Technical Support Specialist- Call Center

Telephone Technical Support position responds to telephone and E-mail requests from dealer technicians, district sales managers, and customers for technical repair assistance on FP’s full line of solutions: postage meters, mailing equipment, software, and paper-handling equipment.

• Identifies the technical malfunction or operating difficulty through systematic questioning
• Provides guidance to repair easily recognized difficulties
• Troubleshoots, investigates, and reports on newly reported problems
• Analyzes non-routine problems and more difficult situations with dealer technicians by working closely with them to troubleshoot the specific cause for the problem
• Provides step-by-step guidance to the technician to analyze each related setting, component and/or part to verify proper operation
• Provides verbal training to the technician so that they can recognize malfunctioning parts or signs of improper operation
• Walks the dealer technician through part replacements or setting corrections
• Refers to technical manuals as needed to rectify problems
• Assists in part identification and part orders as necessary
• Initiates requests for returns to corporate office for repair as necessary
• Trains dealer technicians to help customers use products properly

• Develops or assists in the development of technical changes required on FP products
• Writes and distributes technical bulletins
• Writes and edits Technical Updates, and Technical Service Manuals, and Maintenance Procedures
• Performs testing of new equipment to fulfill test plans for approval by regulatory agencies such as the USPS and UL
• Recommends specific improvements to technical manuals, user documentation, and product features and components
• Advises management on product development issues arising from product problems identified through technical support calls
• Completes, maintains, and processes pertinent paperwork and records
• Attends training sessions to learn to repair new and changed products
• Provides on-site product introductions to new employees
• Perform field installation, technical training, or troubleshooting at dealer or customer location
• Coordinate deployment, installation and initial configuration of FP hardware and/or software products
• Assist with deployment, installation and configuration efforts alongside our Vendor Partners & Dealers
• Provide field product training and support to dealers and customers (via web conference or face to face)
• Troubleshoot IT issues, and have knowledge of all MS Windows operating systems including (MS XP, Vista, Windows 7 and Windows 10)
• Examination, troubleshooting, analysis and technical management of tasks such as site installations, site maintenance and communication of technical issues
• Utilize help desk software for remote support / demonstration purposes
• Daily review and focus on resolving all open support issues, and communication back to dealers or customer
• Work with minimum supervision in a team environment to accomplish assigned projects or to resolve customer product problems / complaints

• Associates Degree in a Technical field or Minimum five years of technical service and/or support in a related technical field. Five years of broad technical experience within an electro-mechanical and electronics troubleshooting/repair and technical training or technical support background. Must have knowledge of all MS Windows operating systems. Preferred but not Requires A+ certification or equivalent with at least 1-year Network experience.
• If you have experience in servicing or supporting the following machinery you are welcome to apply: Office machines, folder inserters, engines, robotics, HVAC, copier/scanners, ATMs or Point of Sale (POS) Systems.

• Strong, professional verbal and written communication skills
• Proficient in Microsoft Word, Excel and PowerPoint
• Experience reading schematics and working extensively from product repair manuals
• Strong customer service and support abilities
• Ability to analyze hardware and software problems
• Complete familiarity within a Windows environment a basic knowledge of PC interaction with automated equipment
• • Strong ability to analyze, diagnose, and troubleshoot technical issues (hardware and software)
• Capable of utilizing strong interpersonal, verbal, presentation and writing skills to successfully interact with vendors, dealers, and customers
• Good organizational, documentation and time management skills
• Minimum 2 years of experience in a customer facing support role
• Customer focused (both internal and external)
• Exceptional follow-through
• Good organizational, documentation and time management skills
• High adaptability to change
• Willingness to take responsibility and drive engagements
• Possess strong sense of teamwork, integrity, self-motivation, and positive attitude to work to solve problems
• Ability to travel, both in and out of state, up to 20% of the time

FP offers competitive pay along with a great employee benefits package that includes comprehensive medical, dental, vision, life, AD&D, short- and long-term disability, and vision insurance; 401-K; tuition reimbursement; and a generous paid vacation, personal, and holiday package.

If you are seeking a new position in a fast-paced, challenging, high-growth (and fun!) environment and feel that you have the qualifications and background to contribute to the continuing success of FP – at the corporate level or the dealer level – we would love to hear from you. EEOC/M/F/D/V.

If you need help applying, please email HR@fp-usa.com.