Job Type Full-time Description As an Automation Technical Support Representative, you are a member of our Customer Service department, and your goal is to provide exceptional mechanical and electrical troubleshooting services to our world class Manufacturing Customers. Working as a first line response to customer's needs online or on the phone you will communicate in an open, helpful, and engaging manner with your focus being on finding the right solution for each customer. You will connect with our customers and Service Techs to address questions and help troubleshoot various mechanical and electrical issues, on both installation as well as repair and maintenance issues. Your goal is to keep our customers completely assured and satisfied through your technical expertise and consistent and constant communication. Assisting customers with identification and entering of orders as they are received via email, phone or online. Duties and Responsibilities:
- Responding to customer maintenance, and service calls promptly and effectively.
- Prioritizing responses by urgency first, call order second. Assist as directed in overflow duties, spare parts, product review, feedback documentation and inventory and spare parts sales and related projects. Maintain an orderly and professional appearing work area. Assist with computerization and efficiency efforts conducted in area of the department and an individual area of responsibility.
- Maintain customer relations, understand company service and equipment offerings, recognize customer needs, and make recommendations to promote company revenue growth.
- Manage expenses.
- Other duties as assigned.
Requirements Education o Associate's Degree in Mechanical or Electrical Technology, -OR- 5+ years equivalent experience. Experience o Minimum 2 years' experience in controls, mechanics, and pneumatics desired. o Experience with robotics/automation would be preferred. o Minimum 2 years' experience in mechatronics and machinery maintenance desired. Specialized Knowledge oHas proven skills in communication with customers at all levels of management and temperament. o Knowledge of PLC programs, able to troubleshoot from various resources, documents and drawing. o Able to convey and guide customers and qualified GED employees through systematic troubleshooting processes while dealing with varying degrees of experience and knowledge of the product. o Computer literacy: a working knowledge of Microsoft office product, E-mail, Internet Modem communication programs, o Working knowledge of test equipment, VOM, RPM, Oscilloscope, calipers, temperature, pressure, and current measuring devices. o Able to sit or stand for extended periods while using the computer and telephone. o Able to work extended hours when required. o Able to be on call on a rotational basis. o Mechanical - Knowledge of machines and tools, including their designs, uses, repair, and maintenance. o Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services. o Design - Knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models. Skills o Equipment Maintenance - Performing routine maintenance on equipment and determining when and what kind of maintenance is needed. o Quality Control Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance. o Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. o Repairing - Repairing machines or systems using the needed tools. Abilities The ability to listen to and understand information and ideas presented through spoken words and sentences. To imagine how something will look after it is moved around or when its parts are moved or rearranged. To communicate information and ideas in speaking so others will understand. To troubleshoot mechanical and electrical issues customers maybe experiencing. To apply general rules to specific problems to produce answers that make sense. Desired Characteristics o Attention to Detail o Analytical Thinking o Dependability o Integrity o Adaptability/Flexibility o Initiative o Independence o Professional communication skills Working Conditions and Physical Requirements o Up to 20% travel throughout US and Canada. o Valid Drivers' License required. o Ability to obtain passport required.