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Technical Support Specialist (TSS)

SUMMARY: The TSS is the “go-to-person” at SMITH Manufacturing for internal and external technical support to deliver our brand promise before and after purchase of SMITH products and services.

Job Title: Technical Support Specialist Level 2 (TSS Lvl 2)
Reports to: Quality Assurance Manager

SMITH Brand Promise: On-time delivery of easy, fast, reliable and cost-effective removal tools and technical support.

TSS Expertise: Maximize the customer experience using SMITH products by sharing best practices to help solve customers' toughest surface-preparation problems. The TSS Level 2 manages and develops the SMITH Surface Profile Program to assure customers are able to achieve all 10 surface profiles, utilizing the various products and consumables available from SMITH Manufacturing.

Primary Responsibilities:

  • Before and after sales support to assure product performs as promised
  • Customer product demonstration and training
  • Identify and solve customer issues while developing issue (case) database
  • Collecting SMITH and competitor performance field data when available
  • Manage and develop the SMITH Surface Profile Program
  • Train sales team on product applications and use and maintenance
  • Interact with engineering/production to implement design improvements in machinery and consumables
  • Document procedures for achieving various surface profiles with SMITH machinery
  • Travel to on site locations for customer training on the more complex machinery

SMITH Core Values:

  • Passionate
  • Strong Work Ethic
  • Responsible
  • Team and Solutions Oriented

Typical Working Conditions:

  • Work hours in the office are 8:00 to 5:00pm, Monday through Friday
  • After hour telephone support with company supplied phone
  • When on the road, work hours are determined by job site availability
  • Lifting, operating and transporting heavy objects, such as machine parts and equipment
  • Licensed and insured to drive cars, pick-ups and vans with trailers (class E)
  • Ability to sit for extended periods of time on the phone while taking detail notes in CRM
  • Traveling on the road or by air with occasional overnight stays in rural or urban location worldwide
  • Physically capable of operating and repairing equipment in the field

Knowledge, Experience and Attributes:

  • 3+ years concrete/asphalt surface prep experience
  • Strong analytical, problem-solving and detailed documentation abilities
  • Enjoys mentoring, training and coaching to help others succeed
  • Sufficiently process oriented to help guide other team members
  • Lives SMITH 5 Core Values, even when no one is watching
  • Proven track record in technical support
  • Highly knowledgeable about concrete and asphalt surface preparation practices including coating systems, mechanical operations of gas, electric and hydraulic powered units

SMITH Benefits Summary:

  • Competitive salary
  • 2% commission on demo up-sales and repair sales
  • Health care plan
  • Comp time for extended travel
  • Profit-sharing plan
  • Vacation and holiday pay

Case Logging:

All trouble shooting issues will be logged in the CRM by machine and solution. This will allow for detailed data reports quarterly on potential product issues or machine design improvement requirements. Case logging will also become a metric for developing meaningful metrics on solution success rates and customer service.

Training:

Any training materials required for customers or staff will be coordinated with the marketing department to ensure brand messaging is consistent. This should lead to a more uniform look to SMITH brand. Materials include but are not limited to: cut sheets, manuals, Powerpoint presentations, field cards, service addendums, and training videos.

SSPP - SMITH Surface Profile Program:

This program is critical to the marketing and sales program going forward. TSS is responsible for implementing and continuous updating of the data and techniques required to get the 1-10 profile finishes on various surfaces from the various SMITH machines and consumables. This data will constantly be feed to the marketing department so advertising and white papers can be produced on a regular basis.

The expected time split (varying by seasonality) of the TSS week should fall into roughly 60% trouble shooting (field or in house), 20% training (field or in-house) and 20% SSPP program growth. This number will be subject to change as the TSS position more fully develops.



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Toll Free: 1-800-653-9311 | Ph: 954-941-9744 | Fax: 954-545-0348
Specifications and data are subject to change without notice.