SUMMARY

Product Support Specialists regularly diagnose and, with the aid of on-site technicians, remotely remedy equipment performance issues and failures to bring equipment back into specification under the direction of the Service Manager / ATAC Supervisor. The Product Support Specialist will also work cross-functionally within Astec to assist with problem recognition and resolution, product improvements, technical documentation, and process improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide technical support of certain Astec equipment as part of the 24/7 Astec Technical Assistance Center (ATAC)
Diagnose and resolve complex technical issues remotely leveraging reference materials, software applications, and tools to promote maximum uptime for the customer
Engage with customers and dealers regularly on field service support
Work cross-departmentally to develop and publish written solutions to common problems for customers and dealers
Assist with developing repair and maintenance best practices
Support Quality Improvement Team (QIT) efforts to rapidly identify and resolve manufacturing, assembly, and design related issues
Administer technical training as required
Occasional travel to dealer or customer location for diagnostics and dealer assistance

SUPERVISORY REQUIREMENT

N/A

KNOWLEDGE, SKILLS, AND ABILITIES

High school diploma is required; college degree is a plus
Five years of experience in the troubleshooting/diagnostics, repair, and maintenance of heavy construction equipment
Strong mechanical and/or electrical aptitude
Good computers skills; fluent in standard Microsoft applications (Excel, Outlook, etc.)
Engineering drawing, electrical, and hydraulic schematic interpretation skills required
Good verbal and written communication skills.
Excellent interpersonal and collaboration skills are required
Ability to maintain a passport is required to support occasional overseas travel.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; frequently talk and hear; and occasionally climb or balance. The employee frequently is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 20 pounds. This position is occasionally required to operate an automobile and travel by airplane. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is primarily exposed to an office environment and occasionally a shop manufacturing environment or a vendor’s facility. The employee is periodically required to travel. Exposures at a shop manufacturing environment or a vendor’s facility can include moving mechanical parts, heights, fumes or airborne particles, and outside weather conditions. The employee is exposed to travel hazards associated with airline and automobile travel. The employee is occasionally exposed to electrical hazards, toxic or caustic chemicals, extreme cold and extreme heat. The noise level in a shop manufacturing environment or a vendor’s facility environment can be very loud.

Note: This job description is intended to be a general guideline of areas of responsibility. There will be incidental tasks not listed on a job description that arise at various times. These tasks are assigned to help out the department and company and, as a member of the Astec, Industries team; each employee is expected to help in these areas.