Regional Support Specialist - West

• This position includes all aspects of product field support, including equipment and system hardware and software as well as systems networking.
• Act as Regional Technical Specialist on escalations from any BlueCrest equipment issues or questions both remotely and onsite in the region.
• Performs the verification of new equipment as per specifications in Danbury (checkout).
• Provides technical support to customers on operational or maintenance aspects of system equipment.
• Serves as our customer contact on technical and service-related issues.
• Serves as the first escalation point for BlueCrest equipment issues from technicians in the region.
• Diagnoses mechanical, hardware, software and systems failures using established procedures.
• Determines most cost-effective repair/resolution to minimize customer downtime.
• Prepares reports for analysis of product failure trends and service ability issues.
• Provides technical support in the sales process.
• Performs escalation and follow up with Danbury on situations related to, part quality or conception issues, part or system design, software, recurrent problem reported by field technician.
• Uses best practices and drives improvements to obtain overall business objectives.

• Ability to logically troubleshoot technical issues through use of application and system logs.
• Ability to utilize remote diagnostic and communication software for problem resolution.
• Be familiar with workgroup and domain-based networking, access, and security.
• Strong mechanical aptitude and skills with the use of hand and power tools is required.
• Ability to read and troubleshoot using electrical schematics and wiring diagrams is required.
• Be familiar with AC and DC electrical circuits, switches, sensors, solenoids, and relays are required.
• Consultative approach to interfacing with internal and external clients.
• Engaging attitude and eagerness to help local service and clients solve their business problems.
• Willingness to apply focus to unfamiliar parts of the business driving internal improvement.
• Experience with Secure File Transfer, related software such as WS_FTP, Filezilla and Move-It.
• Experience and familiarity with use of Dynamics 365 CRM and FP&O modules is desirable.
• Ability to document technical environments, project deliverables and respond to technical RFP questions.
• Ability to assist or create Statements of Work SOW for planned projects.
• Latest Windows and Linux Operating System familiarity.
• Flexible hours, with a high level of autonomy.
• Partaking in technical support annual standby schedule.
• Strong interpersonal and customer relationship skills.
• Provide training and development to technicians in the area and track their progress.
• Ability to conduct technician technical assessments.
• Ability to assess client site’s stability and generate reports with findings and recommendations.
• 75% - 90% travel required.

DOE