Technical Support Specialist- R&D
Business Unit: Region Americas
Requisition Number: 230419
Primary Location: United States-Illinois-Buffalo Grove
Assignment Category: Full-time regular
Experience Level: Entry level
Education Required Level: Bachelor's Degree
Travel Required: 5%
The Siemens Building Technologies Division is the North American market leader for safe and secure, energy-efficient and environmentally-friendly buildings and infrastructure. As a technology partner, service provider, and system integrator, Building Technologies has offerings for fire protection; life safety; and security as well as building automation; heating, ventilation, and air conditioning (HVAC); and energy management. Since 1995, Siemens has helped to modernize nearly 7,000 buildings worldwide, including important American landmarks such as World Trade Center Memorial, Times Square Building, Carnegie Hall, Walt Disney World and the Mount Vernon Estate.
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We are seeking exceptional professionals with a demonstrated long-term passion for Technical Support, and are willing to
improvise his/her technical knowledge over time and develop into upper Tiers in Technical Support.
We provide constant, actionable feedback delivered through mentorship and through regular one-on-one meetings, where
we listen to and discuss career goals, and work collaboratively to craft roles that each person can be passionate about.
With new high-level roles opening up and opportunities within the organization, this results in fast career growth for our
Participates in semi-complex product support to customers remotely or on-site. Participates in disseminating semi-complex
Provides support in recommending products for customers with semi-complex product needs to product design group.
Participates in coordinating new product introductions as they relate to product support.
Fields all incoming technical support requests into the Field Support department and accountable for resolving product
information requests and product problem/solution requests. Accountable for support requests related to product
information and product problems that are documented. May escalate more difficult support requests to Field Support
Engineers. Logs all incoming support requests
into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing
40 percent of support requests utilizing technical training and undocumented, creative solutions.
Escalates more complex problems to Field Support Engineers. Complete company
designated training courses for position to enhance work performance and career development.
Participates in special projects to increase the incumbent's role and technical abilities.
Required Knowledge/Skills, Education, and Experience
- Bachelor’s degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is
- Excellent communication, conflict resolution, and problem-solving skills
- High understanding of customer satisfaction and service orientation
Preferred Knowledge/Skills, Education, and Experience
- Proficiency with Microsoft Windows operating system and computer networking is a plus.