Technical Support Engineer

Summary: This position serves as the liaison between customers, dealers, Aftermarket personnel, and the appropriate personnel at PMA and other Putzmeister locations to improve customer satisfaction, elevate product performance, and increase market acceptance for our products. This position works closely with Engineering, Manufacturing, and Purchasing to help resolve product issues and provide technical service information.

Essential Functions

• Responds to customer requests for technical support by developing and providing detailed structural repair procedures for use when addressing structural issues.
• Obtains component failure analysis from PM-Germany and/or key suppliers relative to warranty returns.
• Assists in the development and execution of PMA boom inspection training and welding certification programs.
• Provides a report of specific product problem information to the appropriate individuals in the PMA and PM-Germany Engineering and Aftermarket departments.
• Visit dealers and customers to gather information that can be used to identify the root cause of product failures and apply that knowledge to help develop problem resolutions.
• Develops Service Information Bulletins notifying dealers and customers on upcoming product updates and improvements.
• Issues Service Information Letters based on technical information developed at PMA and information received from PM- Germany.
• Keeps well informed on new engineering developments that are of interest to the Customer Support Group, dealers, and customers.
• Provides Field Service and Technical Support representatives with technical information on product issues that are under investigation.
• Ensures that the work area is orderly, clean,and safe on a daily basis.
• Maintains Putzmeister America's high standards of quality.
• Performs additional duties as assigned or directed.
  
  

Qualifications

To perform this job, an individual must be able to perform each function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability, work environment characteristics, and physical demands that must be met by an employee to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Certification/training

• A Bachelor of Science Degree or the equivalent experience in a related discipline (Electrical, Mechanical, Hydraulic, or Welding) is required.
  
  

Professional Knowledge And Expertise Required

Shows evidence of strong problem-solving skills that are adaptable to a manufacturing environment.A solid knowledge of Putzmeister products is a plus. Is able to work effectively as a team member as well as individually.

Language Ability

Ability to read and interpret documents such as engineering drawings, safety rules, operating and maintenance instructions, and procedure manuals. Able to write understandable and meaningful routine reports and correspondence. Is able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Math Ability

Ability to work with mathematical conc\)pts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometty. Ability to apply concepts such as fractions, percentages, ratios, and proportions 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.

Computer Skills

• Database: Ability to enter data into an existing database, create repot1s, and output information from database queries. Knowledge of SAP and CAD is a plus.
• Word Processing: Ability to type letters and create basic forms.
• Spread Sheets: Able to create a basic multiple-page workbook with rows, columns, and identifiers. Ability to create formulas for basic math functions and fill cells with text.
• E-mail: Uses the basics, "to, from, subject, body", selects recipients from an address book and sends with or without file attachments. Able to create personal distribution lists from contact lists. Uses calendar to schedule meetings and reminders, uses "tasks and notes" to set up "to do" lists and reminders.
  
  

Work Environment

While performing the duties of this job, the employee is occasionally exposed to: moving mechanical tools, fumes or airborne patticles and hot conditions, high precarious places, toxic or caustic chemicals, outdoor weather conditions, and risk of electrical shock.

The noise level in the office environment is moderate, and when in the production area it is loud. Safety glasses/goggles must be worn at all times while in designated areas of the shop and yard.

Phvsical Demands

While performing the duties of this job, the employee is occasionally required to stand, walk, stoop, bend, and use hands to finger, handle, or touch and is regularly required to sit, talk, or hear. Must be able to occasionally lift up to 50 pounds.

Vision requirements for this job are normal vision and include close, peripheral, and the ability to focus.

Supervisory Responsibilities

• This position has no direct reports.
  
  

Additional Requirements

• Estimated travel domestically and internationally -20%
• Specific safety training is required for new and current employees.
  
  

Benefits We Offer

• Comprehensive benefits (medical, vision, and dental insurance)
• Company paid Hospital Indemnity/Accident Insurance
• HSA – incentives for company contributions
• FSA Plans
• Company-paid Life Insurance
• Company paid Short term/Long term Disability
• Paternity Leave
• 401K plan with company match
• Profit sharing and Gain Sharing
• Company events
• Education Reimbursement
• Boot Reimbursement
• Uniform Program
• Employee discount program