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MiTek Asia Pacific is part of the world-wide MiTek group a company focused on providing integrated Software, Services, Engineered Products and Automated Solutions for the building industry worldwide, and empowering its customers to improve the way they design, make and build. Working in partnership with thousands of Builders and licensed MiTek fabricators around the globe, it is a proud member of the Berkshire Hathaway Group of Companies.
MiTek reshaped the building industry in Australia over 60 years ago with the introduction of the Gang-Nail connector plate. This ingenious, structurally engineered, pressed metal plate with its integrated teeth, paved the way for the mass production of prefabricated timber components – primarily, timber roof trusses which revolutionised off-site prefabrication in residential construction. Today MiTek has a wide range of creative and innovative products for the building industry. These include: the PosiStrut Roof & Floor system, PosiStrut Flooring Cassettes, our extensive range of Engineered Building Products and…the world’s most powerful software program for the prefabricated timber industry – MiTek SAPPHIRE.
MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction. We advocate, teach, and celebrate as a partner at all levels of the building process.
Position Summary
To provide technical customer support for MiTek machinery at all APAC customer Truss & Frame fabrication plants. Assistance provided shall include installation, system configuration, network integration, feature usage, enhancement needs and system behavior, delivering superior service to our customers by providing product and service information, assistance with part orders, errors, and other queries.
Bachelor of Engineering (Mechanical, Electro-Mechanical, Mechatronic) essential.
Demonstrated Project Management capability to deliver projects on-time and on-cost creating value for customers & stakeholders.
Strong internal and external communication & collaboration skills.
Capable of working in various CAD packages, including SolidWorks.
Understanding of the requirements for safe installation and servicing of industrial equipment including Factory Acceptance Testing (FAT), Site Acceptance Testing (SAT), commissioning, and training.
Strong problem solving and analytical skills with the ability to troubleshoot and solve complex problems.
Ability to collaborate and work in a team environment geared to delivering and achieving common goals.
Ability to communicate directly with customers and internal stakeholders to schedule installations or service calls, agree on project plans, timelines and requirements, update project status’s and/or changes with impacts to timelines and costs shared accordingly.
Key Responsibilities
- Will be the first point of call for customer seeking help/service on their machinery. Provide technical/problem solving advice over the phone, and/or remotely connecting to the customer machine to diagnose issues.
- Will engage with the Machinery Support Technicians to provide onsite service to customers, through researching previous customer issues within Ticket system (Salesforce), SQA, Equipment manuals, Development, Engineering, other technical documentation, production software teams, and other departments.
- Provide technical support to customers and internal MiTek employees including Machinery Installation Technicians, Technical Support Representatives, Fabricator Account Managers and Sales reps, as well as determine which spare part/s might be required by a customer and provide quotes/pricing to the customers.
- Provide technical back up for MiTek’s machinery installation/service technicians, including:
- Phone, remote PC and/or on-site customer support for breakdowns.
- Expert level technical support for MiTek equipment, and other equipment MiTek is required to help support
- Supply technical updates on machinery changes which effect the ongoing support of MiTek equipment
- Design/supply technical solutions obsolesce dictates that alternate parts are supplied
- Maintain records of daily data communication in Salesforce including assisting customers with replacement parts, order entry and tracking of shipments.
- Will ensure spare parts are held in stock, ordered, and supplied in a reasonable time frame.
- Will coordinate any details around orders, dispatch, freight, and invoicing of parts and labour, and the work with internal staff to ensure the process is managed and completed.
- Perform other tasks as deemed necessary by management staff.
What we offer
EAP access for Mental Health & counselling.
Flexible work arrangements to support work-life balance.
Modern offices with parking onsite – Based inDandenong South.
Up-to-date Gym and showers onsite. We run High-intensity training, Pilates & Yoga classes.
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Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a support engineer?
- Are you willing to undergo a pre-employment medical check?
- Do you have a current Australian driver's licence?
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