Overview Provide technical support for Snap-on products to internal and external customers including troubleshooting, documentation and training for assigned product line (Neqix and Snap-on Business Solutions / Rochester Hills, MI). Responsibilities * Provide support for internal and external customers including proper equipment operation and use and diagnosis and troubleshooting problems for field technicians. * Analyze product performance to identify problems and make recommendations to improve and enhance products. * Support new product implementation by working closely with Engineering as products are developed and updated to make recommendations and resolve problems encountered in the field. * Document incoming calls. Develop and maintain information databases as required. * Work with the Training & Documentation group to write technical documentation on products for field technicians' use including service bulletins, installation instructions and service manuals. * Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel. * Coordinate service activities on assigned products throughout the PDC. * Follow company policies and procedures. * Other miscellaneous duties as assigned. Qualifications * Associates degree in related field and 1-3 years' experience or equivalent work experience. * A+ Certification preferred. * 1-2 years' field service or technical support experience. * Excellent communication skills - both verbal and written including technical writing skills. * Presentation skills with prior training experience. * Computer skills: Proficiency with Windows OS, Microsoft Word, Access, and Excel. * Ability to troubleshoot a variety of PC problems. * Ability to read schematics and pneumatic diagrams. * Good organizational skills. * Ability to work cross-functional.
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