Software Support Diagnostic Technician (Open To Remote)

Description

Simpson Strong-Tie is a leader in engineered structural connectors, software, and solutions for the building industry. We maintain a reputation as a trusted manufacturer, partner, and corporate citizen committed to our customers and employees.

Our founder, Barc Simpson established 9 Principles of Business we live out as company values and have made Simpson Strong-Tie an inspiring place to work since 1956. Our team of talented people are dedicated to our shared mission: to provide solutions that help people design and build safer, stronger structures.

Learn about our company culture directly from our team.

YOU

As a Software Support Diagnostic Technician, you will be responsible for providing strong technical skills and support to our direct customers with an emphasis on delivering a high level of customer service both remote, via email/telephone/video conferences, and/or on-site at the customer’s facility, which are geographically dispersed throughout the Northern California. The Software Support Diagnostic Technician will also assist in developing strategies for improved processes and reliable solutions. Learn more about the product you’ll be building here.

WHAT YOU’LL BE DOING (% of Time)

Analyzes consistent or repetitive issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences. Coordinates and work with customers to provide remote technical assistance for automated machinery and/or software using telephone, social media applications, email, and other remote support software. Work with team members and use available resources to resolve complex tasks prior to escalation (50%).

Visit customer sites or company facilities to provide end user training including proper use of machinery, software and advance machinery/system knowledge. Researches issues using all available resources to determine circumstances that require on-site presence to provide technical support, perform troubleshooting, and completing system upgrades to wiring, sensors, and other automated components. (40%).

Maintains records, in software, of daily communication transactions to track, manage, and update all technical support sessions, issues and remedial actions taken or support activities provided. Completing ongoing training and other administrative tasks related to general employment and (10%).

DESIRED SKILLS AND EXPERIENCE

If you can do everything listed above, you’ve got what it takes. Perhaps some of the following would be helpful too:

• 2 years of experience in assembling machinery and/or repairing machinery breakdowns and component adjustments.
• Must be able to read & interpret blueprints and schematics required.
• Ability to meet physical demands and requirements such as lift, place, and install machinery parts up to 50 pounds.
• Ability to clearly communicate with people and possess strong problem-solving skills.
• Demonstrated experience working with and around power tools, where safety is of utmost concern such as using hand and power tools including cutting, drilling, grinding, bolting, and fastening tools.
• Solid understanding of electronics, electrical systems, and mechanical applications.
• Ability to work, collaborate, and function in a team to accomplish overall tasks.
• Experience in customer service, customer support, and/or technical support.
• Ability to maintain a positive outlook, follow instructions, continually learn, and adapt to new technology in tools, equipment and processes.
• Ability to perform work in an environment that includes working in dusty, noisy and varying temperatures ranging from extreme heat (110°+) to very cool (50°)
• Ability to set clear, meaningful, challenging, and attainable goals and take initiative.
• Ability to use personal computers to connect to networks, read and respond to emails, and manage files.
• Availability and flexibility to work overtime when necessary.
• Valid Driver’s license with no restrictions, which would preclude driving on the job, is a continuous requirement.
• Must be able to trouble shoot, diagnose and repair mechanical and automated systems and electrical problems.
• Technical certification/degree in system, electrical or computer (electronics, software, control systems, power, or related) preferred.

Travel

This position requires up to 40% of domestic and international travel.

Work Status & Location

This full-time, non-exempt position based in the Sacramento, California area of United States or may be remote with availability during core business hours. Posted pay range is based upon national average and may vary depending on geographical work location. with travel throughout North America.

Relocation

Relocation is not available for this position.

Pay

$26.35 - $36.97 / hour

REWARDS AT SIMPSON STRONG-TIE

We recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.

• Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more.
• Quarterly Bonuses/Commission: You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue — directly or indirectly – and should be rewarded by sharing the company profits.

In keeping with the Company's commitment to the communities in which it does business, we are an equal opportunity employer. This means that to the fullest extent required by local law, employment decisions are based on merit and business needs and not on race, color, citizenship status, national origin, ancestry, sex, gender (which state law may define to include gender identity/expression, transgender identity, pregnancy, childbirth or related medical condition, and gender stereotyping), sexual orientation, age, religion, creed, physical or mental disability, genetic information, medical condition, covered marital status, protected veteran status, or any other basis protected by applicable law.

Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie’s drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, marijuana/THC, phencyclidine, and opiates.

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