Sr Technical Support Specialist

Description

BUILT TO CONNECT

Astec is a global, manufacturing company of infrastructure development equipment. Our products range from asphalt and concrete plants, aggregate crushers and handlers, industrial heaters and more. Connection is at the heart of everything we do. We design and manufacture products used to build the infrastructure that physically connects the world, but the connections we make with people are what drive us forward. We were founded on innovation and a passion to help our customers succeed. Leveraging innovative solutions and technologies, we serve customers all over the world. We are committed to design and build the most innovative products.

LOCATION : ABOUT THE POSITION

Technical 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 Product Support / Service Management. The Technical Support Specialist will also work cross-functionally within Astec to assist with problem recognition and resolution, product improvements, technical documentation, and process improvements.

Deliverables & Responsibilities

• Provide technical support of certain Astec equipment as part of the 24 / 7 Astec Technical Assistance Center (ATAC)
• Support Quality Improvement Teams efforts to rapidly identify manufacturing, assembly, and design related issues.
• Diagnose and resolve complex technical issues remotely leveraging reference materials, software applications, and tools to promote maximum uptime for the customer.
• Occasional travel to dealer or customer location for skills development, diagnostics, and dealer assistance
• Work cross-departmentally to develop and publish bulletins / technical articles to address common issues with diagnostics, repair, and maintenance.
• Maintains positive and professional attitude with customers, co-workers.
• Clearly documents technical details in case management system.
• Work closely with the functional leadership, Product Support Managers, and office support staff to ensure accurate reports, and associated billing.
• Assist in designing and creating training material for other staff members and customers.
• Provide mentorship to Tier I, II, and other Tier III technicians.
• Support internal company resources in developing course curriculum to provide formal training to customers in a classroom environment.
• Assist with new product development.
• Excellent written and oral communication skills.
• Leads cross functional groups to create training materials and advise staff members on best practices and cost-effective solutions.
• Provide formal training to customers, fellow employees in the field or a classroom environment.
• Occasional travel to dealer or customer location for diagnostics and dealer assistance
• Support Quality Improvement Teams efforts to rapidly resolve manufacturing, assembly, and design related issues.
• Good written and oral communication skills.
• To be successful in this role, your experience and competencies are :
• High school diploma is required; college degree is a plus.
• Minimum 5 years' experience in construction, manufacturing, or related fields
• Prefer 5 years' experience in the Aggregates, Road Construction, HMA, Concrete, or Combustion Industries
• Knowledge of electrical and electronic circuits
• Ability to read and understand mechanical, electrical, and electronics blueprints and designs.
• Knowledge of circuitry, pneumatic, hydraulic, and applicable power transmission equipment
• Considered to be a subject matter or product line expert in multiple equipment categories.
• Expert level understanding in multiple product lines
• Demonstrated critical thinking skills.
• Willingness and ability to occasionally travel domestically and internationally.
• Excellent communication skills, both oral and written
• Basic arithmetic skills, computer skills (Microsoft Office)
• Capable to manage conflict and resolve issues most positively for all parties concerned.

Supervisor and Leadership Expectations

None

Our Culture and Values

Employees that become part of Astec embody the values below throughout their work.

Travel Requirements : % of travel, regional, international

WORK ENVIRONMENT

Manufacturing Environment

Shop manufacturing environment exposures include exposure to moving mechanical parts, machinery, tools and equipment, vibration, fumes or airborne particles, motorized vehicles, welding and machining operations, outside weather conditions and exposure to the risk of electric shock. The employee may occasionally be exposed to varying levels of dirt, dust, toxic or caustic chemicals, very warm and / or very chilly temperatures. The noise level in the shop can be very loud at times consistent with an industrial assembly facility and may require hearing protection. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Astec does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person's veteran status or any other characteristic protected by law or executive order.