Tech Support Specialist T3

Location: Lake Mary, FL Bilingual: English/Spanish FARO is seeking aTier 3 Technical Support Specialistfor our Customer Service department in the Lake Mary area. As a Technical Support Specialist T3, you will perform duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organizations line of products involving hardware and software components, working within the limits of established policies. FARO Technologies, Inc.is continuing to develop new products that will revolutionize and disrupt the high-tech measurement and imaging industry. We are a global company traded on the NASDAQ stock exchange with a passion for excellence and success. FARO has a culture of innovation and an absolute commitment to reliability at all touch points. We encourage employee success by offering excellent benefits and a variety of career and training opportunities. FARO is completely focused on simplifying processes through innovation, integrity, teamwork, accountability and a friendly work environment. This position requires: BS Degree Mechanical, Electrical, or Aerospace Engineering or equivalent level of experience preferred (3-5 years experience accepted) Minimum of 3 years experience working in Customer Service Ability to Multi-task & Prioritize Ability to work independently as well as a team environment Highly Organized & Detailed Oriented Strong Oral & Written Communication Skills Strong Problem Solving & Relationship Building Skills Continuous track record of success Minimum of 1-year experience working with CAD & Metrology Preferred Past database / data entry experience Proficient at Microsoft Office Suite Tools and Equipment Used: Computerized measuring machine (CMM), common office equipment, computer and related peripherals. How you will make a difference @ FARO: Provide the technical product manual for the designed products Act as third level of support responding to customer inquiries received through facsimile, e-mail, telephone or other communication method and related to any range of the FAROs 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. Ability to handle high call volume and correspondence; multi-task and escalate to Tier 4 as needed. 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 interactions, inquiries and problems via multiple database programs. 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. 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. Quote customers for services, replacement parts, extended warranties and provide recommendations for pre-sale support. Research and determine customer accounting terms, proof reading all legal documents (purchase orders), facilitating the invoicing and billing process by providing a customer with requested invoices. Follow up on open service inquiries to ensure that customers receive solutions are satisfied with the solution. Familiar with standard concepts, policies, practices and procedures within Faros organization. Relies on experience and judgment to plan and accomplish goals. Develop technical solutions & guides (including manuals, fast faxes, diagnostic flow charts and online solutions) related to hardware, software and setup errors for AE, sales reps, and customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Diagnose and troubleshoot customer issues using resources that include solution database, diagnostics flow charts, senior members and other departments. Provide in depth application support via assorted media including phones and online conferencing. Evaluate customers software data requirements, pictures, plans & technical drawings when directed. Interpret drawings, CAD data, GD&T and inspection plans in order to prepare necessary documentation and provide application specific assistance and support the customer. Perform any range of reporting and administrative activities involved in planning, managing and reporting on customer 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, variances from policy. Prepare materials for presentations to AE, 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. Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s). Support Tier 2, mentor and guide. Perform Tier 2 duties in a backup capacity when needed. FARO hasexcellent benefitsfor you and your family. We not only care for our employees, but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as: A competitive paid time off bank and paid holidays Medical, dental, life and AD&D insurance plans Pre-tax flex spending accounts for medical and dependent care 401K with employer match Tuition reimbursement Training opportunities Wellness fairs Frequent lunch and learns to help educate employees about various issues affecting their lives Other employee events About Us With more than 26,000 installations and 13,000 customers globally, FARO develops and markets computer-aided coordinate measurement and imaging devices and software. Portable equipment from FARO permits high-precision 3D measurement, imaging and comparison of parts and compound structures within production and quality assurance processes. The devices are used for inspecting components and assemblies, production planning, 3D documentation, as well as for investigation and reconstruction of accident sites or crime scenes. They are also employed to generate digital scans of historic sites. Principal products include the worlds best-selling portable measurement arm the FaroArm®; the FARO® Laser Tracker ION; the FARO Laser ScanArm®; FARO® Laser Scanner; the FARO® Gage; and, the CAM2 family of advanced CAD-based measurement and reporting software. FARO Technologies is ISO-9001 certified and ISO-17025 laboratory registered. Apply Today If you have a winning history of Auto CAD, Customer Support and a passion for high-end technical products, please apply today. As an employee of FARO, you will become part of a dynamic organization which values quality, leadership, teamwork, honesty and openness as a way of life in conducting our business. FARO Technologies is an Equal Opportunity Employer and a Drug Free Workplace with Pre-Employment Drug Screening. EEO/AA/M/F/D/V