Customer Support Technician II – Second Shift, Remote

The Customer Support Technician II will utilize technical knowledge and controls expertise to independently support one product line at a high level and provide basic support for 1-2 additional product lines by resolving customer issues, testing new technology, and assisting in the development of proactive services.  This dual role position serves as both the primary customer service representative and technical service representative for all incoming second shift requests, working independently with minimal supervision.

This position will work Sunday through Thursday 3:30PM - 12:30AM.

ESSENTIAL FUNCTIONS:

• 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.

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.

• Expert in controls and machine processes for print equipment.
• Knowledge or skills on flexographic printing presses is a plus but not a requirement

KNOWLEDGE, SKILLS, ABILITIES:

• 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

COMPENSATION:

The approximate pay range for this position is $35.00 - $43.00 per hour. Please note that the pay range is a good faith estimate at the time of posting and may vary based on factors such as experience, skills, and geographic location.

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
• Position is fully remote with occasional travel requirements
• Second shift schedule with ability to train on first shift as required