PURPOSE OF POSITION
Technical support engineer (TSE) provides technical support and expertise to customers, dealers and internal colleagues and ensures that service tickets are actioned in a timely manner and are in line with the customer promises.
The Technical Support Engineer shall continuously improve his/her technical & product knowledge to be able to identify, analyze and provide technical knowledge to internal and external customers.
The Technical Support Engineer shall promote technical training material, procedures, best practices, technical manuals etc. and ensure its contents are validated and available.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
- Provide technical remote support to customers and dealers.
- Ensuring that the escalation process is followed and analysed as well as provide remote technical assistance for each service request accordingly.
- Providing feedback to other internal departments as required regarding manuals, technical specifications relating to fit, function and quality.
- Escalate unresolved concerns to manager and/or Director of Customer Support
- Translate service tickets into technical documentation by creating troubleshooting aids and quick reference procedures and guides on common problems identified through remote support.
- Identify upsell and cross-sell opportunities and channel it to Customer Support Coordinators to create a quote.
- Participate as requested in new product development projects providing technical experience from the perspective of the customers and dealers.
- Expected to travel up to 30% to customers’ locations or other locations to increase hands-on experience and knowledge level of our products or components used in our products.
- Validate and update data on Unit files based upon updates from the field and through remote support.
- Report on quality issues utilizing Corrective Action requests, Field Issues Reports and providing technical expertise during Root Cause Analyses of the issues.
- Other duties assigned due to the need of the business.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent communication skills and ability to work in a multi-discipline team environment.
- A naturally outgoing individual with a profound ability to interact with customers and teams alike.
- Ability to build lasting relationships with the customers and dealers.
- Understanding of customer satisfaction/experience and the ability to translate that into feedback to the organization and react accordingly.
- A customer and service minded self-starting individual, that is proactive, organized, and who can manage time effectively and is goal oriented.
- Ability to execute agreed tasks and deadlines against performance metrics.
- Ability to be related to all levels of knowledge and translate complexity in step-by-step instructions.
- Computer/ERP/Software literate able to use these tools to be successful.
- Must have advanced understanding of mechanical, hydraulic, pneumatic, and electrical systems and circuits.
- Expert ability to read and interpret schematics related to electronics, pneumatics, and hydraulics.
- Must desire to be the knowledge expert for technical support team in at least one of the following areas: Mechanical, Electrical, Software/Controls, Hydraulics.
EDUCATION – EXPERIENCE – COMPUTER SKILLS
- College education in mechanical, electrical or software
- Technical college degree preferred or equivalent experience.
- 2-3 years of technical experience required preferable from design, production, or service roles.
- Experience of using an ERP, CRM, Software applications required to remotely diagnose problems.
- Proficient computer skills including Word, Excel, and PowerPoint.
- Knowledge of customer service processes and ideally worked in an OEM Service environment. Is preferred.
- Bilingual in Spanish is preferred but not required.
CORE VALUES – Listed in bold below are Cemen Tech’s six Core Values including an example of each Core Value.
- Positive Mindset - We know our attitude affects our performance.
- Ingenuity – Better, Faster, Easier.
- Accountable - We accept responsibility for our actions.
- Do the Right Thing - Do the right thing every time.
- Engaged - Listening to understand...acting to accomplish.
- Safety - We will reinforce safe habits by our own actions.
COMPETENCIES
To perform this position successfully, individual should demonstrate the following work competencies:
- Problem Solving - Identifies and resolves issues in a timely manner.
- Communication Skills – Speaks clearly, listens, and receives clarification, responds to questions while under pressure.
- Dependability - Follows instructions, responds to management direction, and takes responsibility.
- Quality Assurance - Demonstrates accuracy and thoroughness.
- Ethics/Professionalism - Treats people with respect; Works ethically and with integrity.
- Organizational Support - Follows policies and procedures.
- Judgment - Exhibits sound and accurate judgment.
- Safety and Security - Observes safety and security procedures; Uses equipment properly.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee:
- Must be able to frequently stoop/bend.
- Must be able to regularly use hands and arms.
- Must be able to regularly stand and walk.
- Must be able to lift and/or move up to 30 pounds.
- Must be able to work up to 15 feet off the ground, to work inside of bins on units, to climb ladders on occasion.
- Specific vision abilities required by this job include close, distance, color, and peripheral vision.
ENVIRONMENTAL ADAPTABILITY
The noise level in the work environment is usually moderate.
Cemen Tech, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Cemen Tech, Inc.
