Technical Clarification Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver remote technical assistance by diagnosing and resolving equipment issues to minimize customer downtime.

• Oversee service incidents and notifications, ensuring prompt responses and adherence to SLA requirements.

• Manage case ownership, provide status updates, and facilitate shift transitions.

• Collaborate with Lifecycle Operations to decrease downtime, optimize service expenses, and enhance contract profitability.

• Create troubleshooting documentation, repair suggestions, and onsite service plans.

• Determine necessary spare parts, technician skill requirements, and estimated labor hours.

• Evaluate technical issues, escalate complex cases, and relay updates to technical specialists.

• Support predictive maintenance efforts by generating service notifications and coordinating scheduled interventions.

• Employ diagnostic tools and maintain precise service records and solution documentation.

• Work alongside third-party vendors and internal teams to address technical challenges and fulfill service obligations.

• Enhance and broaden product knowledge through continuous training and professional growth.

• Offer technical advice to field service teams regarding repairs, spare parts, and equipment enhancements.

• Conduct onsite machine repairs as needed and authorized.

• Assist the sales team with technical product support and insights.

⛳️ Requirements

• Associate degree or completion of a vocational apprenticeship.

• 5 to 7 years of relevant work experience.

• Experience in mechanical troubleshooting with Gallus / label products.

• Capability to provide technical support, diagnose, and troubleshoot equipment issues.

• Proficient in analyzing technical problems and escalating complex cases.

• Ability to identify spare parts, technician skill levels, and estimated labor hours.

• Willingness to travel up to 33% of the time.

• Competence to perform onsite machine repairs when necessary and approved.

🏝️ Benefits

• Travel opportunities up to 33%.

• Continuous training and professional development opportunities.

• Reasonable accommodations in accordance with the Americans with Disabilities Act of 1990.

• A workplace free from serious recognized hazards and in compliance with OSHA standards.

• Equal employment opportunity and a discrimination-free work environment.