Service Technology Specialist Manager- SITECH

The Service Technology Specialist Manager manages the SITECH Technology Specialists and the SITECH-Tejas Help Desk operations.  Schedules technicians and associated assets to support installs, repairs, upgrades, calibrates and troubleshoots current and future technology products. In addition, this position trains customers on all levels of machine technology and survey infrastructure products.  Fields customer calls, troubleshoots over the phone, supports techs with extensive product knowledge, and coordination with the warehouse manager.

Essential Functions:

• Manages the SITECH Service Scheduler, scheduling technicians and assets to support sales installs, customer repairs and training.
• Fields customer calls for support through the Help Desk, providing front line troubleshooting over the phone or on site in the field.  Then if unable to resolve over the phone, schedules technicians to the customer’s site and machines.
• Visits techs in the field and verifies safety practices and makes sure they have necessary tools and devises to work safely.
• Sees to it that techs receive necessary training to maintain Trimble Certified Trainer status and proficiency.
• Works with Head Trainer for SITECH-Tejas to create and update training curriculum used in machine installation and troubleshooting classes.
• Demonstrates technology products and recommends the best technology solutions for each customer application.
• Installs laser, Global Positioning System (GPS), and Universal Total Station (UTS) systems on all makes and models of heavy equipment and sets up correctional GPS sources, i.e. Base Stations, Internet Base Station Service (IBSS) or Virtual Reference Station (VRS)
• Teaches customers and employees on effective utilization of the technology products to optimize productivity and monitor machine health to include, but not limited to; Laser systems, GPS systems, UTS system, Infrastructure, Survey Products, Site Calibrations, File Management, VisionLink, and Winflash
• Coordinates with General Manager to develop product database that will assist in troubleshooting and works with other departments to ensure customer needs are met
• Creates and initiates machine communications with back office for downloading/uploading of models and uploading of surface data information
• Troubleshoots electrical systems, CAN networks and hydraulic systems, documenting the process in order to increase understanding and efficiencies
• Performs system testing with sample/live data and technology
• Maintains and improves current technology with firmware and product updates
• Verifies site calibrations using proper survey techniques and trouble-shoot using the same. If the site calibration is bad, is able to use rovers, robotic total stations, auto levels, and can run a level loop if necessary to identify the problem
• Works with various programs to include, but not limited to, MAS, SiSweb, ET, Business Center, Trimble Connected Community, Veda, and Trimble Store
• Performs application calibrations, troubleshooting, root cause analysis, and problem resolution
• Utilizes Business Center software to update customer files, check for modeling errors and verify data
• Works with other departments to ensure that customer’s needs are met
• Trains customers on CAT integrated technology products
• Able to pulls and prepare appropriate inventory in order to complete tasks
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Requires regular and punctual employee attendance
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge with current computer software, related hardware, and machine electronic systems
• Working knowledge 3D site modeling and the interaction of models with machine controls and site calibrations
• Ability to operate multiple sized and brands of heavy equipment to include motor graders, dozers, loaders, skid steers, asphalt trimmers, rock mills and paving systems
• Ability to install and repair hydraulic valve systems and associated control systems
• Strong electrical system experience.  Ability to read and understand electrical system schematics, troubleshoot the same with a multi meter and sound troubleshooting techniques.  Ability to troubleshoot CAN network systems.  Also able to build and pin out cables in order to make cables or to correct wiring issues
• Ability to disassemble and repair various electronic systems related to machine technology and survey infrastructure products. Must be able to read and understand wiring diagrams
• Ability to cut, grind, weld and solder
• Excellent work habits, accuracy, attention to detail, and quality of work
• Excellent customer service skills
• Verbal and written communication skills
• Ability to follow logical troubleshooting procedures
• Effective influencing skills which includes teaching, motivating and developing customers and employees
• Strong organization and time management skills
• Critical thinking and problem-solving skills
• Ability to work independently and as part of a team
• Ability to be self-starting and self-motivated
• Ability to make precisely coordinated movements of the fingers of one or both hands in order to grasp, manipulate, or assemble very small objects
• Ability to read, write, and understand information
• Ability to listen to and understand information and ideas presented through spoken words and sentences
• Strong computer skills and the ability to work in Microsoft Word, Excel, CAD, AGTEC, in addition to various warehouse and accounting programs
• Curriculum development and instruction on machine products

Education and Experience:

• High school diploma or equivalent and some college, or additional technical training, required; Associates Degree in Survey, Auto, or Diesel Mechanics preferred
• Three to five years of survey experience preferred
• Sales engineer experience with Trimble products preferred
• Previous supervisory experience preferred
• Trimble Certified Trainer required is Machine products and Infrastructure products, preferred in Business Center
• Valid Driver’s License required            

Supervisory Responsibilities:

• None

Travel:

• Up to 30% travel may be required, to include overnight stays

Physical Requirements:

• Significant amount of time standing, walking, kneeling, crouching, stooping, and reaching
• Constant movement and use of hands, this position requires good manual dexterity
• Frequently communicates with others, must be able to exchange accurate information in these situations
• Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work
• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
• Be able to maneuver safely and work underneath equipment
• Occasionally lifts and moves materials and equipment up to 50 lb
• Ascends/descends with gradual or continuous progress by oneself, using both hands and feet and climbs up and down ladders and/or equipment

Work Environment:

• Regularly works outdoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Requires wearing common protective or safety equipment
• Works in an office 70% of time and an enclosed and open vehicle or equipment the remaining time
• Exposure to small quantities of chemicals, dust, steam, high-pressure water and high speed rotating equipment
• Works in extremely bright or inadequate lighting
• Exposure to high noise levels and body vibration
• Works in confined work spaces, awkward positions, and high places
• Exposure to minor burns, cuts, bites, or stings

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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