Job Description

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.



Resume du poste

Ce poste consiste a creer 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 role de conseiller pour aider les clients a mieux utiliser les logiciels et a ameliorer leur efficacite et leurs operations. Il demande une bonne connaissance de la conception des composants de construction et une capacite a bien communiquer avec les clients pour qu'ils tirent le maximum des solutions proposees. Ce poste inclut aussi un role de mentor aupres des autres membres de l'equipe 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.

Responsabilites principales:

Creer et garder de bonnes relations avec les clients, y compris les grands clients regionaux. Etre 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 a distance. Trouver et resoudre les problemes lies aux logiciels. Travailler avec l'equipe des ventes pour proposer des options supplementaires aux clients. Aider a ameliorer les logiciels avec les equipes de Gestion de Produit et Developpement des logiciels. Soutenir et guider les collegues du support technique. Personnaliser des rapports generes par MiTek Management et MiTek Structure. Ecrire des comptes rendus de visites clients dans Salesforce. Participer a la creation de guides et de procedures 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

Diplome ou formation en informatique, genie civil, construction ou architecture (un atout). Experience avec les logiciels MiTek (6 ans ou plus, un atout). Experience dans la fabrication de composants de construction (6 ans ou plus, un atout). Bonne connaissance de Microsoft SQL (3 ans ou plus, un atout). Experience en depannage, informatique, conception de fermes, menuiserie ou charpente (4 ans ou plus, un atout). Une combinaison equivalente de formation et d'experience peut etre acceptee. Capacite a lire et comprendre des plans et des schemas. Maitrise des logiciels Microsoft Office. Etre membre d'un ordre professionnel (OTPQ et OIQ) est un avantage. Maitrise du francais ou bilinguisme anglais/francais 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.

Competences interpersonnelles

Tres bonnes capacites a resoudre des problemes et a proposer des solutions. Bonnes competences en communication et en service client. A l'aise pour communiquer clairement a l'oral et a l'ecrit, en personne, par telephone ou par courriel. Esprit d'equipe et envie de partager ses connaissances. Capacite a accompagner et soutenir les collegues pour ameliorer le travail de l'equipe.

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. Deplacements frequents dans la region (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 telephone et d'autres equipements de bureau. Il peut parfois etre necessaire d'acceder a des zones en renovation, ou certains risques de chantier peuvent etre presents. A l'occasion, le poste peut demander de pousser, tirer, se pencher, soulever et deplacer des charges allant jusqu'a 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.


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