Banco de Talentos - Technical Support Specialist

Position Purpose:  

Working with field employees, management, and support teams, this high visibility role will be responsible for providing technical hardware and software support, system enhancements and recommendations to improve the overall efficiency, operational effectiveness and customer satisfaction for the Retail Service organization. 

Areas of impact include:

• Improve the overall service request process effectiveness.

• Primary contributor for system enhancement requests and processes. 

• Support the overall organization with subject matter expertise for Field system tools and software.

Key responsibilities are:

 

• Providing technical support for Retail Services Field technicians related to hardware and software issues.  

• Respond to Service Desk ticket requests to effectively service, document and close tickets within a defined SLA. 

• Be a subject matter expert on the configuration, enhancement and support of the ServiceMax application.    

• Provide proactive improvement recommendations for supported systems and processes to improve the efficiency and profitability of the Field and Field support organizations.

• Provide data extraction expertise for internal and external reporting capabilities and insights from supported Field Service applications. 

• Ability to challenge the status quo by recommending and selling enhancements and solutions proactively versus reactionary.

• Ability to effectively document and communicate project/initiative status to management and stakeholders. 

• Ability to effectively collaborate with team members, stakeholders and IT as required.    

• Ability to work in an operations environment that requires on-call and off hours engagement.

Requirements:

Education: 4 year degree in technical or data science discipline preferred (or equivalent experience) 

Languages: Fluency in the English and Spanish language (Reading, writing, and speaking) 

Technical skills: Knowledge and experiences

• Ability to query back-end systems for data collection and report building.       

• Ability to program systems to make complex configuration changes. 

• Experience in database administration

• Basic understanding of SQL, SQL administration or SQL development.

• Basic knowledge on Service Management, Field Services process, software and workflow 

• Salesforce and/or ServiceMax administration/development preferred.

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