Main customer-facing company representative for electrical issues/concerns/questions with installed equipment.
Responsible for guiding customer through buying and troubleshooting processes for aftermarket parts and service, especially PLC/HMI programming and controls related issues.
Manage timely resolutions of technical issues in a professional manner, performing in accordance with customer service excellence goals and objectives to provide the highest level of customer satisfaction.
Provide customer troubleshooting and support via acquisition of information, drawings, reviewing program logic, and going online with a piece of equipment.
Make minor modifications to existing designs like adding sensors, pushbuttons, faults, etc.
Provide direct, accurate quoting of electrical parts and service. Cross-sell and up-sell as appropriate to improve customer experience.
Work with field service manager to schedule field service personnel for on-site resolution of customer issues.
Engage internal resource requirements (design engineering, manufacturing, etc) as necessary to meet customer requirements and drive customer satisfaction.
Focus on solutions and exploit opportunities to initiate process change and drive positive results.
Be the customer service representative application expert in electrical and programming related issues.
Serve as resource to others in the resolution of complex problems and issues related to order entry.
Occasional <10% travel as needed to resolve customer issues on-site.
Duties will reflect substantial variety, flexibility and complexity
RESPONSIBILITIES AND ADDITIONAL DUTIES:
As necessary, support customer and manufacturers’ representative’s requests, providing product information, order status, tracking information, price, availability, lead-time, expediting, and order entry.
JOB SPECIFICATIONS/PERSONAL QUALIFICATIONS:
Ideal Candidate will possess an Associate’s degree in a related technical field and 3+ years’ experience in PLC & HMI programming & troubleshooting of powder compaction presses.
Acceptable candidate will have 5+ years’ experience in PLC & HMI programming/troubleshooting in a general industrial environment.
Excellent communication skills, verbal and written, organizational, telephone and computer skills.
Strong familiarity with Microsoft Office suite – Word, Excel, PowerPoint
People skills – clear communication, upbeat demeanor, and a can-do attitude are absolutely required.