Automation Support Technician II

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.

• 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.

• 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.

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

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

• 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…