Machine Technician/Hotline Support
Posted by Packsize International LLC (booth # 3563)
The Technical Support Representative answers incoming calls from our customers and will troubleshoot each call remotely. He/she understands the needs of the customer and works proactively and efficiently to meet those needs. This position can be based in Salt Lake City, UT or Louisville, KY.
Essential Duties and Responsibilities:
Answers incoming customer calls and manages hotline.
Determines whether calls can be resolved over the phone or if they must be fixed on site by a field service engineer and dispatches engineers when needed.
Builds and maintains a solutions database. The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
Functions as a resource to field service engineers in their respective job functions.
Identifies and diagnoses problems remotely with little information. Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
Utilizes math skills (specifically geometry) to create packaging designs and efficient machine operation through simplifying the design matrix.
May travel to customer sites to perform installations and maintenance.
Enhances the customer’s positive experience with Packsize by recognizing their needs and providing solutions that meet and often surpass those needs.
Communicates effectively both internally and externally and utilizes CRM system to record and schedule engineering functions.
Updates online database system in a timely manner to facilitate the flow of machine data and dashboard reporting.
Builds and maintains call center scripts in the CRM system to support Packsize customer growth.
Experience and Education Required:
Bachelor’s degree in a related discipline is preferred.
Experience with servo drives, pneumatic systems, 480 3 phase power (knowledge of), and setup of machinery and corresponding accessories is preferred.
Experience with Windows and PLCs. Ability to troubleshoot PC errors and PLC functions remotely and on location.
Experience with Windows based computing.
Excellent work ethic and time management skills, accessible via telephone, and promptly returns email and phone messages.
Experience in lean manufacturing and batch production preferred.
Experience with a fast paced customer call center preferred.
Physical Demands and Working Conditions:
Ability to lift 75 pounds.
10% travel amongst a region of states
Must have a valid driver's license and clean driving record.
|Preferred Contact Method
||United States of America
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