Technical Support Specialist at The Verdin Company in Cincinnati, OH

Company Overview

The Verdin Company in Cincinnati, Ohio is a manufacturing icon. For more than 180 years, our unique, American-made bell and clock products have been cherished landmarks at churches, university campuses, cities, and communities across the country. We proudly hold the distinction of being Ohio’s oldest family owned and operated business. Today, the 6th generation of Verdins maintains an unwavering commitment to the traditions of craftmanship, innovative products, and superior customer service that have made us the one-of-a-kind leader in a special niche industry.

Job Overview

We have an immediate opening for a Technical Support Specialist working on the front line to diagnose, triage, and resolve technical issues faced by customers and field service technicians. If you thrive on being the go-to person for solving technical problems and take special satisfaction from turning frustration into positive solutions, then this is an opportunity for you. We’re not looking for a script reader, but are seeking a self-starter who is energized by the idea of becoming the technical hero for our customers and internal operations teams.

To help you master our unique electronic and mechanical products, we’ll provide you with comprehensive training from our senior technical support representatives, with extra support from our team of experienced engineers.

Responsibilities:

• Provide prompt and effective technical support for customers and field service technicians reported by phone, email, or through our website -- with a particular focus on Verdin’s electronic carillons and electronic control equipment.
• Answer a wide range of questions concerning the functionality and usage of Verdin’s products.
• Guide non-technical users through solutions with clarity, patience, and a positive attitude, turning confusion into “Aha”! moments.
• Carefully document technical support activity in our CRM database.
• Act as a vital link between our customers and our engineering team to identify and resolve bugs and recurring issues.
• Investigate problems to determine root causes and potential product defects, and provide constructive feedback to operations to ensure product quality
• Alert manufacturing to recurring product problems and potentially costly warranty issues.,
• Assist in creation of technical support bulletins and product update notices to field service technicians and sales representatives.
• Use all methods of effective communication (phone, email, web conferencing) to solve customer issues quickly and conclusively.
• Support creation of training manuals, troubleshooting guides, and other user aid materials.

Qualifications

• A solid understanding of electrical and mechanical products, with a knack for troubleshooting and solving problems, both simple and complex.
• A burning curiosity to understand how mechanical & electrical products and the resolve to master a new suite of products.
• Top notch verbal and written communication skills, coupled with a “let’s fix it now” mindset.
• Able to deal with frustrated customers in a courteous and patient manner, turning potentially thorny situations into effective solutions.
• A self-starter who thrives on being in high demand and going the extra mile to get to the root of a problem.
• Associate degree or equivalent education in electro-mechanical engineering or related technical field.
• Proficiency with the MS Office and experience using service/support databases or other ticketing systems.

Benefits

• Full medical, dental, and vision coverage with generous cost sharing by Verdin
• Annual cash contribution to employee HSA accounts
• 401(k) with Company match
• Annual bonus up to (2) weeks of base pay
• Paid time off and several paid holidays
• Reduced summer hours from Memorial Day to Labor Day
• Predictable, stable work hours
• One minute off I-71 and free parking in safe, secure lot at downtown location

Compensation

• $26.00/hr. to $30.00+/hr. commensurate with experience and qualifications.

Pay: $26.00 - $30.00 per hour

Expected hours: 40.0 – 42.0 per week

Experience:

• Electrical troubleshooting: 1 year (Preferred)
• Mechanical troubleshooting: 1 year (Preferred)

Work Location: In person