Technical Support Representative

Job Summary and Purpose: The primary responsibility of this position is to supporting field service, shop and trainee technicians, enabling efficient issue resolution. This individual will champion a "Safety First", "Customer Focused", and continuous improvement culture. 

Main Tasks/ Responsibilities:
•    The VCES Technical Support Representative will be dedicated to supporting field service, shop and trainee technicians, enabling efficient issue resolution. This role includes providing one-on-one training to each service technician on the effective use of all available resources to ensure accurate machine diagnostics in real-world environments.
•    CHAIN case management will be handled exclusively by the Technical Support Representative to ensure consistency and operational efficiency. Resolved CHAIN cases will be summarized in a concise, easy-to-read format and distributed monthly to all VCES technicians, helping to reduce recurring issues statewide. This will have a direct and positive impact on the VCE CHAIN support team by eliminating unnecessary involvement while improving the quality of collected data.
•    Technicians will have access to on-site technical support as needed, fostering individualized professional growth, mentorship, and enhanced problem-solving capabilities.
•    The Technical Support Representative will collaborate closely with the Technical Trainer to assess the individual technical needs of each service technician and streamline the overall technical training program.

Education/Professional Qualifications required for the position
•    High School diploma or GED.
•    Prior experience in the construction industry preferred.
•    Full understanding of OSHA, MSHA and applicable safety regulations.
•    Knowledge of federal, state and local safety regulations pertaining to job sites and locations.
•    Possesses a valid driver's license and a clean driving record.
•    Willingly accepts responsibility and is flexible to any assignment.

Additional Important Requirements:
•    Requires prolonged periods of sitting and/or standing and occasional stooping, bending, crouching, and overhead reaching; and may occasionally need to climb stairs and use a small step ladder. 
•    Requires occasional lifting, pulling, carrying, or pushing objects or materials, over 50 lbs.; and may frequently lift, pull, carry, or push objects or materials, up to 25 lbs. 
•    May occasionally work around loud, noisy, and dusty equipment and environment. 
•    Manual dexterity required for operating machinery and computers. 
•    Ability to work on or around heavy construction equipment, which requires climbing, accessing hard to reach areas and working in a noisy environment.