Digital Technical Support Engineer – Construction Technology

Responsibilities

• Supports the identification, investigation, monitoring, and resolution of customer issues for products supported by Construction Industries following established standards and processes.
• These products include Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries.
• Supports technical tasks related to business processes and applications.
• Assists in gathering and analyzing business requirements and identifying technical gaps.
• Participates in troubleshooting activities, root cause analysis, and issue resolution.
• Follows defined processes for risk assessment, corrective actions, and quality checks.
• Shares customer feedback with internal teams to help improve products and services.
• Supports onboarding of any new products into Construction Industries Helpline.
• Stays current on product updates, releases and system changes to ensure effective support coverage on relevant products.
• Develop / maintain healthy working relationships with business partner technical support personnel and serve as primary point of escalation for any technical related issues.

• Customer Focus:
  Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Effective Communications:
  Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Systems Thinking:
  Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
• Business Intelligence:
  Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
• Application Design, Architecture:
  Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application design.
• Technical Troubleshooting:
  Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Demonstrates expertise in customer-focused solutions, effective communication, and technical troubleshooting while leveraging business intelligence and application design methodologies to enhance product support and resolution processes.

• Technical Troubleshooting
• Application Design
• Business Intelligence
• Root Cause Analysis
• Risk Assessment

• Effective Communication
• Customer Relationship Management
• Problem Solving

• Construction Industries
• Business Processes
• Technical Support
• Quality Checks

• Grade Control Systems
• Payload Systems
• Cat Command
• Detect/Safety Systems