Phone Support Technician

at  Position Partners

*POSITION REQUIREMENTS*

– Experience in problem-solving and customer-facing roles.
– Desirable: Survey, machine control, auto electrical, or design/engineering experience.
– Open driver’s license (car).
– Willingness to travel locally and be away from home for training days as required.
– Adherence to all policies and processes, including fatigue management guidelines.

ROLE OVERVIEW

The Phone Support Technician (PST) provides remote support for our customers, including diagnosing product and system issues, generating work orders for field visits, training and support in the operation and optimization of workflows, and support to internal customers. Areas of support include Survey/CAD software, GNSS, Total Station, Machine Control, Weighing systems, and safety systems.

ABOUT THE ROLE:

• Report incidents, maintenance issues, and workflow improvements.
• Diagnose and resolve issues and faults with Aptella products.
• Conduct onsite and in-house product training.
• Complete reports and documentation to the expected standard.
• Follow diagnosis and documentation/reporting requirements for warranty-related works.
• Complete and participate in training programs.
• Support internal customers.
• Document and report on product and system failures for feedback to OEMs.
• Assist the sales team with product demonstrations and provide advice to ensure customers get the products they need.
• Maintain a high-level customer experience by being professional, understanding, trustworthy, and communicating clearly.
• Assist with R&D on new and existing Aptella products.