Technical Support Specialist II
Mitsubishi Electric Power Products, Inc.

Pittsburgh, Pennsylvania


POSITION SUMMARY

Perform troubleshooting, technical, and service support activities for LED Large Scale Video Screen (LSVS) systems within Diamond Vision Division (DVD). Serve as the primary interface between DVD customers, service providers and/or DVD Project Managers for troubleshooting, technical and service support incidents.
ESSENTIAL FUNCTIONS

  • Perform remote and onsite technical and service support for LSVS systems, software, and associated peripheral products for customers and service providers.
  • Monitor the Division's remote monitoring system and provide timely support to customer requests via website, hotline, emails and direct calls as needed.
  • Conduct LSVS system operational and service training for customers.
  • Install, wire, troubleshoot, and service of rack mounted peripheral equipment at customer sites.
  • Provide technical support for site troubleshooting and testing as needed.
  • Perform site LSVS adjustments and calibrations in video color, performance and uniformity.
  • Maintain and distribute technical updates, such as service procedures, service bulletins, and engineering change notifications to customers and service providers.
  • Collaborate in the development and maintenance of technical support processes and procedures.
  • Produce letters, memos, e-mails, reports and other technical communications as required for distribution.
  • Assist with managing and documenting warehouse spare parts inventory.
  • Initiate quality and processes improvement entries into the Division's Quality Reporting System (QRS) per policy.
  • Collaborate with MEPPI suppliers and MEPPI personnel to assist with tests/demonstrations as needed.
  • Assist with testing and repair of customer returned parts including service order entry and packaging/shipping paperwork.
  • Further the goals and positive, professional image of the Division through interaction with other Departments in the Division, as well as other company Divisions and vendors.
  • Know MEPPI's Quality, Safety and Environmental Policies. Be able to fully discuss the importance of these policies and how they impact work.
QUALIFICATIONS
  • Associate's degree in related technical field with a minimum 5 years of technical support and field service experience with troubleshooting and repairing display systems, or equivalent education and experience.
  • Advanced knowledge of large-scale display equipment, software and peripheral equipment and how to properly install, maintain and repair such equipment.
  • Advanced knowledge of troubleshooting processes, data analysis, safety requirements and OSHA standards.
  • Advanced analytical and problem-solving skills.
  • Intermediate interpersonal and communication skills required to communicate with customers, suppliers and employees.
  • Ability to read and understand technical drawings and material.
  • Ability to work in a team environment and on multiple projects simultaneously.
  • Intermediate computer skills, emphasizing knowledge of MS Office products and MRP/ERP systems.
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