Technical Support Engineer

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Full Time Professional Indianola, IA, US

5 days ago Requisition

Salary Range: $25.00 To $34.00 Hourly

Cemen Tech Inc. — the world leader in volumetric concrete technology is entering an exciting new era of growth, innovation, and opportunity under new ownership and leadership. We’re building a workplace where employees are valued like family and rewarded for their hard work.

• Employee Ownership (ESOP) – As an employee-owner, you share in the company’s success while building long-term financial security and retirement value for you and your family.
• 100% Paid Health Insurance – Keep more of your paycheck with company-paid premiums.
• Great Benefits & Perks – Paid time off, parental leave, 401(k), bonuses, and more.
• Strong Team Culture – Work in a supportive, innovative, and team-focused environment.
• Employee Appreciation – Enjoy company events, holiday meals, service awards and local sporting event tickets.

Technical support engineer (TSE) provides technical support and expertise to customers, dealers and internal colleagues and ensures that service tickets are actioned in a timely manner and are in line with the customer promises.

The Technical Support Engineer shall continuously improve his/her technical & product knowledge to be able to identify, analyze and provide technical knowledge to internal and external customers.

The Technical Support Engineer shall promote technical training material, procedures, best practices, technical manuals etc. and ensure its contents are validated and available.

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

• Provide technical remote support to customers and dealers.
• Ensuring that the escalation process is followed and analyzed as well as provide remote technical assistance for each service request accordingly.
• Providing feedback to other internal departments as required regarding manuals, technical specifications relating to fit, function and quality.
• Escalate unresolved concerns to manager and/or Director of Customer Support.
• Translate service tickets into technical documentation by creating troubleshooting aids and quick reference procedures and guides on common problems identified through remote support.
• Identify upsell and cross-sell opportunities and channel it to Customer Support Coordinators to create a quote.
• Participate as requested in new product development projects providing technical experience from the perspective of the customers and dealers.
• Expected to travel up to 30% to customers’ locations or other locations to increase hands‑on experience and knowledge level of our products or components used in our products.
• Validate and update data on Unit files based upon updates from the field and through remote support.
• Report on quality issues utilizing Corrective Action requests, Field Issues Reports and providing technical expertise during Root Cause Analyses of the issues.
• Other duties assigned due to the need of the business.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent communication skills and ability to work in a multi-discipline team environment.
• A naturally outgoing individual with a profound ability to interact with customers and teams alike.
• Ability to build lasting relationships with the customers and dealers.
• Understanding of customer satisfaction/experience and the ability to translate that into feedback to the organization and react accordingly.
• A customer and service minded self‑starting individual, that is…