Field Tech Rep I

MiTek Industries; Chesterfield (MO); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid time off

13 holidays

Medical, Dental, Vision

Parental Leave

Bonus potential

Tuition reimbursement

401(k) matching

Life Insurance

Pay on demand

Job summary

MiTek Industries is seeking a customer-focused technical support professional to build strong relationships with our MiTek Component Manufacturer Software users. You will provide expert on-site and virtual support, conduct training, and relay customer feedback to product teams while traveling 80% across the PA, NJ, VA area and parts of OH.

The role requires 1–2 years in IT/troubleshooting, familiarity with prints/schematics, and basic SQL knowledge.

Qualifications

• Associates degree or equivalent in CS/IS/Architecture.
• 1–2 years troubleshooting/IT/truss design experience.
• 2+ years in Component Manufacturing industry preferred.
• Ability to read prints and schematics.
• Valid driver’s license and willingness to travel 80%.

Responsibilities

• Develop and maintain relationships with customers.
• Serve as primary contact for software inquiries and ensure customer satisfaction.
• Provide on-site technical support for installation, functionality and best practices.
• Conduct trainings and workshops on MiTek features.
• Stay updated on MiTek updates and relay benefits to clients.
• Collaborate with product development to relay feedback and suggest improvements.
• Assist sales in identifying upsell opportunities.
• Maintain records of customer interactions and support requests.
• Provide reports on customer feedback and opportunities for improvement.
• Provide software installation, training and support on-site and virtually for MiTek software (Truss Design, Layout, Business, Production, Reporting).
• Research and resolve software issues.
• Collaborate with Product Management to document and fix defects.
• Basic knowledge of Microsoft SQL.
• Basic report modifications for MiTek Management or MiTek Structure.
• Submit visit summaries in Salesforce.

Skills

Customer relations

Technical support

Training

SQL basics

MS Office

Communication

Travel readiness

Education

Associate degree in Computer Science / Information Science / Architecture

Tools

Salesforce

MiTek software

Job description

Job Responsibilities & Requirements 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. 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. The territory this role will be covering is: PA, NJ, VA, and a portion of OH. You must reside or be willing to relocate to one of these states to qualify for this position.

Responsibilities

• Develop and maintain strong relationships with existing and potential customers.
• Serve as the primary point of contact for software technical inquiries, and ownership of customer satisfaction and retention.
• Provide regular and consistent on-site technical support to clients, addressing issues related to software installation, functionality, and best practices.
• Conduct training sessions and workshops to educate users on software features and applications, enhancing their overall experience.
• Stay up-to-date with the latest MiTek software updates and features to effectively communicate benefits to clients.
• Collaborate with the product development team to relay customer feedback and suggest improvements based on user experiences.
• Assist the sales team in identifying opportunities for upselling and cross-selling additional software features or services.
• Maintain accurate records of customer interactions, support requests, and training sessions.
• Provide regular reports on customer feedback, challenges, and opportunities for improvement.
• 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.
• Collaborate with Product Management and Software Development to document and correct software defects.
• Basic knowledge of Microsoft SQL.
• Basic modifications to reports generated from MiTek Management or MiTek Structure.
• Submit reports in Salesforce providing a summary of items covered during each customer visit.

Qualifications

• Associates Computer and Information Science or Architecture OR 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 is required.
• 1-2 Years of experience in troubleshooting, information technology, truss design, carpentry or framing required.
• 2+ Years Work experience in the Component Manufacturing industry preferred.
• 2+ Years Framing and/or Architectural Estimating experience a plus.
• Ability to read and understand prints and schematics.
• Able to use Microsoft Office Applications.
• Valid drivers' license and proof of auto insurance required.
• 80% Regional Travel using company provided car or flights.

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.

MiTek Perks

• Generous time off including Paid Time Off, 13 annual holidays, and volunteer time off
• Day One Medical/Rx, Dental and Vision Plans
• Family friendly benefits including Paid Caregiver Leave, Paid Parental Leave and Adoption Reimbursement
• Performance/Incentive bonuses
• Career advancement, training opportunities, Employee Resource Groups, and tuition reimbursement
• Retirement programs including Matching 401(k) Contributions 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 & EEO Statement

MiTek is an E-Verify and Drug and Tobacco-Free Workplace. 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.

Company Overview

MiTek Perks: 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.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace. 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. For accommodation to assist with completing this application, please contact Human Resources at [phone].

www.mii.com BUILDING COMMUNITIES AND CAREERS TOGETHER WE’RE TURNING JOBS INTO HIGHER CALLINGS At MiTek, we’ve built a best-in-class competitive Total Rewards package that supports the employee on many levels including protection, formal education, financial wellness tools, a recognition platform and all above and beyond our generous healthcare, disability and retirement plans. If you’re looking for more than just a job, join MiTek a place where people come to learn, grow and forge deep lasting relationships with each other and the communities in which we thrive.