Founded in 1981, QC Conveyors was started with the belief that hard work and good people were the keys to building a strong business. For more than 40 years, QC Conveyors has been focused on providing their customers with reliable, easy-to-use conveyor systems that meet their needs, and backing them with world class service and support. QC Conveyors manufactures conveyors that meet the needs of their customers with their automation, hydroclean, flextrac, and industrial series conveyors.
As a Duravant Family Company, we participate in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, we offer an excellent total rewards package that includes:
- Compensation: We offer competitive compensation
- Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
- Development: We have education and training programs which include an educational assistance program
- Time Off: We offer paid holidays and paid time off
- Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
- Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
- Culture: We are driven by our number one asset - our employees, and their successes
- Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.
QC Conveyors is searching for a Technical Support Specialist, responsible for delivering high-quality technical assistance and providing service support for the Company’s products and systems. This position is responsible for the prioritization, support and execution of all technical support-related jobs and inquiries, including troubleshooting issues and ensuring proper system setup all while maintaining customer satisfaction through excellent communication and technical expertise.
POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.
- Build strong relationships with customers by providing clear communication and effective solutions.
- Trains customers on the operation and features of the installed system(s) or product(s).
- Acts as a liaison between the customer and the company, escalating complex issues to appropriate internal teams.
- Assigns or escalates issues to others as needed
- Identifies, creates, and publishes technical bulletins that provide step-by-step troubleshooting and set up assistance for technical support topics.
- Observes safety and security procedures; Uses equipment and materials properly; Reports potentially unsafe conditions
- Works closely with applications, engineering, inside sales to ensure seamless service delivery.
- Provides feedback to product management team regarding common issues and customer needs.
- Technical Support:
- Provide remote and on-site technical support to customers, addressing inquiries and resolving system or product issues.
- Diagnose and troubleshoot product issues and problems to identify root cause and complete CA.
- Document support cases, resolutions, and best practices in the Issue log and RGA Database.
- Warranty and courtesy evaluations.
- Service:
- Conduct routine maintenance and servicing of installed products to ensure reliability and longevity.
- Identify and replace faulty components or recommend necessary upgrades.
- Provide technical guidance to customers on proper usage and care of the products.
- Assist in shipping and damage claims and missing or incorrect parts received claims.
- Provide quotes for replacement parts
- Provide service and installation quotes
- Track warranty and courtesy requests
- Perform on-site installations of products or systems, ensuring proper configuration and functionality.
- Conduct pre-installation site assessments to determine specific requirements and ensure readiness.
- Test and verify installed systems to confirm that they meet performance standards and customer expectations.
POSITION REQUIREMENTS:
- EDUCATION: Technical or associate's degree preferred
- EXPERIENCE: 3+ years of technical and field service experience or troubleshooting support for conveying equipment
- Knowledge of conveyor system components, including motors, gearboxes, belts and sensors.
- Ability to set up conveyor systems according to the manufacturer specifications and industry standards.
- Experience identifying and resolving mechanical and electrical faults in conveyor systems.
- Ability to conduct routine inspections. lubrications, and adjustments to ensure optimal performance.
- Ability to read and interpret schematics, wiring diagrams, and maintenance manuals.
- Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
- Strong analytical, problem solving, and decision-making skills
- High degree of professionalism with strong communication. leadership skills and teamwork orientation
- Computer skills: Salesforce, Microsoft Office (Word, Excel, Outlook, PowerPoint) and ability to learn ERP systems excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
- Must be able to travel periodically
PHYSICAL REQUIREMENTS:
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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
- Office and manufacturing environment
