Careers
Our Pledge:
Alliance Elevator believes in providing favorable working conditions for their employees. Listed below are our convictions:
- You will be treated fairly, as an individual, with consideration and respect.
- To offer wages that are equal to or greater than the paid within this community by comparable employers for similar work.
- Liberal benefits are made available to you and your family
- To weigh all decisions with full regard for their effect on your well being
- Full consideration to your service and qualifications is given when making all job transfers and promotions.
- We provide a stable and secure work environment
- To ensure a safe, clean work environment for our employees
Positions:
Technical Care Pro
The AES TechCare Pro will serve as the first point of contact for all technical support calls and tickets received through TechCare queue system. This individual will be responsible for fielding customer inquiries, ensuring timely resolution, and acting as an intermediary between engineering, project management, logistics, and other internal teams. The role requires a strong service orientation, the ability to work with customers in high-stress or escalated situations, and technical knowledge to interpret prints, final drawings, and parts lists.
Key Responsibilities:
• Answer and manage all inbound calls and tickets using a CRM system to track open tickets.
• Provide same-day responses to customer inquiries whenever possible
• Triage issues by creating and managing tickets in the support queue system and AES ToolBOX proprietary system.
• Route tickets to the appropriate team (engineering, project management, logistics, sales) while maintaining ownership of customer communication
• Review prints, drawings, and parts lists to identify missing, incorrect, or mismatched components
• Track shipping and receiving updates for customers and communication status changes clearly
• Manage and follow up on escalations, ensuring customers remain informed until resolution
• Develop and maintain technical documentation, FAQ's, support guides and standard operating procedures
• Represent the voice of the customer, escalating patterns of issues to leadership for process improvements
• Lead the development of error log tracking to identify and document recurring issues and hold suppliers accountable
• Understand and manage warranty processes, including warranty tracking and reporting
Required Qualifications:
• Background in engineering, technical field, or equivalent work experience
• Three or more years of experience in technical support, logistics, project management support
• Willingness to learn architectural and elevator prints
• Strong communication skills and comfort working directly with customers
• Service-oriented mindset with proven ability to resolve issues quickly and professionally
• Familiarity with CRM, ERP, or ticketing/queue systems
• Strong organizational skills and ability to prioritize under pressure
• Knowledge of support software (Zendesk, Jira, Freshdesk, ServiceNow, or similar)
Why AES?
NO Weekends-40 hours a week - AES is a locally owned company - Team building events - Most Friday's out by 2:00 PM!
Competitive pay range of $60,000-$65,000/yr., depending on experience.
Alliance Elevator Solutions is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, or veteran's status. We are proud to have a strong commitment to equal opportunity in the workforce and believe in treating people with dignity and providing equal employment and advancement opportunities for all.
