Job Title: Bilingual Technical Support Specialist
Location: Lake Mary, FL
Zip Code: 32746

Description:

FARO Technologies, recently named #18 on Forbes' List of America's 25 Fastest-Growing Tech Companies, is continuing to expand its product line with products that will revoluti onize the high-tech measurement industry.

Our business is now entering a rapid growth phase, and we need people with the talent, experience, discipline and passion needed to meet the demands of a growing company.

You will be answering questions from our customers both domestic and international customer about our products and our sophisticated software. You will need both technical skills, a technical degree, and excellent interpersonnel communications skills.Since this individual interacts with our customers in Latin America and other geographic locations, strong English/Spanish skills are a requirement. Local candidates are preferred.

SCOPE:
Perform duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organization's line of products involving hardware and software components, working within the limits of established policies.

ESSENTIAL FUNCTIONS:

Respond to customer inquiries received through facsimile, e-mail or telephone and related to any range of the organization's hardware and software products. Make inquiries to determine the nature and extent of problem and to isolate areas of concern. Identify causes of problems and provide solutions to customers. Structure solutions to suit user circumstances and level of competency and communicate through means suited to user requirements.

Determine the requirement for units to be returned for inside service, provide return authorizations and communicate shipping requirements and arrangements to customers as required. Prepare required internal documentation to facilitate the return of customer units for repair services.

Determine the requirement for Applications Engineering to visit with customers to resolve problems on site due to unique circumstances of customer applications. Make required arrangements and communications and track open inquiry to ensure satisfactory closure for the customer.

Document user inquiries and problems. Identify trends in support requirements, notify engineering staff as to significant trends and recommend the inclusion of information in on-line help program, manuals or other resources to respond to issues repeatedly raised by customers.

Contact third party software developers to determine solutions for common interface problems and incorporate solutions into responses to customers. Prepare and issue specific instructions for customers related to commonly recurring problems.

Identify when problems represent engineering hardware or software design issues and report suspected design flaws to designated department heads.

Process customer orders and sales orders for accessories, warranties, repairs and software. Enter data relating to customers and sales and maintain customer database in computer system.

Follow up on service inquiries to ensure that customers are satisfied with quality of service provided. Respond to and resolve complaints and concerns.

Contact new customers to provide orientation to customer service resources and to solicit response to survey related to training received. Communicate with customers to sell warranty renewals.

Implement and coordinate the distribution of updated software releases.

Provide support, resources and coordination for the development and implementation of service centers in other countries.
Perform any range of reporting and administrative activities involved in planning, managing and reporting on team activities and ensuring the availability of resources required for operation of the function. Gather and compile data and prepare and issue any range of periodic reports relating to activities, performance, customer concerns, and variances from plan or budget. Prepare materials for presentations to sales staff and customers. Prepare information as articles for publication to customers or potential customers as to new features, applications or information related to products.

Requirements

Bachelors Science Mechanical Engineering, BSME, strongly preferred. Two year Associates technical degree is required.
A minimum of two years experience in a technical customer service/ sales position is required unless you have a BSME.
Functional knowledge of Computer Aided Drafting, such as AutoCAD 13/14, Pro-E, Catia, etc required.
Experience in customer service e.g. service industry, hotels, telemarketing, and general dealing with the public strongly preferred.
Computer literate and functional knowledge of MS Office required. Working knowledge of Goldmine is strongly preferred.
Strong Written and Oral Spanish and English communication skills.

COMPENSATION AND OTHER:
This starting range for this position is $35,000 to $40,000. Plus this position is eligible for an "up to" 10% discretionary quarterly bonus. This is also a non-exempt position, therefore there is the potential for overtime after 40 hours.

Strong benefits package, including health/dental/401K/PTO.

This is an engineering entry position. This position can act as a stepping-stone to other positions such as an Application Engineer.

FARO Technologies is an Equal Opportunity Employer and a Drug Free Workplace with Pre-Employment Drug Screening. EOE/AA/M/F/D/V

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