Field service support

Hyosung America, Inc Job Type: Full Time Location: US Field Technical Support Specialist Job Summary The Field Technical Support (FTS) Specialist is responsible for providing advanced technical support to Field Service Engineers (FSEs), monitoring ATM performance, supporting training initiatives, developing documentation, and assisting with special projects. This role requires maintaining readiness to respond to incoming support requests, researching parts, evaluating underperforming equipment, identifying root causes, and recommending or executing corrective actions. FTS Specialists must be able to effectively guide technicians remotely using technical knowledge, documentation, system information, and available photographs. Specialists are also expected to perform field assignments as directed by management and support organizational objectives as needed. This position generally follows a fixed schedule with occasional overtime and is typically based on a four-on, three-off schedule consisting of 10-hour shifts. Essential Functions Technical Support Respond to Incoming Calls from Field Service Engineers - Document all work performed within the designated ticketing system. - Ask probing questions to identify root causes and determine effective resolutions. - Guide technicians through troubleshooting and repair procedures. - Diagnose hardware and software-related issues. - Recommend appropriate corrective actions. - Escalate issues to management when necessary. - Assist in the creation and maintenance of knowledge base articles, technical documentation, and instructional videos. - Utilize reference materials and documentation to support FSEs and fellow FTS Specialists. - Perform additional duties and special assignments as directed by management. ATM Performance Monitoring - Review chronic ATM issues and recommend corrective actions within assigned timeframes. - Conduct site visits as needed to analyze and resolve recurring ATM performance issues. - Ensure ATMs within the assigned region are operating at optimal performance levels. Training - Provide training to Field Service Engineers on new equipment, devices, processes, and procedures, either remotely or in person. - Assist in the development of classroom and training materials. - Conduct classroom training sessions for individuals or groups as required. - Travel to remote locations when necessary to support training initiatives. Documentation and Knowledge Management - Create and maintain instructional documentation and videos covering service procedures, parts replacement, troubleshooting techniques, and best practices for ATMs and TCRs. - Maintain parts lookup tools, knowledge base content, and field support databases as assigned. Travel Requirements - Travel may be required outside the designated work area as business needs dictate. - Travel may occur on short notice and may include overnight stays, after-hours assignments, and weekend work. - Travel may involve driving and/or air travel depending on business requirements. - Estimated travel requirement is approximately 30%, or as determined by management. - A company vehicle may be provided based on business needs. - Complete expense reports accurately and in a timely manner for approved business expenses. Hours and Scheduling Work schedules may include first, second, or third shifts, or 10 hours of work shift 4 days a week. Weekend coverage may be required. Addi