Regional Tech Rep III

MiTek; Bradford West Gwillimbury; On-site; CAD 80,500 - 109,250; Full time

Benefits offered by this job

Generous time off including PTO and 
H

Medical/Rx, Dental and Vision Plans

Career advancement and training

RRSP and Profit Sharing

Disability and Life Insurance

MyFlexPay pay access

Job summary

MiTek is seeking a seasoned Technical Support professional to build relationships with component manufacturers and provide expert software training. You will act as a trusted consultant to improve customer productivity and overall business operations using MiTek software.

The role requires on-site and virtual support across Truss Design, Layout, Business Application, Production, and Reporting modules, with 50-70% regional travel and occasional national/international travel.

Qualifications

• Associate’s degree in Computer and Information Science or Architecture (preferred).
• 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, information technology, truss design, carpentry or framing.
• Ability to read and understand prints and schematics.
• Able to use Microsoft Office applications.

Responsibilities

• 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.

Skills

MiTek software suite

Component Manufacturing

Microsoft SQL

Troubleshooting

Prints & schematics

MS Office

Education

Associate’s degree in Computer and Information Science or Architecture

Job description

A Brief 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. Act 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.

Job Responsibilities & Requirements

Responsibilities

• 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.

Qualifications

• Associate’s degree in Computer and Information Science or Architecture (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.
• 4+ years experience in troubleshooting, information technology, truss design, carpentry or framing required.
• Equivalent combination of experience and education that 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.

Soft Skills

• Problem solving skills to troubleshoot problems or come up with alternate solutions.
• Strong communication and customer service skills.
• Ability to communicate effectively, both verbally and written, while assisting customers over the phone, email, or in person.
• Willingness to share information and have the ability to mentor associates to improve overall team performance.

Additional Requirements

• Valid driver’s license and proof of auto insurance required.
• 50%-70% regional travel.
• Occasional national/international travel.

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 be required to push, pull, bend, lift and move up to 25 lbs.

Salary

$95,000 per year

Benefits

• Generous time off including Paid Time Off, annual holidays.
• Medical/Rx, Dental and Vision Plans.
• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement.
• Retirement programs including RRSP and Profit Sharing.
• Employer paid Short-Term Disability, Long-Term Disability and Life Insurance.
• myFlexPay partner – allows you to track, manage and access your pay anytime.

Equal Opportunity Employer

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.