Technical Support Specialist 1

Responsibilities

• Provide technical support to external customers in response to inquiries via phone and email.
• Coordinate responses to customer issues by gathering input from internal experts in service and engineering.
• Create, manage, and close technical support cases in the case management system.
• Be flexible with working hours to ensure phone coverage.
• Provide after-hours support as part of a rotating pool.
• Provide equipment reliability feedback to quality engineering and collaborate on improvements.
• Attend training classes and travel on shadowing service jobs to gain hands-on practical experience.
• Develop technical documentation, procedures, and training courses for technical support and field service.
• Comply with industry, company, and customer safe working practices.

Requirements

• Three to five years of experience in a manufacturing environment.
• Five years or more experience in the packaging and/or automation industry in field service, engineering, or manufacturing function.
• Solid knowledge of manufacturing and engineering processes.
• Ability to read mechanical and electrical drawings.
• Ability to travel up to 15%.

Technologies

• Salesforce
• PLC based controls

Position Specific Competencies

• Excellent customer service
• Strong sense of urgency
• Detail oriented
• Complex problem solving capabilities
• Collaborative teamwork
• Effective self-management
• Strong verbal communication
• Strong written communication

Physical Requirements

• Frequent sitting, standing, walking, talking or hearing; using hands to finger, handle, or touch objects or controls; occasional climbing and reaching above the shoulders.
• Occasional lifting, pushing, or pulling up to 25 pounds; vision requirements include close, distance, color, peripheral, depth perception, and ability to adjust focus.

Work Environment

• Office-based position with occasional visits to the manufacturing area; up to 15% travel to customer sites for diagnostics, repair, and training on the manufacturing floor.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.