Technical Support Specialist

In this role, I will prepare for and execute Pre-Acceptance Certification (PAC). I will deliver technical assistance and troubleshooting through various channels, including email, training sessions, telephone support, and Gleason Connect, to customers and Field Service Engineers (FSEs) for all billed services and extended warranty requests. I will serve as the primary contact for customer projects during the Final Acceptance Certification (FAC) process and for machine down troubleshooting and support. Additionally, I will provide estimates for all billable parts, services, customer training, and service contracts. I will create technical materials and training resources for service engineers to ensure they can offer effective support. I will also assist internal teams, such as Quality, with service-related concerns, promote additional products and services to customers, optimize service inventory in collaboration with service support, generate work instructions and provide training as necessary, perform business system transactions accurately and promptly, and act as a backup for other department personnel during their absences. Lastly, I will complete any extra projects or tasks assigned by management.