Product Support Specialist
Product Support Specialist
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.
Our Culture and Values
Employees that become part of Astec embody the values below throughout their work.
· Continuous devotion to meeting the needs of our customers
· Honesty and integrity in all aspects of business
· Respect for all individuals
· Preserving entrepreneurial spirit and innovation
· Safety, quality and productivity as means to ensure success
About this role
ABOUT THE POSITION
The Product Support Specialist will have a balance of office and field service-related activities. Office-based activities will include supporting our technical support team with technical requests, preparing solutions, assisting with the development of product training and supporting our spare parts team with product-related queries. Field Service activities will include set up, commissioning, training and problem solving around our products. Training and mentoring will be provided for this role.
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.
· Support Spare Parts team with product and parts queries.
· 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.
Travel Requirements: Approx. 25% of travel, depending on business needs
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
What you will need
Required criteria
- High school qualification (minimum level GCSE’s including Math’s & English or equivalent) is required; college degree is a plus.
- 0-2 years’ experience working with mobile machinery (i.e. quarry, mining, agriculture, forestry, construction machinery).
- Knowledge of electrical and electronic circuits.
- Knowledge of circuitry, pneumatic, hydraulic, and applicable power transmission equipment
- Ability to read and understand mechanical, electrical, and electronics blueprints and designs.
- Willingness and ability to occasionally travel domestically and internationally
- Excellent communication skills, both oral and written
- Proficient in Microsoft packages.
- Capable to manage conflict and resolve issues most positively for all parties concerned.
