Field Service Technician responsible for maintaining chemical dispensing equipment for P&G Professional. Working independently to troubleshoot and repair equipment while delivering superior customer service.
About the role
- Engineering Support Specialist providing advanced technical support and troubleshooting at Acuity Inc. Collaborating with teams and managing cases through resolution.
Responsibilities
- Own end-to-end management of Engineering Support and Engineering cases.
- Manage tickets in Salesforce and Azure DevOps.
- Lead external communications with agents/customers and provide internal updates to Acuity stakeholders.
- Coordinate handoffs with the Dedicated Support team for escalated cases.
- Participate in regular meetings (escalations, NPD, special assignments, process improvements).
- Create/revise KCS articles and help manage the KCS backlog to sustain a healthy knowledge base and promote self-service.
- Assist in training Frontline and Enhanced Support Associates.
- Provide after-hours emergency phone support.
- Travel as needed for OJT, classroom training, and jobsite troubleshooting.
Requirements
- Strong technical aptitude and troubleshooting across hardware, software, and programming.
- Ability to work independently and in teams; strong leadership and accountability.
- Continuous improvement mindset and effective time management.
- Excellent verbal and written communication for customer-facing problem solving.
- Proven conflict management and customer service skills.
- Associate’s/Technical degree in Electrical/Electronics or IT, or equivalent work experience.
- ~4 years in Acuity Technical Support (including ≥1 year in Enhanced Support) or equivalent experience elsewhere at Acuity.
Benefits
- health care
- dental coverage
- vision plans
- 401K benefits
- commissions/incentive compensation
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