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Field Support Specialist I

Date: Dec 31, 2022

Location: Shiremanstown, PA, US

Company: Dorman Products

Dayton Parts, is a subsidiary of Dorman Products, and for over a century we’ve supported the commercial vehicle market with the goal boosting driver uptime by combining the largest selection of parts with the deepest levels of service, engineering, and innovation.  Today, we're a billion-dollar global brand, with more than 3,000 contributors across multiple countries and continents, and we remain focused on driving new solutions. We rely on everyone who works at our family of companies, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business and is encouraged to bring their authentic selves to work. Just like we provide freedom to fix cars and trucks, we also give you the freedom to pursue new ideas, offer different perspectives, and grow in your career

Job Summary

Field Support Specialist role is to provide a single point of contact for end-users to receive support and maintenance within the organization's computing environment.  The FSS is responsible for executing first level support diagnostics, troubleshooting basic issues and effectively escalating incidents while following established protocols, policies and processes; assisting in documenting procedures and policies and in developing and implementing effective standards; and providing timely follow through to resolve and close problem calls and to provide training in support of all technology offerings.  The FSS also provides hands on support and deployment services for workstations and desktop software.

 

Responsibilities and Duties/Essential Duties

  • Maintains professional and positive attitude during all client interactions and team meetings.
  • Provides front-line support and response to solve all problems reported by clients.
  • Keep peers and all supporting levels within IT informed of problems, trends and delays to daily issues.
  • Follows demand management process to receive, prioritize, document and actively resolve client's requests.
  • Problem resolution may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.
  • Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.
  • Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required. 
  • Coordinates interactions across all IT support channels in real time.
  • Serves as liaison between IT and clients.
  • Makes recommendations to CS manager for changes in procedures and systems providing support to clients.
  • Provides training for technology applications and products.
  • Composes routine correspondence for electronic distribution.
  • Conducts research, compiles and displays all Client Service statistical reports.
  • Manages all conference rooms and their state of readiness including: supplies, working condition of audio and video equipment and the general operating appearance.
  • Orders and maintains all supplies and arranges for equipment maintenance.

 

Dorman Leadership Core Competencies

  • Decision Quality
  • Results Driven
  • Influence
  • Project Management
  • Integrity
  • Team Leadership

 

Job Specific Competencies

Traits, skills or attributes that employees need to perform their jobs most effectively.

Some of examples are:

  • Business Acumen
  • Collaboration
  • Customer Focus
  • Financial Acumen
  • Planning & Organizing

 

 

Qualifications

  • Associate Degree in Information Systems, Computer Science or a closely related discipline, or minimum of one - two years business experience.
  • Prior customer service experience or related support experiences a plus.
  • AS400 & RPG experience a plus
  • Strong interpersonal skills are essential.
  • Good organizational skills with the ability to follow through.
  • Good problem-solving skills.
  • Ability to keep track of, prioritize and report status of multiple projects.   
  • Ability to work with changing requirements and priorities.   

 

 

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  EEO/AA Employer M/F/D/V.

www.DormanProducts.com


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