Truss Designer (Technical Support)

Please note this is NOT an IT position. You must have the following experience and knowledge to be considered for this role : Knowledge of construction and framing practice and Engineered building component layout or design experience

MiTek® Canada Inc., a subsidiary of Berkshire Hathaway, Inc . is the world's leading supplier of state-of-the-art, engineered connector products, engineering services, and computer-driven machinery for the building component industry.

We provide the industry's most advanced, most comprehensive, and most innovative software for design and manufacturing. Our products and services are backed up by a team of industry professionals who are dedicated to one goal - making our customers successful.

We are seeking a dynamic and motivated Truss Designer (Technical Support).

We are currently looking for 1 bilingual (preferably) candidate role located in the Quebec or the Maritimes provinces.

Summary

MiTek is looking for an experienced Truss Designer who is interested in learning developing software skills to join our Technical Support team.

In this role you would be responsible for providing technical assistance to customers and internal users in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite.

Answer questions or resolve software and related computer problems for clients and co-workers in person, via telephone or remotely.

Assistance shall include installation, system configuration, network interaction, feature usage, enhancement needs and system behavior.

Job Responsibilities & Requirements

What You’ll Be Doing

• Receive incoming customer issues in support of complex Structural Engineering, CAD, and Business Management applications within the MiTek Software Suite and help the customer resolve those issues by :
• Researching previous customer issues within call tracking system
• Developing a method to isolate the variables of the issue and test those variables individually until finding the cause of the issue.
• Contribute and collaborate with those that focus in that area of the software or applications which includes Technical Representative III, Technical Representative IV, SQA, and Developers.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with use of CRM and Test Track
• Research open, unsolved, and complex customer issues
• Develop a training curriculum, assemble training materials, construct, and maintain a set of data for training and hold training classes
• Travel to customer sites to troubleshoot complex and in-depth issues, help the customer optimize and develop their manufacturing process and conduct training classes on new software and features for new and existing employees
• As needed, work on assigned projects from Technical Support Manager or Technical Representative IV which require more time to resolve
• When needed works directly with Product Management and Software Development as part of decision-making team to ensure proper correction of defects and implementation of enhancements into the software

Education and / or Experience

• Experience in building / framing industry experience
• Experience with CAD or other 3D Modeling software is a plus
• Familiar with all MiTek proprietary software including, but not limited to, MiTek Suite, Engineering, SAPPHIRE Structure, and MBA
• Must have strong communication and customer service skills. Need to be able to communicate effectively, both verbally and written, while assisting customers over the phone, email or in person
• Ability to interact at a high level of professionalism

The company offers a competitive salary and a full range of employee benefits.