About the Company Bell and Howell is focused on improving customer experience by providing advanced technologies in high-growth markets. Leveraging a rich history and expertise in mechatronics and workflow efficiency, the company delivers comprehensive solutions in retail click-and-collect, pharmaceutical factory intelligence, consumer packaging automation, and production mail. The company is one of the largest and most sophisticated service organizations in the world, with more than 800 service engineers, 24/7/365 customer service and technical support centers, as well as advanced remote monitoring and diagnostic capabilities. Location: Durham, NC Job Summary: Reporting to the Manager, Technical Support, the Technical Support Engineer - Network Operations Center (NOC) provides virtual/remote technical consultation and troubleshooting to support installations, conversions, modifications and escalations. Provides remote monitoring and trouble-shooting for supported products and engages field technical support as needed. Supports on-going customer support for field service by providing senior level hardware and software assistance, proactive and emergency technical support of all product lines. Minimizes customer downtime by troubleshooting and resolving software, hardware and electrical problems on all existing product lines through direct problem analysis or analysis of collected data; providing remote assistance seven days/week, twenty-four hours/day as scheduled; troubleshooting issues within the Technical Assistance Center (TAC) by phone, remote computer access; monitoring status of problem resolution at all times. Acts as a liaison between service management and the customer by being the first level of issue escalation in customer related technical issues at the request of management. Partners with field service to provide the highest level of customer support. Investigates type and history of issues; applies technical expertise and statistical analysis techniques to diagnose problems; refers to technical manuals and schematics; coordinates, as needed, assistance from engineering; follows-up with Service personnel to ensure problem resolution and customer satisfaction. Maximizes product performance by analyzing OMS (Opportunity Management System) reports develops and presents recommendations on short and long term resolutions; summarizes and highlights critical/repetitive issues to upper management; partners with Engineering and Manufacturing to develop modifications which improve product performance/reliability. Specific product line support may also include serving as or providing support for field project leader(s); warranty program administration and coordination with manufacturing to ensure customer satisfaction. Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner; acting as liaison between the customer and other Service or factory personnel. Responsible for providing a detailed technical review for RAS (Reliability Accessibility Serviceability) requirements for Product Launch, for all new products developed or purchased by Bell and Howell. Ensures technical information is updated by assisting in the review and edit of parts catalogs, service manuals, service bulletins and product reference material, such as PMI checklists, troubleshooting guides, product knowledge bases, etc.; reviewing and editing Training Center courses which teach effective service techniques. Contributes to team efforts by accomplishing related results in a cooperative and supportive manner. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks, and participating in professional societies. Supervisory Responsibilities: N/A Competencies (Skills, Knowledge and Abilities): Excellent analytical, problem solving, and troubleshooting skills for both electronics and Software; ability to read and interpret product schematics and documentation; good project management skills. Excellent written, verbal, and presentation skills Effectively communicates in all situations Ability to use standard and specialized hand and power tools and diagnostic equipment. Strong interpersonal/customer relations skills; clear and concise verbal and written communications. Strong computer skills: Windows, Word and Excel; ability to work under minimal supervision. Ability to adapt to a constantly changing work environment Education and Experience: 4-year degree in Engineering with 3+ years related experience or Associates degree or Certification in Electrical/Mechanical Engineering with 5+ years related experience, or an equivalent combination of education and relevant experience. Software knowledge or experience a plus.

Travel: This position may require some travel - less than 25%. Physical Requirements: Ability to remain in a stationary position 75% of the time. Ability to type on a keyboard. Ability to hear and talk. Ability to move about inside the office to access file cabinets, office machinery, etc. Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Requires close vision for computer work and reviewing correspondence. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.