Technical Support Engineer

Cemen Tech•Indianola, IA

5d•Hybrid

About The Position

The Technical Support Engineer (TSE) provides technical support and expertise to customers, dealers, and internal colleagues, ensuring that service tickets are actioned in a timely manner and in line with customer promises. The TSE shall continuously improve their technical and product knowledge to identify, analyze, and provide technical knowledge to internal and external customers. The TSE shall promote technical training material, procedures, best practices, technical manuals, etc., and ensure its contents are validated and available.

Requirements

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.
College education in mechanical, electrical or software
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.

Nice To Haves

Technical college degree preferred or equivalent experience.
Bilingual in Spanish is preferred but not required.

Responsibilities

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.