As a Technical Specialist, you will respond to inbound internal, end user, and distributor interactions regarding product application and troubleshooting, quality, and warranty.  You will assess case details, complete the warranty policy, and report case details to drive continuous improvement.   You will resolve requirements for salable service parts and establish market prices.  You will implement the service strategy to ensure customers have access to local, high-quality repair service, assess Authorized Independent Service Center (AISC) network members, train technicians, identify coverage change needs, and collaborate cross functionally.  If you are ready to expand your professional experiences and grow professionally with a thriving organization, we invite you to become a valued member of our team!

In this Role, Your Responsibilities Will Be:

65% = Technical troubleshooting.  Address technical product inquiries from internal collaborators, distributors, customers and the AISC network. Interpret product manuals, product drawing breakdowns, blueprints, schematics, and parts lists.  Diagnose and troubleshoot mechanical, electronic, and hydraulic issues on a variety of mechanical, electrical, and plumbing tools.  Record call report cases to provide details on the interaction for future reference, analysis, and continuous improvement. Assess warranty questions and resolve if tool qualifies for a no charge warranty repair, replacement, or should be a chargeable repair.  20% = Technical Support of new product development and Service Parts requirements. Participate in new product development meetings, provide feedback using extensive knowledge of common failure and repair points on tools. Collaborate with engineering to settle parts should be offered for sale and available to Factory Service. Implement engineering change notifications for activation, modification and obsoletion of saleable service parts. Lead the graphics team on the direction and layout of new product parts diagrams. 5% = Investigate and submit Non-Conformance reports  5% = Product application and service training.  5% = AISC network in assigned territory/product categories. 

Who You Are:

You build the customer relationships.  You balance planning with actions.  You define issues and can map out a process.  You solicit both input and discussion.  You take positive action after setbacks.  You make new connections and establish relationships in other areas and teams.

For This Role, You Will Need:

High School Graduate  Strong verbal and written communication skills Professional and always represent the company in a good light.  Outstanding critical thinking and problem-solving abilities to identify and resolve sophisticated technical issues. Ability to work independently and in a team environment, and to share knowledge and expertise with others.  Demonstrates excellent customer focus Ability to read and interpret product manuals and product drawing breakdowns.  General calculation skills required.  Must be “Hands-on” with high mechanical aptitude to comprehend the function to the products and how these products or services meet our customers’ needs. Authorized to work in the United States without sponsorship now and in the future.

Preferred Qualifications that Set You Apart:

College degree Ability to read micrometer and calipers. Basic understanding of mechanical drawings / Blueprints.  1 to 3 years’ proven experience in hard good products and/or service of such products. 

Our Offer to You:

We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage.  Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more.  Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives.  We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

Our training programs and initiatives focus on end-to end development, from onboarding through senior leadership.  We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship, and coaching, project management, and on-the-job training. 

#LI-BS