Technical support coordinator

Location: Waukesha, WI
Date Posted: 03-03-2018
Job Description
Promptly respond, monitor, and maintain Technical Support Toll Free phone line and incoming emails
Answer routine technical questions, troubleshoot problems, and provide temporary or final solutions
Record and maintain a log of all inquiries and regularly provide trend analysis
Coordinate and record technical support team schedule and activities per priority and in accordance with distributors and customer needs
Identify equipment by distributors, customers and territories and to effectively communicate required Parts, Product and Service Bulletins
Ensure all required product updates/campaigns are completed by assigned distributors in a timely manner and that any safety related issues are addressed promptly and per Metso policies
Maintain and update technical issues in the installed database, tracking warranty status, extended warranties, and EPS compliance
Monitor Metso Metrics data, proactively communicate and engage action plans as needed, and report on equipment, distributor and territory usage
Coordinate with the manager to review, evaluate and process warranty claims in timely manner and communicate needed corrective actions to product lines and engineering department
Verify that all Delivery & Acceptance and Commissioning & Warranty Registrations (CWR) are completed correctly and in timely manner.
Support Metso and distributor customer service personnel in parts identification as required
In coordination with training department, assist in providing technical training for distributor personnel
Communicate and interact effectively with all levels of Metso, internally and externally with sales, service, distributors, and customers when required
Metso Grade 9
Domestic and international travel up to Twenty (20) percent (%) of time
Must be actively engaged to resolve technical issues in timely manner
Strong verbal and written communications skills are mandatory
Strong PC skills required (Power Point, Access, Excel, Word, Outlook)
Strong desire to learn and to teach others
Must be autonomous, work with minimum supervision
Self-motivated professional that works equally well in a team / independent project environment
Must be able to effectively and accurately work simultaneously on several projects with the ability to organize and prioritize tasks to meet deadlines
Qualification and experience
Preferred Bachelor Degree in Engineering or equivalent related experience
At least four (4) years applicable Engineering or Business Degree (or equivalent experience)
Must have the knowledge to read and interpret engineering drawings and schematics
A proven track record of professional accomplishments and reliability
Solid knowledge of the aggregate and construction industries
Additional information
  • 25 minutes west of Milwaukee, 60 minutes east of Madison, and 2 hours northwest of Chicago
  • Ranked in top ten of America’s 50 Best Cities to Live for 2015
  • Population of 70,000 people with multiple opportunities for outdoor recreation
  • Home to Les Paul, inventor of the electric guitar and 8-track tape recorder
  • Strong school system and nice place to raise a family
  • Friendly, respectful environment
  • Challenging opportunities that contribute to the development and enhancement of Metso’s industry leading solutions
  • Opportunity to work in a global community
  • Pride in working for an industry leader in mining, aggregates, recycling and oil and gas (one of the top employers in Finland!)
  • Competitive healthcare options, 401K matching, flexible work schedules, tuition reimbursement, and much more!
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All applications will be given equal consideration regardless of race, sex or sexual orientation, age, religion, veteran, disability or any other legally protected status.  Metso takes pride in being an equal opportunity employer.
At Metso, our values - driving customer success, seeking innovation, performing together and respecting each other - guide us in how we conduct business and how we work together.   As a multi-national company Metso values and thrives on diversity.  We are an equal opportunity employer.  All employment decisions are made on the basis of qualifications, merit and business need.  If you need assistance or an accommodation due to a disability please let us know.
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