Technical Support Specialist Construction

Position: Technical Support Specialist Construction

Location: Terrace, Olathe, KS (Onsite)

Employment Type: Contract

Key Responsibilities

• Develop relationships and network throughout the industry to monitor and participate in product-related activities.
• Serve as a trusted solutions provider by maintaining technical expertise and delivering exceptional customer support.
• Adhere to quality control metrics for tracking support performance and customer satisfaction.
• Attend manufacturer training programs for hardware and software products to maintain current technical knowledge.
• Provide recommendations for improving customer support processes based on hardware and software requirements.
• Maintain and update the support ticketing and issue tracking system to ensure all cases and resolutions are documented and accessible.
• Communicate with internal and external customers to provide technical support for supported hardware and software solutions.
• Manage customer subscriptions and licensing, including Topcon TotalCare, TopNET, Tierra, MAGNET, SiteLink, and other supported software services.
• Receive, log, and resolve customer support requests via phone, email, and other communication channels.
• Prepare and deliver technical training sessions for customers, partners, and internal teams.
• Communicate regularly with field personnel regarding product issues, updates, and best practices.
• Identify opportunities for additional product, service, and support offerings and communicate these opportunities to the appropriate teams.
• Prepare technical reports and documentation related to customer issues and resolutions.
• Perform additional duties as assigned by management to ensure high levels of customer satisfaction.
• Demonstrate a commitment to continuous learning and professional development.
• Follow all company policies, procedures, and safety guidelines while performing assigned duties.
• Participate in company meetings, technical workshops, and training programs.
• Maintain a professional image while interacting with customers, partners, and colleagues.
• Build and maintain positive working relationships with customers, peers, management, and support teams through teamwork and outstanding customer service.

Qualifications

• 3+ years of industry experience in surveying, geospatial technology, construction technology, machine control, or a related technical field.
• Strong communication and interpersonal skills.
• Excellent customer service and relationship management skills.
• Proficient computer, software, and telephone support skills.
• Experience delivering technical training to individuals and groups.
• Strong technical writing and documentation skills.
• Experience with Topcon hardware, software, and MAGNET solutions is highly preferred.
• Familiarity with GNSS, total stations, machine control, or geospatial technologies is an advantage.