Regional Tech Rep

MiTek; Dieppe; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology provider is seeking a Customer Support Specialist in Dieppe. This role involves building relationships with clients, providing expert technical support for software, and mentoring team members. Ideal candidates have extensive experience with MiTek software, strong problem-solving skills, and must be able to travel regionally frequently.

Benefits

Expense coverage for travel

Mentoring opportunities

Professional development support

Qualifications

• 6+ years working with MiTek software suite.
• 6+ years work experience in the component manufacturing industry.
• 3+ years proficient knowledge of Microsoft SQL.
• 4+ years experience in troubleshooting, truss design, or carpentry.

Responsibilities

• Develop and maintain customer relationships.
• Serve as primary contact for technical inquiries.
• Provide software installation and training.
• Research and resolve software issues.
• Assist sales team with upselling opportunities.

Skills

Problem solving skills

Strong communication skills

Customer service skills

Education

Diploma/Degree in Computer and Information Science, Civil, Construction or Architecture

Tools

MiTek software suite

Microsoft SQL

Microsoft Office Applications

Job description

Overview

This role will be responsible for building and maintaining strong customer relationships while providing expert technical support and training for the MiTek Component Manufacturer Software Suite. Acts as a consultant to the customer to improve customer productivity and overall business operations using the MiTek software. This role possesses a deep understanding of building component design principles and the ability to communicate effectively with clients to help them maximize the value of our software solutions. Additionally, this role will act as a mentor to other members of the Tech Support community.

Résumé du poste

Ce poste consiste à créer et entretenir de bonnes relations avec les clients, tout en leur offrant un soutien technique et des formations sur les logiciels MiTek pour les fabricants de composants. Il joue un rôle de conseiller pour aider les clients à mieux utiliser les logiciels et à améliorer leur efficacité et leurs opérations. Il demande une bonne connaissance de la conception des composants de construction et une capacité à bien communiquer avec les clients pour qu’ils tirent le maximum des solutions proposées. Ce poste inclut aussi un rôle de mentor auprès des autres membres de l’équipe de support technique.

Job Responsibilities & Requirements

• Develop and maintain strong relationships with existing and potential customers, including larger regional customers with more complex needs.
• Serve as the primary point of contact for software technical inquiries, and ownership of customer satisfaction and retention.
• Provide software installation, training and technical support to MiTek customers, both on-site and virtually, for all MiTek software defined as Truss Design, Layout, Business Application, Production, and Reporting.
• Research and resolve software issues submitted by customers.
• Assist the sales team in identifying opportunities for upselling and cross-selling additional software features or services.
• Collaborate with Product Management and Software Development to document and correct software defects.
• Act as a mentor to other members of the Regional Tech Support team
• Modify reports generated from MiTek Management or MiTek Structure.
• Submit reports in Salesforce providing a summary of items covered during each customer visit.
• Lead in the development of training materials and procedures.

Responsabilités Principales

• Créer et garder de bonnes relations avec les clients, y compris les grands clients régionaux.
• Être le contact principal pour les questions techniques sur les logiciels, et assurer la satisfaction des clients.
• Installer, former et aider les clients sur les logiciels MiTek (conception de fermes, plans, gestion, production, rapports), sur place ou à distance.
• Trouver et résoudre les problèmes liés aux logiciels.
• Travailler avec l’équipe des ventes pour proposer des options supplémentaires aux clients.
• Aider à améliorer les logiciels avec les équipes de Gestion de Produit et Développement des logiciels.
• Soutenir et guider les collègues du support technique.
• Personnaliser des rapports générés par MiTek Management et MiTek Structure.
• Écrire des comptes rendus de visites clients dans Salesforce.
• Participer à la création de guides et de procédures de formations.

Qualifications

• Diploma/Degree in Computer and Information Science, Civil, Construction or Architecture from a Canadian accredited institution preferred.
• 6+ Years Working with MiTek software suite required
• 6+ Years Work experience in the Component Manufacturing industry required
• 3+ Years Proficient Knowledge of Microsoft SQL required
• 4+ Years Experience in troubleshooting, information technology, truss design, carpentry or framing required
• Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis
• Ability to read and understand prints and schematics
• Able to use Microsoft Office Applications
• Current registration in a relevant professional field (CET, P,Tech, P,Eng) preferred.
• French or English/French bi-lingual is an asset.

Qualifications / Qualifications Français

• Diplôme ou formation en informatique, génie civil, construction ou architecture (un atout).
• Expérience avec les logiciels MiTek (6 ans ou plus, un atout).
• Expérience dans la fabrication de composants de construction (6 ans ou plus, un atout).
• Bonne connaissance de Microsoft SQL (3 ans ou plus, un atout).
• Expérience en dépannage, informatique, conception de fermes, menuiserie ou charpente (4 ans ou plus, un atout).
• Une combinaison équivalente de formation et d’expérience peut être acceptée.
• Capacité à lire et comprendre des plans et des schémas.
• Maîtrise des logiciels Microsoft Office.
• Être membre d’un ordre professionnel (OTPQ et OIQ) est un avantage.
• Maîtrise du français ou bilinguisme anglais/français est un plus.

Soft Skills

• Problem solving skills to trouble shoot problems or come up with alternate solutions. Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email, or in person. Be willing to share information and have the ability to mentor associates to improve overall team performance.

Compétences interpersonnelles

• Très bonnes capacités à résoudre des problèmes et à proposer des solutions.
• Bonnes compétences en communication et en service client.
• À l’aise pour communiquer clairement à l’oral et à l’écrit, en personne, par téléphone ou par courriel.
• Esprit d’équipe et envie de partager ses connaissances.
• Capacité à accompagner et soutenir les collègues pour améliorer le travail de l’équipe.

Additional Requirements

• Valid drivers' license and proof of auto insurance required.
• 80% Regional Travel (Expenses covered by MiTek)

Autres exigences

• Permis de conduire valide et preuve d’assurance automobile requise.
• Déplacements fréquents dans la région (environ 80% du temps), frais couverts par MiTek.

Physical Demands

• This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role will required to push, pull, bend, lift and move up to 25 lbs.

Exigences physiques

• Ce poste s’exerce principalement dans un bureau, avec l’utilisation d’un ordinateur, d’un téléphone et d’autres équipements de bureau. Il peut parfois être nécessaire d’accéder à des zones en rénovation, où certains risques de chantier peuvent être présents. À l’occasion, le poste peut demander de pousser, tirer, se pencher, soulever et déplacer des charges allant jusqu’à 11 kg (25 lb).

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

www.mii.com