Technical Support Specialist II - Fire and Security

Provide technical support to Siemens fire alarm customers via telephone, email, and on-site as required. Effectively assist Field Service Engineers and Technicians, serving as the product expert and counseling first level personnel on problem identification, troubleshooting and resolution. Log incoming support requests issue description as explained by the customer and the suggested resolution details into the company call tracking system in a timely and professional manner. Consult and if needed escalate the support request to Application/ Field Support Engineers for higher level support. Achieve customer satisfaction through timely follow-up and appropriate troubleshooting. Provide evaluation and appropriate feedback on service manual revisions, technical bulletins, modifications, and review of new products and procedures to ensure quality field service. Basic skills in Outlook, Excel, Word and other critical job related applications. Maintain a high level of technical expertise on p...Support Specialist, Technical Support, Fire, Security, Technical, Support Engineer, Manufacturing, Technology

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