What are the responsibilities and job description for the Technical Support Specialist - Manufacturers Rd. position at Heatec, Inc.?
SUMMARY
Product Support Specialists regularly diagnose and, with the aid of on-site technicians, remotely remedy equipment performance issues and failures to bring equipment back into specification under the direction of the Service Manager / ATAC Supervisor. The Product Support Specialist will also work cross-functionally within Astec to assist with problem recognition and resolution, product improvements, technical documentation, and process improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide technical support of certain Astec equipment as part of the 24/7 Astec Technical Assistance Center (ATAC)
- Diagnose and resolve complex technical issues remotely leveraging reference materials, software applications, and tools to promote maximum uptime for the customer
- Engage with customers and dealers regularly on field service support
- Work cross-departmentally to develop and publish written solutions to common problems for customers and dealers
- Assist with developing repair and maintenance best practices
- Support Quality Improvement Team (QIT) efforts to rapidly identify and resolve manufacturing, assembly, and design related issues
- Administer technical training as required
- Occasional travel to dealer or customer location for diagnostics and dealer assistance
SUPERVISORY REQUIREMENT
- N/A
KNOWLEDGE, SKILLS, AND ABILITIES
- High school diploma is required; college degree is a plus
- Five years of experience in the troubleshooting/diagnostics, repair, and maintenance of heavy construction equipment
- Strong mechanical and/or electrical aptitude
- Good computers skills; fluent in standard Microsoft applications (Excel, Outlook, etc.)
- Engineering drawing, electrical, and hydraulic schematic interpretation skills required
- Good verbal and written communication skills.
- Excellent interpersonal and collaboration skills are required
- Ability to maintain a passport is required to support occasional overseas travel.
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 job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; frequently talk and hear; and occasionally climb or balance. The employee frequently is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 20 pounds. This position is occasionally required to operate an automobile and travel by airplane. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing 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 job, the employee is primarily exposed to an office environment and occasionally a shop manufacturing environment or a vendor’s facility. The employee is periodically required to travel. Exposures at a shop manufacturing environment or a vendor’s facility can include moving mechanical parts, heights, fumes or airborne particles, and outside weather conditions. The employee is exposed to travel hazards associated with airline and automobile travel. The employee is occasionally exposed to electrical hazards, toxic or caustic chemicals, extreme cold and extreme heat. The noise level in a shop manufacturing environment or a vendor’s facility environment can be very loud.
Note: This job description is intended to be a general guideline of areas of responsibility. There will be incidental tasks not listed on a job description that arise at various times. These tasks are assigned to help out the department and company and, as a member of the Astec, Industries team; each employee is expected to help in these areas.
