Technical Support Specialist

Abra Controls Inc - Red Deer, AB (2 years ago)

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Position Overview

The Technical Support Specialist is responsible for developing and maintaining a fast-paced technical support program for our field operations teams. The Technical Support Specialist is responsible for full cycle asset management including shipping / receiving, maintenance, and distribution. This position will also receive training as a part time field technician, and will need to be available to assist with field operations when needed.

Responsibilities

Asset Management

Repair, maintain, and install oil field equipment based on oral and written work orders completed with the use of hand tools
Install and repair firmware / software on proprietary system, local equipment and cloud-based systems

Technical Support

Interact with field staff, area supervisors and customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Diagnose and resolve technical issues
Research required information using available resources
Follow standard processes and procedures
Identify and escalate priority issues per company specifications
Redirect problems to appropriate resources
Offer alternative solutions where appropriate and / or redirect appropriately per outlined processes.
Follow up and make scheduled call backs to customers where necessary
Support customer ticketing and job creation based on Field Supervisor needs
Stay current with system information, changes and updates

Field Support

When needed, deliver and / or install equipment at client locations in field
Crosstrain for coverage of full-time field support staff when needed
Act as “Hot Shot” driver when equipment transfers are needed

Job Requirements

Education/Experience:
High School Diploma with 1+ years in related experience
First Aid & CPR
H2S Alive
Petroleum Safety Training
Class 5 Driver’s License & Clean Drivers Abstract
Proficient in G-mail/Google Drive/Google Calendar
Must be able to lift a minimum of 50 lbs.

Note: This job description is not intended to be all inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.