TECH SUPPORT

Job Description

Technical Support Representative

Cibes Symmetry – Peoria/Roanoke, IL

Under New Management Enhanced Benefits 75+ Years of ExcellenceWhy Join Cibes Symmetry?

Cibes Symmetry is a leading provider of beautifully crafted, expertly engineered accessibility products across America. With over 75 years of global experience and manufacturing in the USA and Sweden, we are known for quality, innovation, and craftsmanship.

We proudly manufacture residential elevators, home lifts, and commercial accessibility solutions through our exclusive partner network.

Our company continues to grow while maintaining a strong commitment to stability, craftsmanship, and employee development.

What sets us apart:

Lean manufacturing culture focused on efficiency and stability

Opportunities for advancement – we promote from within

Collaborative team environment

Enhanced benefits designed to support our employeesPosition Summary

The Technical Support Representative provides technical assistance and guidance to customers, dealers, and internal teams to ensure reliable product performance and a high level of customer satisfaction.

This role supports both new and existing installations by troubleshooting technical issues, answering product questions, and collaborating with internal teams to resolve problems and improve product performance.

The position is primarily desk-based, supporting customers via phone, email, and internal systems, but may occasionally require travel to support installation training or field activities.

Strong technical curiosity and a willingness to continuously learn about products, systems, and processes are key to success in this role.Essential Duties & Responsibilities

Respond to customer inquiries in a timely and professional manner via phone, email, and support systems

Provide technical guidance and troubleshooting assistance related to installation, operation, and service questions

Support pre- and post-sales activities by assisting customers and internal teams with technical clarifications

Review customer documentation, drawings, and inquiries to identify technical issues and propose solutions

Collaborate with Engineering, Quality, Production, and Sales teams to resolve technical problems

Assist with processing and evaluation of returns, RMAs, and field feedback

Create or review sketches, markups, and technical documentation to clarify solutions

Maintain accurate records of support cases and contribute to knowledge base development

Stay current on product updates, procedures, and best practices

Participate in continuous improvement efforts and root cause investigations

Provide backup support for parts inquiries and other support functions when needed

Occasionally assist with installation training at company facilities or customer sites

Perform other duties as assignedRequired Skills & Qualifications

Associate degree in Electrical, Mechanical, Manufacturing, or related technical field preferred

Minimum 2–3 years of technical support, manufacturing, service, or installation experience preferred

Strong technical curiosity and willingness to learn complex systems and products

Ability to interpret technical documentation, drawings, and instructions

Strong problem-solving skills and ability to prioritize tasks

Excellent communication skills with both technical and non-technical audiences

Working knowledge of Microsoft Office applications

Experience with ERP systems, support systems, or CAD drawings is beneficial

Ability to work independently and collaboratively within a team environmentPhysical Demands & Work Environment

This position is primarily office-based, but may involve occasional travel or time in manufacturing environments.

The role may require:

Extended periods of sitting while working on a computer or phone

Occasional standing, walking, or visiting production areas

Reviewing technical documentation and drawings

Travel to customer sites or training locations as neededBenefits & Perks

Cibes Symmetry offers a competitive and comprehensive benefits package, including:

Generous vacation, personal time, and paid holidays

Medical, dental, and vision insurance

401(k) with company contribution

Gym membership reimbursement

Volunteer time opportunities

Career development and advancement opportunitiesEmployment Requirements

Employment is contingent upon successful completion of a background check, drug screen, and physical examination, where applicable.

Overtime may be required based on business needs.Equal Employment Opportunity

Cibes Symmetry is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees and applicants.

Full-time