Call Center Specialist

Stratasys provides in-office rapid prototyping solutions to a wide range of companies around the world. The achievements of our valued employees distinguish Stratasys as a leading company in the rapid prototyping industry.  If you're seeking to make an impact on the world of tomorrow while ensuring a bright future for yourself Stratasys is the place for you.

 

Summary: Provide technical assistance to customers, distributors and Stratasys field engineers by telephone and e-mail on Stratasys rapid prototyping systems, act as technical lead in assisting Call Center Associates.

 

Essential Duties and Responsibilities include the following (Other duties may be assigned):

·  Provides technical, telephone assistance to customers, distributors and field engineers.

o Provides software application support for customers installing and using Stratasys software products.

o Diagnoses hardware problems on Stratasys rapid prototyping systems, assess system status, prioritize and determine the proper course of action.

o Identifies service parts needed for replacement of faulty parts determined from troubleshooting efforts.

·  Provides accurate information through data entry into Customer Relationship Management (CRM) database and Inventory Control database.

o Creates tracking information in the CRM database on customer calls to the help desk.

o Creates service part orders and RMAs for identified replacement service parts.

o Dispatches calls to the field as necessary working with Field Service Manager.

o Follows up on all assigned calls on a daily basis.

·  Maintains a high, competency level on all Stratasys products through regular training sessions.

·  Understands and complies with engineering changes on Stratasys products.

·  Demonstrate commitment to Stratasys Core Values by leading, acting and behaving. 

·  Follow all company safety policies and procedures and attend all safety trainings related to the job position.

 

Essential Skills and Experience:

·  Working knowledge of electronics and electro-mechanical systems gained through completion of 2 year technical program or 4 year college degree in technical discipline.

·  Have at least 2 years work experience in a technical support position.

·  Understanding of Microsoft Windows operating systems and network (LAN) administration.

·  Computer productivity software knowledge – Microsoft Office, CAD/CAM applications and database applications.

·  1 year minimum experience working in a customer relationship atmosphere.  Ability to work well with people in understanding and resolving problems in high pressure situations including those who do not speak English very well.

·  Effective written and oral communication skills.

·  Ability to solve difficult problems working on the telephone.

·  The position requires ongoing interaction with Stratasys customers.  The incumbent’s decisions will affect the relationship between Stratasys and our customers.

·  Ability to prioritize and schedule workload.

·  Ability to work independently with minimal supervision.

·  Ability to type at an acceptable rate.

·  Perform overtime as required, with or without prior notification.

·  Perform and coordinate special projects as prescribed by the Manager of the service department.

·  Comfortable with conflict resolution as with dealing with customers who are upset over an equipment issue.

 

Supervisory Responsibilities:

·  None

 

Physical/Environmental Requirements:

·  Ability to sit for an extended period of time.

·  Able to use hand tools while in either a standing, a kneeling, or a sitting position.

 

 

Stratasys is an Equal Opportunity Employer/AA.  We consider all applicants for all positions without regard to race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status with regard to public assistance, veteran status, or membership in any other legally protected class.