Leads advanced technical support by investigating and resolving complex application issues, performing root-cause analysis, escalating problems to Engineering and Quality, and supporting customers and partners. The role maintains case records and knowledge-base content, participates in new product introduction programs, trains and mentors lower-tier support agents, communicates with customers, and provides frontline support during peak periods. The position is based in Fort Mill, South Carolina, includes on-call coverage, and requires up to 15% travel.
Job Summary & Responsibilities
As an Advanced Application Engineer here at Brady Corp., you will lead a team to deliver high-quality solutions, provide technical expertise, and ensure exceptional customer service. Your leadership will drive innovative solutions and business growth. You will report directly to our Sr Tech Supp Manager and you’ll work out of our Fort Mill, SC location.
Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment
Travel to customer sites as needed, up to 15%
Must live within the Fort Mill, SC location
Preferred Qualifications- Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues. Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes.
- Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
- Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
- Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs. Keep the customer updated on the status of work in progress on their problems.
- Develop robust communication practices with strong focus on customer service and solution quality.
- Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines. Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems.
- Keep the case handling system updated with current information on the support case, related activities and resolution.
- Participate in assigned NPI projects and fully prepare the support teams for new product launches.
- Maintain and extend product knowledge by self-study and by attending relevant training sessions.
- Regularly share product and troubleshooting knowledge via coaching and training initiatives.
- Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.
- Handling complex issues escalated from the lower support tiers and recording all related activities in the case handling system.
- Deep investigation of complex technical issues and resolution of support requests.
- Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills.
- Preparing the team to support new product offerings, by participating in the Honeywell New Product Introduction (NPI) program.
- Actively developing and maintaining technical knowledge base content.
- Timely communication to customers with focus on customer service and relationship building.
- Providing back-up to the frontline support staff at peak times as required.
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