What are the responsibilities and job description for the Batch Support Helpdesk Technician position at Silvi Concrete Products, Inc.?
Overview
Title of Position: Batch Support Helpdesk Technician
Locations: Fairless Hills, PA or Hatboro, PA
Industry Leading Benefits: Medical, Prescription, Dental, Vision, 401K, Pension, Short- and Long-Term Disability, Life Insurance, Tuition Reimbursement, Overtime as needed.
Silvi Materials has been expanding our “A” Team of employees since 1947! Our team has grown to 15 companies, employing over 950 people across 30 locations in Southeastern Pennsylvania, New Jersey, and North Carolina. Silvi is large enough to provide the stability you need, but small enough that you can feel your individual contribution to our success. We value the fresh ideas and perspectives of each new member of our team.
What does Silvi Materials offer you, you may ask?
- Phenomenal Benefits: Medical, Vision, Dental, Prescription, Vacation, Paid Holidays, and so much more!
- Your future in mind: With 401(k) (at select locations) and/or pension options. We want all employees to build a great retirement!
- Growth at Silvi Materials: We offer each employee the opportunity to move into any facet of our complex business. And our tuition reimbursement program is the perfect springboard to help you get there!
So, what does a Batch Support Helpdesk Technician do?
The Batch Support Help Desk Technician provides front-line technical and operational support to ready-mix concrete plants. This role is responsible for troubleshooting batch computer systems, plant automation, ticketing issues, and communication between dispatch, drivers, and plant personnel. The position ensures minimal downtime and accurate production by resolving hardware, software, and operational problems quickly and efficiently.
- Provide real-time support for batch computers, plant automation systems, and loadout controls.
- Troubleshoot batching software and system errors affecting production.
- Assist plant operators with production interruptions and calibration issues.
- Support scales, moisture probes, printers, and batching peripherals.
- Serve as first point of contact for plant and dispatch technical issues.
- Resolve issues with batch computers, ticket printers, and network connectivity.
- Document helpdesk tickets, resolutions, and recurring issues.
- Coordinate with IT staff or vendors for advanced troubleshooting.
- Work with dispatch to resolve order, ticket, and loadout discrepancies.
- Verify product codes, mix designs, and job assignments.
- Perform routine system checks and assist with software updates and backups.
- Provide basic system training to plant operators and drivers.
- Create and maintain standard operating procedures (SOPs).
Qualifications:
- High school diploma or equivalent; Associate’s or technical degree preferred.
- 2 years of experience in ready-mix operations, batching, dispatch, or plant support.
- Hands-on experience with batching or dispatch software.
- Basic knowledge of Windows operating systems and networking fundamentals.
- Experience troubleshooting printers and plant peripherals.
- Strong problem-solving and communication skills.
- Possess a valid driver's license
Preferred Qualifications:
- Experience with Command Alkon, Sysdyne, Keystone, or similar systems.
- Knowledge of concrete mix designs and plant operations.
- Experience with remote support tools (RDP, VNC).
- Basic SQL or database knowledge.
- Prior IT help desk or technical support experience.
Key Skills & Competencies:
- Technical troubleshooting
- Ready-mix plant operations knowledge
- Customer service mindset
- Ability to multitask in time-sensitive environments
- Attention to detail
- Clear communication with field personnel
Work Environment:
- Combination of office-based and remote plant support.
- Early mornings, evenings, or weekend support may be required during peak production.
- Travel with personal vehicle to and from various plants and/or client locations (Mileage and tolls will be reimbursed)
Physical Demands
In a typical work setting, people in this job:
- Use hands/fingers to type and move office objects
- Sit for long periods of time
- Hear sounds and recognize the difference between them
- See details of objects that are less than a few feet away and far distances
- See differences between colors, shades, and brightness.
- Lift 55 pounds on occasion
- Kneel, stoop, crouch, bend, stretch, twist or crawl, on occasion
Silvi Materials does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.