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Product Support Analyst
3 months ago
BUILT TO CONNECT
At Astec, we believe in the power of connection and the importance of building long-lasting relationships with our employees, customers, and the communities we call home. With a team more than 4,000 strong, our employees are our #1 advantage. We invest in skills training and provide opportunities for career development to help you grow along with the business. We offer programs that support physical safety, as well as benefits and resources to enhance total health and wellbeing, so you can be your best at work and at home.
Our equipment is used to build the roads and infrastructure that connects us to each other and to the goods and services we use. We are an industry leader known for delivering innovative solutions that create value for our customers. As our industry evolves, we are using new technology and data like never before.
We're looking for creative problem solvers to build the future with us. Connect with us today and build your career at Astec.
LOCATION: Remote work with travel
ABOUT THE POSITION
Provides information and troubleshooting assistance regarding Industrial Automation and Control systems for both new and used equipment. Provide assistance via the phone, remote access and/or job site visits and promotes Astec Digital products by performing the following duties personally:
Deliverables & Responsibilities
- Performs diagnostic evaluations and analyzes customer complaints in order to resolve any industrial control system equipment performance issues.
- Diagnose necessary logic corrections and implement solutions.
- Provide estimates for repair to bring equipment back into good working order under the direction of the Product Support Manager.
- Identify when there are missing configurations to ensure the customers products are working properly.
- Troubleshoots and directs Service team personnel as well as customers in testing control systems and equipment and determines methods, procedures, and conditions for testing products.
- Plans and prioritizes weekly workload and travel schedule.
- Communicates with customers regarding equipment performance issues associated with new or used control systems.
- Advises upper management on product development issues arising from product problems identified through technical support calls with customers or on-site visits.
- May adjust functional part of devices and control instruments.
- May repair, rebuild or replace defective parts.
- May inspect and troubleshoot electrical or electronic systems.
- Aids with startup and commissioning of Industrial Control Systems.
- Assists customers over the phone with technical problems and work with the Service Departments to bring equipment back into good working condition in a timely manner.
- Advises department manager and/or technical writer(s) on user documentation when necessary.
- Handles customer problems that appear to arise from the use of the product when required.
- Assists in final testing of new products when required.
- Wears personal protective equipment as required by company, customer and/or state DOT's.
To be successful in this role, your experience and competencies are:
- Associate degree in related field required and/or equivalent experience and knowledge.4 - year college degree preferred.
- Experience with Asphalt controls systems.
- Asphalt Controls Service Technician experience preferred.
- Must be able to read and interpret engineering drawings and schematics, particularly, as it relates to controls systems and automation.
- Must be able to read and interpret coding.
- Knowledge of products, applications, troubleshooting, repair and/or maintenance of Industrial Control Systems.
- Ability to work satisfactorily as a team member and work with all levels of employees.
- Strong interpersonal skills and communication skills (both verbal and written) required.
- Excellent customer-relations skills.
- Ability to manage conflict and resolve issues in the most positive fashion for all parties concerned.
