Bilingual Spanish/English Tech Support Tier 3 Job in Lake Mary 32746, Florida US

Do you like to interact with customers, solve problems and have an intrinsic desire to know how things REALLY work?

FARO Technologies, Inc. is continuing to develop new products that will revolutionize and disrupt the high-tech measurement and imaging industry. FARO® is the world leader in 3D imaging and measurement systems. We are a global company traded on the NASDAQ stock exchange with a passion for excellence and success. 

FARO is seeking an experienced technical customer service representative to answer questions from our customers about our products. The Technical Support Specialist position requires bilingual Spanish-English, a technical background in Computer Aided Design (technical degree or equivalent experience) and is also a stepping-stone position to other engineering and sales positions.   This is not an IT position.  The shift for this role will be 10am - 7pm Mon - Fri.

We have a culture of innovation and an absolute commitment to reliability at all touch points. FARO partners with each customer to simplify their work through innovative measures. We just celebrated our 30 year anniversary by having one of our valued customers, Paul Jr. Designs; build a custom FARO-themed chopper. FARO’s motorcycle build was recently featured on Discovery Channel’s popular television series American Chopper: Senior vs. Junior.

FARO encourages employee success by offering excellent benefits and a variety of career and training opportunities. We are completely focused on simplifying processes through innovation, integrity, teamwork, accountability and a friendly work environment.

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:
1. 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 FARO’s 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Follow up on open service inquiries to ensure that customers receive solutions are satisfied with the solution.
7. Familiar with standard concepts, policies, practices and procedures within Faro’s organization. Relies on experience and judgment to plan and accomplish goals.
8. 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.
9. 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.
10. Evaluate customer’s software data requirements, pictures, plans technical drawings when directed. Interpret drawings, CAD data, GDT and inspection plans in order to prepare necessary documentation and provide application specific assistance and support the customer.
11. 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.
12. Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s).
13. Support Tier 2, mentor and guide.
14. Perform Tier 2 duties in a backup capacity when needed.

Job Requirements:

TOOLS AND EQUIPMENT USED:
Computerized measuring machine (CMM), common office equipment, computer and related peripherals.

HIRING PREFERENCES:
• BS Degree or equivalent level of experience preferred (3-5 years experience accepted) 
• Minimum of 1 year experience working with CAD Metrology strongly preferred
• Minimum of 1 year experience working in Customer Service (Customer Service Orientation)
• Fluent in Spanish and English
• Must be able to work 10am to 7pm Mon - Fri
• 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
• Past database / data entry experience
• Proficient at Microsoft Office Suite 

Click Here To Apply
http://faro.ats.hrsmart.com/cgi-bin/pm/click.cgi?job_id=2519site_id=35