The Inside Technical Support Representative will provide technical assistance and support to customers using our concrete production machinery. This role involves troubleshooting issues, providing solutions, and ensuring customer satisfaction through effective communication and technical expertise.
Essential Job Results:
- Customer Support: Provide exceptional customer service and technical support to clients via phone, email, and chat.
- Issue Resolution: Diagnose and troubleshoot technical issues related to concrete production machinery, including hardware and software problems.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions using our CRM system.
- Training: Assist in training customers on the operation and maintenance of equipment.
- Product Knowledge: Stay updated on the latest developments in concrete production machinery and related technologies.
- Collaboration: Work closely with the engineering and sales teams to resolve complex issues and improve product performance.
- Feedback: Collect and relay customer feedback to the product development team to enhance product quality and customer experience.
- Contributes to the team effort by supporting the business as directed.
Requirements:
- Must be familiar with the use of MS Office.
- Knowledge of Zoho CRM is beneficial.
- Experience using Autodesk products is beneficial.
- Knowledge of Beckhoff and Siemens PLC products are beneficial.
- Must work well under deadlines and have excellent critical thinking skills.
- High school diploma or equivalent is needed for this position. Technical Degree preferred.
- 3-5 years of experience in troubleshooting automation issues.
- Work in a demanding environment and respond well to time constraints.
- Effective communication skills and customer service.
- Able to multi-task and respond to frequent telephone and e-mail requests.
Please send your CV for consideration to:
career@simemamerica.com
SIMEM is an equal opportunity employer and considers qualified applicants for employment without regard to sex, race, color, religion, ethnic or national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information and/or any other characteristic or status protected by law.