Sr Technical Support Engineer

THE COMPANY

Why Work at This Company?

Great people: helpful, knowledgeable employees; great products: state-of-the-art design & manufacturing; great environment: scenic area

Hiring Company Description:

Southern Oregon's Umpqua Valley is a beautiful place, with pure air, clean water, and a variety of wildlife. Orenco was born in this valley, nearly 40 years ago. We're privileged to design and manufacture products that help ensure the health and safety of people, neighborhoods, and communities, everywhere.

Do you enjoy outdoor recreation like biking, hiking, and fishing? How about good wine and good food? Ever thought about living where the ocean, ski resorts, and hot springs are all just a few hours away? If you're interested in working for a great company headquartered in the Pacific Northwest, take a look at our job postings and see what might be a good fit.

Company Details

Orenco was founded in 1981 in response to widespread failures in Oregon's onsite wastewater systems. Since then, we've grown to become an industry leader, with hundreds of employees and more than 300 points of distribution in North America, Australasia, Europe, Africa, and southwest Asia. You can find our products and solutions in 70 countries, on virtually every continent.

Orenco is headquartered in Douglas County, Oregon, where we have over 400,000 square feet of manufacturing space spread among three locations. Because we're dedicated to engineering-based solutions, more than 10 percent of our approximately 390 employees are scientists or engineers. Orenco's products and technologies appear in numerous technical publications, and our employees are asked to speak at conferences throughout the world.

GENERAL POSITION SUMMARY:

The position of Senior Technical Support Engineer is responsible for advanced technical support throughout the company. This position follows and maintains set procedures in overseeing the internal help desk system. Acts as first contact and back up to the Technical Support Engineer position with initial training, continued assistance in troubleshooting, and problem resolution with help desk when necessary. The Senior Technical Support Engineer must manage multiple projects and issues simultaneously. Must keep well-organized, detailed documentation logs to track all projects through to completion. Good presentation skills are required, as solutions to complex issues will need to be presented to the group. There is a high degree of customer interaction required in this position and the engineer must present the company in a positive light at all times.

ESSENTIAL FUNCTIONS & KRA (Key Result Areas):

>Safety/Culture

• Continuously maintains Orenco Management's safety, cultural, and professional standards.
• Promotes, encourages, and reinforces a positive safety culture, safe practices, and a safe work environment to all employees.

>Senior Technical Support Engineer Tasks

• Triage incoming requests to the help desk
• Monitors and provides support in processing of incoming help desk
• Assist, when needed, in finding resolutions to ensure closure and proper recording and reporting of all issues.
• Test and develop resolution plans for technical problems, communicating needs to customers and supervisors.
• Analyze and consult on implementation and troubleshooting of technology products.
• Provides training and acts as a mentor to new and lower level staff and other technical support staff on a regular basis, and in many forms, on technical and procedural matters.
• Ensure that a high level of customer service and support is provided to all
• There may also be some supervision of lower-level staff members who work with the senior engineer on projects.
• May produce white papers, technical support bulletins, presentations, and instructor led sessions.

> Work to be done during manufacturing business hours, which may include an occasional early and/or later shift as needed. Occasional long hours may be required.

> Regular, consistent, and predictable attendance is required.

> Performs other duties as assigned.

EDUCATION:

A bachelor's degree, equivalent certifications, or equivalent work experience are required. A Senior Technical Support Engineer typically must have worked in the field for at least three to four years and possess advanced knowledge and troubleshooting skills.

KNOWLEDGE/SKILLS/EXPERIENCE:

• Great analytical, problem solving, and troubleshooting skills.
• Ability to work without supervision.
• Diagnose mechanical, software, hardware, and system failures and/or issues through established procedures.
• Strong verbal and written communication skills with the ability to assess each customers IT knowledge level and provide appropriate feedback.
• Able to communicate detailed series of actions, face to face, over the phone, or via remote support sessions to help resolve customer issues
• Courteous, patient, and customer focused communication skills are essential to this position as considerable customer contact is required.
• Be self-motivated, well organized, and detail oriented.
• Excellent time management skills, proven adaptability, with the ability to prioritize and manage numerous open projects/cases and work effectively in a fast-paced environment.
• Ability to stay abreast of and learn up-to-date technical knowledge and in depth understanding of software and equipment customers are using is necessary.
• Ability to stay focused, managing time and resources, to achieve positive results in all situations ensuring minimum loss of productivity, enabling customers to regain access to computers etc.
• Be "on-call" for all periods as assigned by department manager.
• Ability to be flexible and adjust to priority changes with little notice and to remain calm during confrontational or high-pressure situations.
• Ability to use sound judgement and follow-through in problem-solving and decision-making processes.
• Must have satisfactory driving record, maintain valid driver's license, and current insurance on personal vehicle if used for business. Must meet company insurability requirements.

TOOLS & EQUIPMENT:

Cell Phones

Computers - Mac and PC – Desktop and Laptop

Desk Phones and Headsets

General Office Equipment

Monitors

Multi-Function Machines

Multi-Line Phone with Intercom

Overhead Projector

Tablet/iPad

Various Hand Tools

Vehicle

WORKING CONDITIONS:

Sedentary job in an office environment with extended periods of sitting and viewing a computer screen with intermittent physical activity. Occasional exposure to outside elements and dust, or odors, when working in the production/shop areas.

PHYSICAL REQUIREMENTS:

Regular job duties include seeing, speaking, hearing, reading, writing, keyboarding, prolonged periods of sitting including extended time viewing a computer screen. Intermittent physical activity including standing, walking, kneeling, climbing stairs and ladders, reaching, pushing, pulling, grasping, holding, bending, twisting, stooping, squatting, and light lifting of under 20 lbs. Occasional periods of significant physical exertion as required for transporting, moving, installing, during placement and retrieval of materials and equipment. Requires the ability to lift, move, and handle up to 50 lbs. of material, occasionally up to 70 lbs. Lifting over 70 lbs. must be assisted. Occasional operation of a motor vehicle.

Current Openings for Sr Technical Support Engineer Jobs at Orenco Systems