Overview

The Technical Service Representative II is a professional in office, exempt position that requires direct support of client devices, software, firmware, hardware, and databases. The Technical Service Representative II reports to the Technical Service Manager. The position is responsible for advanced software and firmware installation, troubleshooting, bug reporting, and fielding technical calls and emails from our clients, sales representatives, and distributors.

The pay range for this position is $72,000 to $113,000 per year. Compensation will be determined based on education, experience, and other factors in accordance with applicable laws.

Essential Functions

• Assists customers with SQL server installation, configuration, and troubleshooting.
• Assists customers in installation, configuration, and troubleshooting of Charm software.
• Assists customers in troubleshooting Wired/Wi-Fi connection issues with Charm devices.
• Uses discretion to achieve timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Assists in daily troubleshooting of Charm products.
• Assist with in house or on-site trainings.
• Write and/or update Standard Operating Procedures and operator manuals.
• Investigates and troubleshoots user problems and identifies their source; determines possible solutions; tests and implements solutions. Document resolutions for future reference.
• Serve as liaison between Tech Support and the technology department to resolve issues.
• Perform hardware and software installations.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
  
  

Required

Knowledge, Skills & Abilities

• Bachelor’s Degree and 1-3 years of networking experience, or equivalent applicable work experience.
• This is a full-time onsite position located in our Andover facility. The schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m. Evening and weekend work may be required as job duties demand. This position is on call, on a rotating schedule.
• Must possess a valid driver’s license.
• Sound working knowledge of MS Word, MS Excel, MS PowerPoint, Outlook.
• Ability to communicate technical information to nontechnical personnel.
• Skilled in organizing resources and establishing priorities.
• Knowledge of MS SQL Server, Networking Fundamentals, MS Windows, MS Office, Interpreting Event Log errors.
  
  

Preferred

• Experience in a manufacturing environment.
• JavaScript and Visual Basic experience.
  
  

Physical Requirements

• This position regularly works in an office environment; must be able to read and understand technical manuals.
• Able to comprehend and clearly relate technical details.
• Able to remain stationary for an extended length of time while testing equipment for proper function and control as well as using general office equipment.
• Able to occasionally lift up to 50 pounds.
• The person in this position needs to occasionally move about inside the facility and travel to customer sites.
• Ability to see color and to distinguish letters, numbers and symbols.
• While performing the duties of this job, the employee is regularly required to talk and hear.