Automation Support Technician II - St.Charles, MO, USA

Job Description · Delivers superior service to MiTek customers by providing product and service information. Provides troubleshooting and support for MiTek Automation equipment (Software, Electrical, Mechanical, etc.). Assists with complaints, orders, errors, account questions, b ...

Job description

Job Description

Delivers superior service to MiTek customers by providing product and service information. Provides troubleshooting and support for MiTek Automation equipment (Software, Electrical, Mechanical, etc.). Assists with complaints, orders, errors, account questions, billing, cancellations and other queries.

Job Responsibilities & Requirements

Responsibilities:

• Receive incoming customer issues in support of MiTek Automation equipment and help customers resolve those issues by:

  • Researching previous customer issues within call tracking system

  • Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue.

  • Contribute and collaborate with other support technicians.

• Provide technical support for all internal MiTek employees including Installation Support Technicians, Technical Support Representatives and Sales reps.

• Maintain records of daily data communication transactions, problems and remedial actions taken with use of Salesforce.

• Follow up on all logged calls within 3 business days to determine the status of the call.

• Attend product and customer related meetings as required.

• Document and communicate customer feedback including complaints to management.

• Recommend potential products or services to management by collecting information and analyzing customer needs.

• Provide part number identification for most supported machinery using a drawing, parts guide, order history or equipment manual.

• Review and edit machinery service bulletins and manuals.

• Ability to troubleshoot and support 1 of the top 5 machines by case volume.

• As top machines change, must be willing and able to learn new machines and software and become proficient in troubleshooting and supporting new machines.

• Accurately quote parts using computer system or special promos as applicable.

• Comply with established procedures for sales order entry, returned materials authorizations (RMAs), parts quotes, and phone call tracking.

• Ability to work closely with manufacturing and shipping for best sourcing of orders.

• Process orders, make changes, track, or cancel orders by following order entry procedures

• Initiate callbacks to and follow up with customers in the event of backorders and other unexpected changes or delays.

• Perform other duties as required.

• Be available for occasional overnight travel.

• Complete monthly expense reports.

Required Qualifications:

• 4+ years of component manufacturing industry experience required.

• Proven experience with large-scale automated equipment maintenance and troubleshooting required.

• College/technical school diploma in related field or equivalent combination of education and work experience (Electrical, Mechanical, Software).

• Basic knowledge of automation software with ability to set and adjust settings.

• Excellent verbal and written communication skills.

• Working knowledge of computers including proficiency with Microsoft Office Applications.

• Experience with QAD, Salesforce, Bomgar, Kiteworks or similar programs.

• Strong problem-solving skills and attention to detail.

• Ability to work in a team environment.

• Ability to interact professionally with others; including internal customers, vendors and external customers.

• Basic knowledge of SQL.

• Ability to check IP addresses, download and install software.

Preferred Qualifications:

• Knowledge of residential and/or commercial construction and specification processes a plus.

• Experience with MiTek Automated Equipment and/or Software a plus.

MiTek Perks:

• Generous time off including Paid Time Off, 13 annual holidays, and volunteer time off

• Day One Medical/Rx, Dental and Vision Plans

• Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement

• Performance/Incentive bonuses

• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement

• Retirement programs including Matching 401(k) Contributions and Profit Sharing 

• Employer paid Short-Term Disability, Long-Term Disability and Life Insurance

• myFlexPay partner – allows you to track, manage and access your pay anytime

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources