Technical Support Engineer - Bell and Howell, LLC

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Location: Durham, NC

Position Title: Technical Support Engineer

Job Summary:

Reporting to the Manager, Technical Support, the Technical Support Engineer provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications and escalations. Provides remote monitoring and trouble-shooting for supported products and engages field technical support as needed. Supports on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines

Job Responsibilities:

• Minimizes customer downtime by troubleshooting and resolving software, hardware and electrical problems on all existing product lines through direct problem analysis or analysis of collected data; providing remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer access; monitoring status of problem resolution always. Acts as a liaison between service management and the customer by being the first level of issue escalation in customer related technical issues at the request of management.
• Partners with field service to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction.
• Maximizes product performance by analyzing OMS (Opportunity Management System) reports develops and presents recommendations on short and long-term resolutions; summarizes and highlights critical/repetitive issues to upper management; partners with Engineering and Manufacturing to develop modifications which improve product performance/reliability.