Job Title:  Technical Support Advanced Specialist

With FARO CREAFORM, possibility takes form.

We give quality teams, production teams, maintenance teams, and designers the certainty 
to manufacture and design like never before — transforming 3D measurements into smarter decisions and endless possibilities.

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies! 

We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.

FARO CREAFORM is seeking a Technical Support Specialist Tier 3 who performs duties to provide technical support to domestic and international customers, product distributors and sales representatives, relating to the organization’s line of products involving hardware and software components, working within the limits of established policies. This is an ideal job for an organized, detail oriented individual with strong problem solving skills, a 2-year CAD degree and at least one year of customer service experience, preferably in a technical support environment. The salary range for the position is $28/hr - $32/hr. 

The Customer Support area is responsible to support customers and resolve their problems using the company’s products as concerns raised during installation, operation, maintenance or product application or compatibility matters.

How you will make a difference @ FARO CREAFORM: 

• Respond to both internal and external customer inquiries related to the organization’s hardware and software products
• Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines
• Manage incidents, product defects, software license and case escalations
• Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system
• Research, diagnose, and troubleshoot solutions to resolve system issues
• Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management)
• Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain
• Take lead on escalated customer related issues or small projects derived from that cases
• Actively provide input to process improvements and support the development of new processes

This position requires: 

• Strong service-oriented mindset

• Strong communications skills

• Preferred: Fluent in two+ languages

• Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred)
• Experience in Geodesy, geomatics or surveying preferred

• Demonstrated work experience in a technical service-oriented organization

• Process management (reengineering) and project management knowledge

• Demonstrate strong organizational business process flow knowledge

What FARO CREAFORM can offer you: 

We have excellent benefits for you and your family.  We not only care for our employees but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as:

• A competitive paid time off bank and paid holidays

• Medical, dental, life and AD&D insurance plans

• Pre-tax flex spending accounts for medical and dependent care

• 401K with employer match

• Tuition reimbursement and training opportunities

• Other employee events

We are a drug-free workplace with pre-employment drug screening.

Join us. Become part of a dynamic organization that values quality, leadership, teamwork, honesty and openness as a way of life in conducting our business.

#LI-HYBRID