Technical Support Specialist - Remote Equipment Systems
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AI Summary
POSITION SUMMARY
Join Matthews International, the global leader in cremation technology, with over 5,000 systems installed worldwide.
In this role, you’ll support our advanced M-Pyre system, a cutting-edge platform that enables remote access and monitoring of cremation equipment across the globe. As a Technical Support Specialist, you will partner with funeral homes and crematories to deliver reliable, real-time support—helping ensure critical operations run smoothly.
This is an excellent opportunity for individuals with technical aptitude, customer support experience, or those with a background (or interest) in the deathcare or cremation industry.
Perks
- Clear career advancement for continued growth and development!
- Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package effective day 1, including an employer HSA (Health Savings Account) contribution.
- Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
- Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
- Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
- Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
- Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.
WHY JOIN MATTHEWS
- Work with industry-leading, innovative technology
- Be part of a global organization with a meaningful mission
- Gain specialized experience in a unique and growing field
- Opportunity to develop technical and customer-facing skills
JOB RESPONSIBILITIES
- Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
- Solves complex problems regarding technical support.
- Sets up online customers using web interface.
- Route incoming calls to appropriate department.
- Documents all support provided in Team Viewer and Salesforce, and other websites.
- Creates inventory lists for needed parts and/or equipment.
- Estimates repair and/or product costs.
- Participates in problem solving and root cause analysis with the customer.
- Provides training for internal/external employees on technical support.
- Additional duties as assigned.
QUALIFICATIONS / REQUIREMENTS
- Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
- 2+ years of previous technical support experience; or equivalent combination of education and experience.
- High degree of proficiency with Windows OS, Android, and Apple devices, Microsoft Office Suite (especially Outlook), Internet-based applications and tools.
- Experience in the cremation or deathcare industry is a plus.
- Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
- Experience with CRM or remote support tools (e.g., Salesforce, TeamViewer).
- Strong problem-solving and analytical skills.
- Effective verbal and written communication skills.
- Ability to prioritize, multitask, and work in a fast-paced environment.
- Self-motivated with strong attention to detail, deadlines, reporting and follow-through.
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
- Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
- Ability to work overtime as necessary
- Occasional travel either locally, nationally, and/or internationally may be required
PHYSICAL ASPECTS / WORK ENVIRONMENT
- Regularly required to stand; walk; sit; and talk, hear and see.
- Occasionally lift and/or move up to 10 pounds.
* Reasonable accommodation may be made to enable individuals to perform the essential functions.
The Matthews Environmental Solutions division of Matthews Memorialization is a worldwide leader in the design and manufacture of technologically advanced crematoria equipment, as well as cremation-related products and services. It is a total solutions provider for combustion products and services with a passion for the environment and success for our clients. We are a global leader in cremation equipment, waste incinerator systems, environmental solutions, service, parts, supplies, crematory management and memorial products. We have a passion for innovation and are committed to continually finding new solutions for a varied customer base.
Matthews Environmental Solutions and Matthews Memorialization are (MATW) Matthews International companies.
https://matthewsenvironmentalsolutions.com/us/
At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.
Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.
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