Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customer's problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.
Technical Support Specialist I at TSI
The Technical Support Specialist I provides technical support to TSI customers, distributors, channel partners, OEMs, engineers, end users, Regional Sales Managers (RSM) and other TSI offices around the world. The individual in this role is responsible for troubleshooting problems with equipment, answering technical questions and providing before and after sales support, primarily via phone and email. This role may be assigned to specific product lines that require specialized knowledge and experience.
What Will You Do?
Assist internal and external customers by providing functional support through knowledge sharing and trouble-shooting the technical, applications of TSI's hardware and software for specific instruments assigned via phone, email, and other forms of communication such as chat and in-person.
Install and support TSI firmware, software, hardware, and drivers running on Windows Operating Systems using SQL, Access and other Windows programs.
Coordinate with the appropriate departments to address and resolve customer issues, following the service cycle through to closure.
Utilize the Customer Relationship Management (CRM)to document customer interactions and complaints.
Determine product needs and offer replacement recommendations for obsolete products. Pass opportunities for sales of new products to appropriate sales person via formal methods.
Review Sales and Marketing tools and customer materials (i.e., technical diagrams, manuals, etc.) for ease of use and share suggestions for improvement with product management.
Maintain and improve product line knowledge base by attending engineering meetings, product development meetings, trainings and seminars.
Explain TSI's policies, processes and requirements to customers as needed.
Other duties as assigned.
What Do You Need?
Required
2-year technical or Associates degree with a minimum of 1 year in technical support, customer support or related field.
In lieu of degree 3+ years of experience required.
Desired
Bachelor's degree in engineering or technical field.
Technical sales, applications engineering or field service support experience.
ERP systems (SAP, JD Edwards, Oracle).
Knowledge
Active listener with strong customer service orientation.
Excellent verbal and written communication skills.
Ability to multi-task, prioritize, and manage time effectively.
High level of integrity and commitment to customer satisfaction.
Motivated and energized by working in a team environment.
Inquisitive problem solver with strong technical aptitude.
Knowledge of CRM systems and best practices.
Proficient with Microsoft Office tools.
What Can We Give You?
At TSI, our employees are our most valuable assets, and we care about their health and happiness. We offer a competitive benefits program to keep our employees and their family members protected and foster a healthy work-life balance. Additionally, we are committed to employee development and growth, and encourage and foster an environment of collaboration, and innovation. Our work has meaning and the products we design and build help protect people and the environment.
Dress for your day: We want our employees to be comfortable at work and we know they are more productive when they're comfortable. The dress for your day policy allows employees' discretion to select appropriate dress for the business of each workday.
Free Beverages/On-site Cafeterias: Enjoy complimentary coffee, tea and hot chocolate each day at work. We also have two large cafeteria's employees can eat lunch in, as well as an outside patio area that employees can enjoy during the summer months.
Benefit Offerings: Competitive medical insurance plans, life insurance, short-term and long-term disability, 401K Employer Contribution, Flexible Spending Account, Education Assistance, and more.
Legal authorization to work in the United States without the need for sponsorship. We require proof of eligibility to work in the United States.
EOE/M/W/Vet/Disability
TSI provides trusted measurement, application guidance, and data analytics solutions that enable our global customers to make informed decisions. We are creating a better world by helping protect people, products and the environment, as well as by optimizing research and industrial processes.
