Cemen Tech

Support Engineer

• Provide technical remote support to customers and dealers. Ensuring that the escalation process is followed and analysed as well as provide remote technical assistance for each service request accordingly.
• Providing feedback to other internal departments as required regarding manuals, technical specifications relating to fit, function and quality.
• Escalate unresolved concerns to manager and/or Director of Customer Support.
• Translate service tickets into technical documentation by creating troubleshooting aids and quick reference procedures and guides on common problems identified through remote support.
• Identify upsell and cross-sell opportunities and channel it to Customer Support Coordinators to create a quote.
• Participate as requested in new product development projects providing technical experience from the perspective of the customers and dealers.
• Expected to travel up to 30% to customers’ locations or other locations to increase hands-on experience and knowledge level of our products or components used in our products.
• Validate and update data on Unit files based upon updates from the field and through remote support.
• Report on quality issues utilizing Corrective Action requests, Field Issues Reports and providing technical expertise during Root Cause Analyses of the issues.
• Other duties assigned due to the need of the business.

Technical Support Engineer

Customer Support

• Drive customer success and satisfaction through comprehensive training, proactive support, and effective problem resolution for Software Offerings
• Serve as the primary advocate for customer needs by gathering feedback, documenting processes, and translating customer requirements into actionable insights
• Act as a business analyst to ensure customer voices directly influence product improvements and development priorities
• Conduct comprehensive training sessions with new and existing customers
• Provide ongoing proactive customer support, troubleshooting and resolving issues
• Monitor customer health metrics and proactively reach out to customers who may need additional support
• Create and maintain training aids, user guides, video tutorials, and system documentation
• Maintain a knowledge base of common issues and solutions for customers and internal teams
• Gather, document, and synthesize customer feedback on product functionality
• Communicate product updates, new features, and improvements to customers effectively
• Draft functional specifications with detailed descriptions of desired functionality
• Participate in user acceptance testing and validation of new features
• Attend daily 15-minute stand-up meetings with the development team
• Work cross-functionally to improve the overall customer experience