Production Systems Technical Specialist

Description

Company Overview

Whirlwind Steel is a premier metal building manufacturer specializing in the design, fabrication, and delivery of top-quality metal structures. Our unwavering commitment to excellence, innovation, and customer satisfaction has positioned us as an industry leader. This has allowed us to become creators and distributors of buildings and products that people use to live, learn, worship, work, and play.

Job Summary:

The Drafting & Engineering Support - Production Systems Technical Specialist provides production-focused training, user support, technical assistance, and documentation support for key drafting and engineering production systems. The immediate focus of this role is Tekla production support and training as Tekla continues to become a primary production tool for Whirlwind.

This position will help users become more effective in production by fielding Tekla support questions, assisting with helpdesk requests, creating practical training resources, supporting new user onboarding, and helping identify recurring workflow or training gaps. The role will also assist with broader D&E Support responsibilities as needed, including standards support, production tool support, documentation, UAT, process improvement, and other team priorities.

This position may specialize in Tekla production training and support, but will remain flexible enough to support additional drafting and engineering systems, tools, and process needs based on individual skill sets and team priorities.

Key Responsibilities:

The responsibilities listed below are representative of the team's scope. Your day-to-day will focus on the areas where you bring the most value and where the team has the greatest need:

Tekla Production Support & Helpdesk Assistance

• Serve as a first point of contact for Tekla-related production support questions.
• Field user support calls and helpdesk requests related to Tekla production use.
• Help determine whether issues are related to training, workflow, data, standards, system behavior, or development escalation.
• Document common questions, recurring issues, and recommended resolutions.
• Escalate complex technical or development-related issues to the appropriate Tekla development or support resources.

Training Content & User Enablement

• Create production-focused Tekla training videos, walkthroughs, and short topic-based clips.
• Assist with new user onboarding, refresher training, and role-specific training needs.
• Develop quick-reference guides, help content, and other training materials that help users find answers quickly.
• Support monthly or quarterly training webinars, Q&A sessions, or focused learning topics.

Production Workflow Learning & Test Jobs

• Work through test jobs to build a strong understanding of Whirlwind's detailing and production processes.
• Identify gaps between system functionality, production expectations, user understanding, and documented processes.
• Provide feedback to D&E Support and related teams regarding production workflow needs or improvement opportunities.

Tool & Software Support, UAT & Testing

• Assist with testing, support, and rollout of drafting and engineering production tools.
• Troubleshoot user issues with Tekla and other drafting or production systems as needed.
• Participate in user acceptance testing for new tools, system changes, production workflows, and process updates.
• Document test results, user feedback, and issues discovered during testing.
• Collaborate with D&E Support, Tekla development, IT, PIT/MBS, and other technical teams as needed.

Documentation & Process Support

• Assist in creating and maintaining help files, user guides, process documents, and quick-reference materials.
• Support documentation related to drafting, detailing, production workflows, and D&E-managed tools.
• Recommend improvements to documentation based on user questions, helpdesk trends, and production feedback.

Standards Support & Detail Coordination

• Assist with standard detail updates, standards documentation, and related support activities as needed.
• Support coordination between standards, tools, documentation, and production workflows.
• Work with the D&E Support team to help improve consistency across drafting and engineering outputs.

Support & Continuous Improvement

• Identify recurring workflow challenges and collaborate with the Support Manager to recommend improvements.
• Help monitor user adoption, support trends, and training gaps.
• Support urgent production needs, ad-hoc requests, or special projects as directed by the Support Manager.
• Maintain a customer-service mindset focused on helping internal users work more effectively.

Requirements

Qualifications/Requirements:

• Associate degree or certification in Drafting, CAD Technology, Construction Technology, Engineering Technology, or related field preferred, or equivalent experience.
• 2+ years of experience in a drafting, detailing, production support, training, technical support, or engineering support role.
• Hands-on experience with Tekla Structures or similar 3D modeling/detailing software preferred.
• Experience with AutoCAD, MBS, or other drafting and engineering production systems is a plus.
• Ability to learn and explain technical workflows in a clear, practical, user-focused way.
• Experience creating training videos, help documents, user guides, or technical support materials is preferred.
• Strong communication skills and the ability to support users with varying levels of technical experience.
• Ability to manage multiple priorities, document issues clearly, and follow through on support needs.
• Experience in metal building systems, structural detailing, or manufacturing-related drafting is a plus.

Key Competencies:

• Strong problem-solving skills and the ability to quickly learn new software tools, workflows, and production processes.
• Customer-service mindset focused on responding to internal user needs effectively.
• Ability to translate technical information into clear training content and practical user guidance.
• Detail-oriented approach to documentation, training content, support tickets, and testing.
• Ability to identify recurring issues and recommend improvements to tools, workflows, documentation, or training.
• Flexible and adaptable to changing priorities within a fast-paced production environment.
• Ability to work collaboratively with Drafting, Engineering, Production, D&E Support, Tekla development, and other support teams.

Benefits

This is a full-time position with competitive compensation and benefits package, including health insurance, 401(k) plan, Share Profit plan, and paid time off.