Technical Support Specialist

About our Organization: Valmetal prides itself on delivering innovative equipment and the highest level of service to customers. We work to simplify the daily life of our clients by delivering reliable products and integrated solutions that increase productivity and optimize feeding and waste management on farms and processing plants. At Valmetal, we believe that every team member is a bearer of change and plays an integral role in the evolution and the success of our organization. The team member in this role will build upon an infrastructurethat supports the individual needs of our customers and contributes to our collaborative company culture. About the Position: Provides technical support for assigned product lines and collaborates with internal stakeholders on technical and continuous improvement activities that will improve customer experience. Duties/Responsibilities:
- Provide customers with technical support for products and services of Valmetal Automation.
- Remotely troubleshoot issues with customer control/automation systems (PLCs), programs, and VFDs.
- Proactively review control system alarm codes and system diagnostics via cloud-based platforms.
- Serve as a first responder for internal and external technical support requests using the communication channels and support tools of the organization.
- Support internal stakeholders with parts validation or substitutions, warranty, quality, and related customer issues.
- Maintain support ticket data accuracy, professionalism, timeliness of responses, and quality of resolutions and follow-ups.
- Utilize KPIs, reports, and customer feedback to identify recurring issues, perform root-cause analysis, and recommend improvements to products, documentation, tools, training, and processes.
- Submit and follow up on product improvement requests, quality issues, warranty claims, returns, and new product feedback to help drive resolution.
- Participate in product improvement activities, including design reviews, drawings, manual updates, service bulletins, and related technical documentation.
- Develop or assist with service bulletins, procedures, training materials, and product support resources.
- Conduct product and equipment training, including sales or service schools as required.
- Coordinate with sales and engineering to visit customer facilities when testing, troubleshooting,commissioning (start-up), or prototype validation is required.
- Coordinate support coverage for assigned product line(s) when going to be out of office.
- Collaborate with other support agents on daily priorities, ticket dispatch, open-ticket review, and supportcoverage to meet team objectives and KPIs.
- Cross-train on other product lines to improve knowledge base.
- Review and validate customer-submitted technical documents for assigned products.
- Perform other job-related duties as assigned. Required Qualifications & Skills- Education, License, Certificates, and

Experience:

- High school diploma, or equivalent, required.
- Minimum of two (2) years working experience in related role(s) with electrical troubleshooting, automation, and controls; or an Associates Degree, or equivalent, in relevant subject matter. An equivalent combination of education, training, and relevant experience may also be considered.
- Valid California driver’s license with an acceptable driving record and the ability to travel as required by the position.
- Valid passport or the ability to obtain and maintain for international travel. Skills and Competencies:
- Ability to interpret electrical schematics and electrical technical specifications.
- Ability to perform control panel diagnostics and troubleshooting.
- Strong technical troubleshooting, problem-solving, and decision-making skills.
- Can present information effectively in writing, by phone, and in one-on-one or small-group settings.
- Can understand and carry out instructions furnished in written, oral, or diagram form; particularly for technical procedures and product documentation.
- Basic math skills, including arithmetic, and basic algebra.
- Proficient with Microsoft-based computers, Microsoft Office applications, phone systems, and other common business software.
- Conflict-resolution and de-escalation skills; able to navigate difficult conversations and manage customer expectations professionally, and work toward practical, customer-focused solutions.
- Active-listening skills; ability to understand customer needs, ask appropriate questions, clarify expectations, and translate customer concerns into actionable next steps.
- Able to identify opportunities for product, process, and customer-service improvements.
- Able to work independently, take initiative, manage multiple priorities, and meet deadlines.
- Collaborative team player with the ability to coach, support, and share knowledge with others.
- Must pass applicable pre-employment tests. Preferred Qualifications & Soft

Skills:

- Experience with CRM, support ticketing, or ERP systems; particularly Dynamics 365, Zendesk, and Infor CloudSuite Industrial.
- General mechanical aptitude and familiarity with manufacturing processes, engineering or design principles, and agricultural equipment or related industries.
- Adaptability and willingness to learn new products, technologies, systems, and processes.
- Ability to install, terminate, and test electrical, pneumatic, and fluid connections to control panels.
- French language proficiency, verbal and/or written, is preferred but not required. Environmental

Conditions:

- Indoor, typical office environment 85% of the time. Noise level in this environment is low to moderate.
- Indoor/outdoor typical manufacturing environment approximately 5% of the time. Noise level in this environment is moderate to high with potential exposure to dust, industrial odors, heat, and motorized equipment.
- Approximately 10% travel is required and may include travel to customer, dealer, project, and company locations. Travel may include automobile and commercial air travel, including occasional overnight, domestic, and international travel.
- While visiting operational or project sites, the employee may be exposed to moving equipment and machinery, noise, dust, odors, outdoor weather conditions, uneven surfaces, and other conditions typical of manufacturing, agricultural, and installation environments. Work Schedule/Hours Worked:
- A 40-hour work week will be considered normal. Extra hours, working non-scheduled hours and extra workdays may be needed to accommodate changing schedules, new projects, product development and other special situations.
- May be required to work overtime, weekends, or variable shifts to meet production demands. Work Arrangement: Hybrid
- This position may be eligible for a hybrid work arrangement, with a combination of on-site and remote work based on business needs, job responsibilities, and management approval. On-site attendance may be required for meetings, training, customer support, equipment testing, or other business needs. Physical Demands:
- Regularly required to sit or stand at a computer workstation.
- Occasionally required to bend, stoop, climb stairs, or lift items up to 25 pounds.
- Frequent use of hands for data entry and document handling.
- Must be able to communicate effectively both verbally and in writing; routinely talk/listen on a phone and use a computer.
- Perform duties as assigned while following safety requirements; including wearing required Personal Protective Equipment (PPE), such as gloves, safety glasses, safety shoes, and high-visibility vests.
- Ability to observe and evaluate working environment to identify safety or environmental risks.
- Ability to travel by automobile and commercial aircraft for extended periods, including domestic and international travel as required. Business-related driving may include operating a Company-provided vehicle or personal vehicle in accordance with Company policy.

Benefits:

- Comprehensive benefits package includes voluntary health, dental, and vision insurance, employer paid AD&D and life insurance.
- Retirement savings plan with employer matches up to 4%.
- Paid time off and 9 holidays per year, after 30 days of employment.
- Opportunities for professional growth and development. Compensation: Pay Ranges: $26.61-$38.50/Hourly
- In compliance with California Labor Code §432.3, Valmetal includes the pay scale in all job postings for positions that may be filled in California. The posted range represents what we reasonably expect to pay for the position based on internal compensation data, budget, and market analysis. Pay decisions for individual candidates are based on experience, education, and alignment with internal equity. Changes: This

job description
may be modified if duties and responsibilities change. Job functions are subject to modification based on business needs. ADA/FEHA: The Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California’s Fair Employment and Housing Act. EEO: The Company is an equal employment opportunity employer Pay: $26.61
- $38.50 per hour

Benefits:
- 401(k)
- 401(k) matching
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance Work

Location:
In person