Technical Support Specialist - Electrical and PLC

The role provides remote technical support to Pattyn North America customers across North America and is based onsite in Sussex, Wisconsin. Reporting to the Technical Support Manager, this position blends mechanical, electrical, pneumatic, and software expertise, with 10 to 20 percent travel to stay current.

Responsibilities

• Engage with customers via phone, text, email, or video to deliver effective support.
• Read and interpret electrical schematics to assist in troubleshooting efforts.
• Read and diagnose PLC code to support problem resolution.
• Log, categorize, and prioritize cases and service requests within the CRM platform.
• Act as a liaison between departments including project management, technician planning, spare parts, engineering, and R&D.
• Escalate complex issues to the technical support manager, service department managers, or factory teams in Belgium or France as needed.
• Seek assistance from colleagues or more experienced staff when required.

Requirements

• Experience in customer service or as a service engineer in packaging, automation, or machine building is preferred.
• High school diploma or equivalent is required; additional technical or administrative training is a plus.
• Proficiency with Microsoft Office applications (Outlook, Excel, Word, OneNote, PowerPoint).
• Basic understanding of PLC code (Structured Text) is strongly preferred.
• Basic knowledge of electricity and automation components (motor control, sensors, encoders).
• Fundamentals of automation and machine sequencing.
• English and Spanish bilingual ability is preferred but not required.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Technologies

• Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint)
• PLC code (Structured Text)
• CRM platform

Benefits

• Competitive wages with opportunities for growth
• Company-paid premium health benefits with buy-up options
• Company-paid Long-Term Disability Plan and Basic Life and AD&D
• 401(k) retirement plan with employer matching
• Three weeks of paid leave plus 10 paid holidays
• Educational Assistance Program covering job-related tuition, training, course registration, and exam fees up to $5,250 per calendar year
• Company discount program for employees and their families (concerts, sports, health and wellness, travel, gifts, and more)
• Employee Assistance Program (EAP) for childcare, financial planning, pet care, and more
• Cross-functional, collaborative team environment aimed at delivering results
• Customer-centric approach with long-standing relationships and exceptional service
• Culture that prioritizes and supports employee success

Physical Demands

Ability to walk, stand, and position oneself to work on packaging machine components, including bending, twisting, and reaching with arms and hands.

Work Environment

80% office and warehouse setting with approximately 20% of time spent at customer sites, primarily within food production facilities.

Why You Should Apply

• Competitive wages with opportunities for growth
• Company-paid premium health benefits with buy-up options
• Company-paid Long-Term Disability Plan and Basic Life and AD&D
• 401(k) retirement plan with employer matching
• Three weeks of paid leave plus 10 paid holidays
• Educational Assistance Program covering job-related tuition, training, course registration, and exam fees up to $5,250 per calendar year
• Company discount program for employees and their families
• Employee Assistance Program for childcare, financial planning, pet care, and more
• Collaborative cross-functional team environment focused on delivering results
• Customer-centric culture with a history of valued clients
• Supportive culture that recognizes and rewards employee achievements