Technical Support Representative

Cibes|Symmetry – Peoria/Roanoke, IL
Under New Management | Enhanced Benefits | 75+ Years of Excellence

Why 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 employees

Position 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 assigned

Required 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 environment

Physical 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 needed

Benefits & 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 opportunities

Employment 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.