Technical Support Analyst - SEMD

Technical Support Analyst – SEMD
Houston, TX (Fully onsite)
6 months contract

Job Description:
Provides first line of support for problem resolution and/or recommendations on selected products and services.

Job Responsibilities:
- Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
- Answering inbound customer inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Processing results from analysis of technical data.
- Understand prime product or component health or status, if action is needed, and required next steps.

Skills:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Position’s Contributions to Work Group:
- Client SEMD

Why Client ? “Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you at Client. With 150 locations in countries around the world, what you create at Client travels and helps people around the world. You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters.”

Why this Role?
- Exposure to different industries
- Skill development
- Career growth

Typical task breakdown:
Monitor Equipment through Client Marine Digital Tools
- Review equipment alerts.
- Act on alerts with Technical Lead, CORE Manager, Fleet Manager, and customers.
- Provide comments on actions.
- Cross Reference Digital tools while troubleshooting.
- Provide technical information to Customers, Fleet Managers, and Dealer’s for service with Trouble calls.
- Document issues and status through the Sales Force Platform.
- Communicate noted issues to Customers through the Sales Force Platform.

Interaction with team:
- High level of interaction across multiple teams is expected.

Team Structure
- Manager, Team lead, Team

Work environment:
- Office

Education & Experience Required:
- Years of experience:
2-4 yrs. working on machinery such as combustion engines, hydraulic systems, or pneumatic devices.
Or
- 2-4 yrs. working with analytical data, utilizing quantitative analysis, preferably in data science, or engineering.
- Degree requirement: High School Diploma, GED or Equivalent
- Do you accept internships as job experience: No
- Are there past or additional job titles or roles that would provide comparable background to this role: N/A

Top 3 Skills
- Data Interpretation
- Problem Solving
- Effective Communication

Additional Technical Skills
(Required)
- Knowledge of engineering principles, internal combustion engine and operational practices, control system logic, driven equipment, and processes
- Working knowledge and mechanical skill set including the use of hand tools, measuring tools.
- Knowledge of products.
- Ability to collaborate with different teams.
- Strong analytical skills.

Soft Skills
(Required)
- Strong Corporate behavior as this role is customer facing.
- Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
- Ability to work independently and manage one’s time.
- Knowledge of computer software, such as Visual Basic, Java, SQL, etc.

Travel Requirement: 0-25%

Rohit Rasakthla

Recruiter

Ph: (615) 903-9646

Email: [email protected]