Job description

The first 6 months will require weekly travel to and from Burlington, WI for training. Position to be remote following training.

The service support technician’s primary responsibility is to support customers via phone, to diagnose and resolve equipment issues of a mechanical, electrical or controls/programming nature. Experience with concrete production equipment and best practices is highly preferred but not required in applying for this position.

Essential Duties and Responsibilities:

• Assist Customers through phone and internet connection, with problems regarding concrete equipment and related products including electrical and controls support and training.
• Ability to explain the use of a multimeter for testing electrical issues
• Ability to read and explain Schematic plans for electrical controls and corresponding locations on the plant
• Assist customers through phone and internet with mechanical problems on concrete plants
• Ability to read and interpret mechanical schematics and drawings for equipment
• Understand and explain basic concrete batching process to new customers
• Listen to customer concerns and work to find solutions to fulfil the customer’s needs
• Work with programmers to help advance the software making the customer experience smoother and easier
• Report issues to programming department as needed to resolve bugs within the programming software
• Report customer requests for program enhancements to programming department
• Coordinate with manager of field service to schedule field service technicians at customer request
• Work with parts department to fulfill customer requests
• Document issues customers are having and be able to discuss internal fixes
• Ability and desire to learn new skills
• Ability to work alone and within a group

Other Responsibilities

• This position will include the use of the following pc programs: word, excel, outlook,
• Knowledge of Allen Bradley software for Programming SLC PLCs a plus.
• Experience using internet to log in remotely to customers PC’s a plus. (Fixme.it and TeamViewer)
• This position will not be traveling except to possible local plants to better understand batching process. (One day trips no overnights)
• All other duties to be assigned.

Education and Experience:

• Minimum of high school education; 2-year technical degree in mechanics or electronics preferred
• Minimum of 2 years in a technical support role preferred
• Strong electrical background
• Excellent phone etiquette - must be comfortable talking to customers
• Able to read electrical schematics
• Able to work with minimum supervision
• Should be customer service driven
• Knowledge of MS Office (Word, Excel, Outlook)
• Able to multi-task

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Schedule:

• Monday to Friday
• Overtime

Application Question(s):

• Do you have a background in concrete manufacturing?

Experience:

• Electrical: 1 year (Required)
• Manufacturing: 1 year (Required)
• Customer service: 3 years (Preferred)

Language:

• English (Required)

Work Location: Remote

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