Technical Support Associate
Job Location:
Grand Rapids, MI - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Strategic impact: Uses knowledge-based discretion and influences others at a moderate level / performs a range of tactical operational and some strategic assignments related to jobdiscipline.
Knowhow: Requires working knowledge and experience in own job discipline and broadens capabilities.
Schedule: Working a 12 hour rotating 4 days on and 4 days off work week with a scheduled on-call rotation
Work:
Receives a moderate level of guidance and direction.
Continuously analyzes and optimizes the utilization of methods tools or systems.
Problems faced are difficult but typically not complex.
Plans recurring processes and solves immediate issues or problems.
Accountability: Is accountable for the efficiency and effectiveness of a process.
We offer:
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
The base pay range for this role is estimated to be $65000 - $80000 at the time of posting. Final compensation will be determined by various factors such as work location education experience knowledge and skills.
Tasks and Qualifications:
Technical Support Assistance
- Support frontline teams by researching and documenting solutions for common issues.
- Assist in troubleshooting basic technical problems under guidance from Professionals or Experts.
- Ensure accurate and timely updates in ERP and ticketing systems (SAP Oracle Jira).
Documentation & Knowledge Management
- Create and maintain knowledge base articles and troubleshooting guides.
- Ensure all service activities are properly logged and documented for compliance.
- Assist in developing training materials for new processes and tools.
Customer Support Coordination
- Provide status updates to customers on non-critical issues when required.
- Support communication between technical teams and customers for data-driven insights.
- Help ensure customer satisfaction through accurate and timely information.
Continuous Improvement
- Participate in process improvement initiatives using Lean or Six Sigma principles.
- Suggest automation opportunities for reporting and ticket management.
- Contribute to system reliability and performance improvement projects.
Qualifications:
- Associate degree in Engineering IT or related field (Bachelors preferred).
- 13 years of experience in technical support or data analysis.
- Strong proficiency in Excel and familiarity with BI tools (Power BI Tableau).
- Basic understanding of automated systems and ERP platforms.
- Excellent analytical organizational and communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
Required Experience:
IC
About Company
We are a leading supplier of forklifts and warehouse equipment as well as automation technology and software solutions for the optimization of supply chains.
