Technical Support Representative - Industrial Automation

Job DescriptionJob DescriptionDescription:

Why Join Our Team?

We believe in taking care of our employees, and it shows. Here’s what you can expect when you join us:

Comprehensive Healthcare Coverage: 100% employer-paid medical, dental, and vision insurance for employees.

Employee Ownership: Be a part of something bigger as an employee-owner in our company.

Retirement Savings: 401(k) plan with a company match to help you plan for your future.

Paid Time Off: Paid sick leave and vacation that begin accruing immediately, giving you the work-life balance you deserve.

Join a team that values your well-being, invests in your future, and celebrates shared success.

Provides technical support to customers who call or email with questions about Maple Systems’ products.

Principal Duties and Responsibilities

• Answer customer questions via email and phone about the operation of company products
• Assist customers who are having issues getting company products to work in their applications.
• Document technical issues with Maple Systems’ products and evaluate customer solutions.
• Provide feedback to engineering for issues that are discovered with the use of our products, and suggestions for how to make our products better.
• Write technical “how-to” documents, create sample projects, and create instructional videos to explain our products’ features and functions.
• Provide pre- and post-sales support to the sales team when customers need more technical information.
• Assess customer needs over the phone to decide if they should be routed to a sales rep instead of technical support.
• Create Support Tickets for customers in our ERP system for you and other team members to address.
• Training customers on our products.
• Evaluate new products and product training materials.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Related experience at a help desk for a technical product a plus.
• Exceptional problem-solving skills required.
• Knowledge of industrial control systems, HMIs, OITs, PCs, and PLCs.
• Organized professional with ability to prioritize and multitask.
• Knowledge of Microsoft Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Experience in customer service-related activities

Supervisory Responsibility:
This position does not supervise others.

Education/Experience:
Two to five years related experience and/or training in technical software/hardware products.

Ability:
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from group of managers, customers, and the general public.

Math Ability:
Ability to apply concepts such as fractions, percentages, and ratios to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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.

This position is in a standard office environment with desktop business equipment and frequent telephone calls. Noise level is moderate. No remote work at this time. Our company and facility is setup to ensure employee health & safety.

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.

While performing the duties of this job, the employee is regularly required to sit for long periods of time.

The employee must constantly reach with hands and fingers. Employee must be able to work in close contact with small and large groups. Frequent hearing and talking is required. Extensive keyboard typing is required.

Requirements: