About Us:
Job Description:
The Customer Support Technician II will utilize technical knowledge and controls expertise to independently support at least one product line by resolving customer issues, testing new technology, and assisting in the development of proactive services.
ESSENTIAL FUNCTIONS:
• Communicate with customers from a technical perspective to understand and resolve equipment issues.
• Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary.
• Provide support for "on the go" programming changes with minimal supervision
• VPN into customer machines remotely to troubleshoot PLCs, drives and devices
• Document customer issues and resolutions in the asset management system to develop equipment history files for future troubleshooting and support.
• Utilize ERP system to find parts and arrange shipment to customer outside normal business hours
• Utilize technical skills and expertise in controls and processes to support the team and customers.
• Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiency.
• Identify continuous improvement opportunities to increase overall effectiveness and support proactive and measurable process improvement results to ensure consistency and standardization of best practices and tools.
• Proactively communicate with product line engineering team by recommending machine changes and bringing forward the voice of the customer.
• Engage in the evaluation, implementation, and testing of new technology
• Create and sustain an environment of safety.
• Perform other duties as assigned.
EDUCATION & EXPERIENCE:
• A two-year associate degree in electro-mechanical, electrical design, or a related field and five years of machine troubleshooting experience, or a high school diploma and seven years of machine troubleshooting experience.
• Knowledge or skills on envelope inserting or surface treatment equipment is a plus but not a requirement
• B&R and/or Siemens control systems experience preferred but not required
KNOWLEDGE, SKILLS, ABILITIES:
• Proficient in PLC software
• Knowledgeable controls software
• Strong technical and troubleshooting skill set with the ability to diagnose and resolve issues independently
• Self-motivated with strong decision-making capabilities
• Proficient in mechanical, pneumatic and control systems.
• Ability to travel at least 15%.
COMPETENCIES:
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates - Building partnerships and collaborating with others to meet shared objectives.
• Ensures Accountability - Holding self and others accountable to meet commitments.
LEADERSHIP RESPONSIBILITY:
This position does not directly lead other team members.
WORK ENVIRONMENT/PHYSICAL DEMANDS:
• Bend, squat, climb, grasp, reach, lift or otherwise move about frequently and for extended periods of time
• Lift, move or otherwise transfer up to 50 lbs. frequently, or more occasionally
• Walk, stand or otherwise move about continuously
• Exposure to typical machine shop physical hazards which may require respiratory protection
• Typically sits, grasps items and performs keyboarding for occasional operation of a computer
• Occasionally travel by car or air
DISCLAIMER
This job description has been designed to indicate the general nature and level of work performed by team members within this classification. It's not intended to be construed as an exhaustive list of all responsibilities, duties and skills, and is subject to change at any time.
#LI-MP1
At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work-therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process. ?
Company: