Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires.
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 during second shift hours.
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.

Requirements

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.
Expert in controls and machine processes for print equipment.
Knowledge or skills on flexographic printing presses is a plus but not a requirement.
Proficient in Rockwell and Indramat software.
Knowledgeable Rockwell and Indramat hardware.
Strong technical and troubleshooting skill set with the ability to diagnose and resolve issues independently.
Excellent customer service skills with the ability to manage multiple types of inquiries and prioritize effectively.
Self-motivated with strong decision-making capabilities.
Proficient in mechanical, pneumatic and control systems.
Ability to travel several weeks per year to customer sites and the main factory for training.

Benefits

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

machine troubleshootingcontrols expertiseelectro-mechanical systemselectrical designflexographic printing pressesRockwell softwareIndramat softwaremechanical systemspneumatic systemscontrol systems

Soft Skills

customer servicedecision-makingself-motivatedprioritizationcommunicationproblem-solvingtechnical supportcontinuous improvementteam supporturgency