Job Description
Job Description
Benefits Offered: 401K, Dental, Life, Medical, Vision
Employment Type: Full-Time
Why Work Here?: Our company has competitive wages, full benefits package, and excellent training and development opportunities.
Summary: As a Technical Specialist, the primary responsibilities are to provide technical support to the KHS customers and technicians and to support all KHS machinery.
Essential Roles and Responsibilities: include the following. Other duties may be assigned.
- Receive inbound calls and emails from Customers, KHS technicians and other company representatives that require technical support for KHS machinery.
- Resolve service problems including down machinery or forward and route to the proper personnel, Service scheduling or escalate to the regional manager.
- Act as a liaison between USA technicians or customers for KHS GmbH, USA engineers as technical support.
- Support the 24/7 German Helpdesk, KHS USA Hotline and regional service managers with issues that arise from the afterhours customer support during next business hours.
- Use KHS CryptShare to provide documentation, Electrical schematics and machine specifics as needed.
- Continue to build the KHS serial number folder with the relevant information to create a better data base for all to use.
- Support KHS USA on the use of ReDiS (Remote Diagnostics Service) and ARS (Augmented Reality Service) to connect with machines remotely for troubleshooting.
- Be a source of information in the use of VM Ware and virtual machine images. Acquire the skills to navigate a PLC program using AllenBradley Control Logix, Pnozmulti Configurator and Rexroth Indramat Servos.
- Develop and implement systems for maximizing revenue for technical support and customer satisfaction.
- Look at install base for Kisters machinery to look at opportunities to sell After Sales products.
- Support conversions project manager in complex conversion quotations.
- Support Customer Service Representatives with technical clarification on parts questions.
- Document technical support that was provided to customer specific issues to tracking of issues.
- Support Technical Support Manager with updating of documentation and SOPs for job tasks.
- Use ECM to find machine related information
- Use V:/ Drive to find machine related information
Education and/or Experience Requirements:
Associate degree in electronics or professional certificate in industrial trades or technical discipline. Three years of experience in maintenance or service of packaging/processing equipment in a food, beverage, chemical or industrial environment; or equivalent combination of education and experience.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio and percentages and to draw and interpret bar graphs.
The employee must occasionally lift and or move up to 25 pounds.