TRACTIAN 𝗕𝗥

Technical Support Maintenance Specialist

TRACTIAN 𝗕𝗥  •  São Paulo, BR (Onsite)  •  28 days ago
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Job Description

Customer at TRACTIAN
The Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch, Unilever, Suzano, PepsiCo, and others. Every member of our team directly affects the results of our clients. As part of this team, you will be in contact with clients to understand their needs and help create solutions to improve their maintenance processes.

What you'll do
As a Technical Support Maintenance at TRACTIAN, you will provide specialized technical assistance to our clients, focusing on solving complex engineering problems and ensuring the effective use of our software and hardware solutions. In addition to building relationships with clients, you will perform analyses of mechanical, electrical, and operational spectra, interpret technical drawings, and continuously seek opportunities for improvement to optimize client operations.

Responsibilitiers

  • Develop and maintain close relationships with the customer base, ensuring clear and effective communication.
  • Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems.
  • Work closely with the development team to report bugs and suggest improvements based on client feedback and needs.
  • Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently.
  • Manage support activities and client interactions through our Helpdesk, and document actions in the HubSpot CRM, ensuring accurate and accessible records.
  • Develop a deep understanding of TRACTIAN products, correlating features with client operations to identify and suggest improvements and new tools.
  • Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients.
  • Analyze mechanical, electrical, and operational spectra, interpret technical drawings, and understand industrial processes, including knowledge of PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.
  • Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.

Requirements

  • Bachelor’s degree in a technical discipline, such as Electrical, Mechanical, or Industrial Engineering.
  • Experience in providing technical support for software or technology products.
  • Strong problem-solving skills and ability to work under pressure.
  • Excellent verbal and written communication skills.
  • Knowledge of troubleshooting and diagnostic techniques.
  • Proficiency in technical support tools and Helpdesk software, especially Intercom.
  • Ability to document technical information for a non-technical audience.
  • Genuine listening skills and an obsession with customer satisfaction, with a focus on delivering exceptional service.
  • Knowledge of different industrial processes and PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.

Bonus Points

  • CATV II or III certification.
  • Prior experience in B2B technical support roles.
  • Additional language skills apart from English.
  • Fluent in English.
TRACTIAN 𝗕𝗥

About TRACTIAN 𝗕𝗥

A Tractian é a empresa líder de inteligência de máquina e de sistemas de monitoramento industrial. A Tractian desenvolve soluções simplificadas de hardware e software para oferecer aos técnicos de manutenção e aos tomadores de decisões industriais uma supervisão abrangente de suas operações. A missão da Tractian é tornar a vida de cada mantenedor da linha de frente das indústrias, os #BlueCaps, profundamente melhor.

Como um marco importante, a Tractian inaugurou a categoria de Assisted Maintenance (Manutenção Assistida) no setor industrial, estabelecendo-se como pioneira e líder na aplicação dessa tecnologia única. Essa categoria é baseada no conceito de predição auxiliada, onde a inteligência artificial identifica problemas nas máquinas e sugere ações preventivas a serem realizadas, fornecendo um valioso suporte aos profissionais de manutenção.

A categoria de Manutenção Assistida permite um apoio inimaginável para os profissionais de manutenção. Combinando expertise de chão de fábrica com tecnologia, os mantenedores poderão atuar nos problemas com mais assertividade.

A Tractian suporta as operações industriais que geram 5% do PIB da produção industrial mundial. Em termos práticos, significa que, a cada 1.000 dólares produzidos pela indústria mundial, 50 dólares são gerados em ambientes que usam as soluções da Tractian. Os clientes da Tractian obtêm um ROI de 6 a 12 vezes, com uma economia média de 6.000 dólares por máquina monitorada anualmente.

Industry
IT & Software
Company Size
501-1,000 employees
Headquarters
São Paulo, BR
Year Founded
2019
Website
tractian.com
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