Peoria
Job DescriptionDescription of Duties and Responsibilities Area of Responsibility: (Larger overall areas. Strategically, which tasks/situations are to be solved.) The Technical Support Rep provides technical support and guidance to customers, dealers, and internal teams to ensure reliable product performance and a high level of customer satisfaction. The role supports both new and existing installations by helping resolve technical questions, troubleshooting issues, and contributing to continuous improvement. The position is primarily desk-based, focused on phone, email, and system support, but may occasionally require travel to customer sites or training locations to support installation training or field activities. A key expectation is strong engagement, curiosity, and a willingness to continuously learn about products, systems, and processes in order to support the organization effectively. Duties: (Detailed, practical, collaboration, internal, and external.) • Respond to customer inquiries in a timely and professional manner via phone, email, and support systems., • Provide technical guidance and troubleshooting support for installation, operation, and service questions., • Support pre- and post-sales activities by assisting customers and internal teams with technical clarifications., • Review customer documentation, drawings, and inquiries to identify issues and propose solutions., • Collaborate with Engineering, Quality, Production, and Sales to resolve technical problems and improve products., • Assist with processing and evaluation of returns, RMAs, and field feedback., • Create or review sketches, markups, and documentation to clarify technical solutions when needed., • Maintain accurate records of support cases and contribute to knowledge base development., • Stay up to date on product changes, new releases, procedures, and best practices., • Participate in continuous improvement activities and support root cause investigations., • Provide backup support for parts inquiries or other support functions as needed., • Occasionally support or conduct installation training in the field or at company facilities. Authority: (Which decisions the role can make, information the role can access, certification levels etc. ) • Provide technical recommendations within established guidelines and procedures., • Escalate complex technical issues to engineering or management when required., • Support decision-making related to troubleshooting approaches and customer guidance., • Access to technical documentation and support systems is necessary to perform the role. Budget & Result Responsibility: (In case of budget responsibility – how much, in which areas etc. Ev. Cost & sales targets.) Not applicable Personnel responsibility: (In which positions) Not applicable Employee ownership, Time reporting, Attestation & Work environment Employee ownership: • Act according to the core values of Cibes Lift Group - Personal, Progressive, Professional., • Follow and comply with the company´s policies and guidelines applicable at any time., • Report time according to the applicable routine., • Know the financial responsibilities according to the attestation instruction., • Comply with the general and those of Cibes Lift Group’s special work environment, safety, and traffic regulations and use protective equipment/aids in all situations that require it., • Work actively for a safe working environment and to minimize environmental impact., • Stay up to date on the evacuation plan, placement of first aid equipment, and defibrillators., • Report incidents and accidents according to the applicable routine. Page Break Knowledge requirements Education: (Gymnasium, university etc. and which major. Also shorter courses required for the role.) Education Associate degree Electrical/Mechanical or Manufacturing Desired Previous experience: (Industry experience, numbers of years in the industry etc.) Work experience Technical support Manufacturing/service/install 2 3 Desired Required Knowledge & Skills: (Competence areas.) • Strong technical curiosity and willingness to learn., • Good problem-solving skills and ability to prioritize tasks., • Ability to interpret technical documentation, drawings, and instructions., • Strong communication skills with both technical and non-technical audiences., • Working knowledge of Microsoft Office and support systems, ERP or similar., • Experience with CAD or technical drawings is beneficial., • Ability to work both independently and as part of a team Language skills: (Desirable level – understand/speak/write.) Strong communication skills in English, written and verbal. Personal qualities: (What is required for the position and in the organization/team. What stands oute and what is important to cope with the work.) • Engaged and motivated with a positive attitude., • Curious and eager to learn new technologies and products., • Customer-focused with a service mindset., • Structured and reliable with good attention to detail., • Collaborative and supportive team player., • Comfortable working in a dynamic environment with changing priorities. Other This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify duties as business needs require