Installation Support Specialist - Snap-on Inc

Snap-on Business Solutions (Richfield, OH)

RS&I Division of Snap-on Incorporated

Work:  In Office; Mon.-Fri., 8a - 5p

Responsible for scheduling, installing, configuring and integrating, with assistance from customers, hardware and software remotely (telephonically or by Internet). 

Also responsible for completing hardware, software (operating systems) and in-depth product training to customers, via telephone or Internet, ensuring full understanding and utilization of applications and/or products. 

Position also responsible as a back up to Technical Call Center, when needed during peak times and or urgent situations to assist customers with product/program needs.  

This position may be responsible for potential travel (25%), when necessary, to customer site-locations during peak times or in emergency situations to conduct on-site installation and training. 

1. Telephonically interact with customers to successfully schedule and complete the installation and configuration of Snap-on Business Solutions (SBS) hardware where applicable and Snap-op Business Solutions (SBS), Electronic Parts Catalog (EPC) solutions.
2. Complete connectivity to all dealer management, communication and part locator systems.
3. Ability to thoroughly train users on automotive applications via phone, Internet, or in person on-site.
4. *Clearly communicate electrical, environmental, physical network, and system requirements to the customer.
5. Notify appropriate individuals immediately if there are any issues of concern that do not conform to our established specifications.
6. Complete mandatory administrative duties within the required time guidelines.
7. Use necessary remote tools such as TeamViewer and Web-Ex to assist with installation and/or training of hardware or software.
8. Ability to multitask and be detail oriented as multiple installations occur in the same day/week.
9. Schedule and complete calls after hours if necessary, flexibility in hours is permissible.
10. Follow up with unresolved issues until the completion of the installation and/or training, assuming call ownership.
11. Back up and support the Technical Call Center during peak times and urgent situations. 
12. Provide sales support as needed.
13. Cultivate and maintain strong working relationships between Training & Installation and Technical Call Center Support, Hardware/Software Engineers, Sales, Product Management, Software Quality Assurance and service provider(s).
14. Perform the duties of a Technical Support specialist, when necessary, to troubleshoot, diagnose, correct and repair equipment and/or systems at customer sites, with assistance of Technical Call Center Support, when necessary.
15. Travel during peak times and conduct on-site training and installation (25%). 
16. Assist with new and ongoing training of FITS, Technical Support and Sales Representatives and other associates, as required.
17. Assist Training & Installation Management with special projects, as required.
18. Participate in early stages of product development, whenever possible, and assist in the field alpha and beta testing of new products, providing feedback where appropriate.  Participate in new product training for the department and other departments as necessary..
19. Gather customer feedback, product issues and enhancement request.  Report these using Snap-on bug and request tracking tool.
20. Perform miscellaneous duties as assigned.

1. Two or four year technical degree (HelpDesk) is required, as well as a minimum of 2 years as an Installer-Trainer; OR  1-2 years' minimum as Technical Call Center Support OR Field Installation and Training Specialist. 
2. Mature, highly motivated individual with proven competence in technical support as well as installation and training of both hardware and software. 
3. Must possess excellent communication skills with customers as well as internal associates.
4. Thorough understanding of the principles behind and the implementation of hardware and software, including networked systems, and be able to conceptualize Sales and Support activities to correspond with the Company strategy.
5. Must be self-sufficient and possess proven ability to be proactive in dealing with customers, both internal and external.  A result oriented individual with flexibility and the ability to handle unstructured or unexpected situations.
6. Must possess Microsoft computer program skills (Outlook/Word/Excel; TEAMS and or Zoom virtual communication needs).  
7. Must possess excellent written and verbal communication skills.
8. Must be able to complete tasks with little or no supervision as required.
9. Must be flexible with duty hours as an occasional evening, weekend or holiday install may be necessary.
10. Must be able to travel, up to 25%, for defined periods of time as needed. 
11. Must have a valid driver’s license, good credit, and vehicle available for some required travel.