Customer Support Technician II

Barry-Wehmiller•Lenexa, KS

12d

About The Position

The Customer Support Technician II will utilize technical knowledge and controls expertise to independently support at least one product line by resolving customer issues, testing new technology, and assisting in the development of proactive services.

Requirements

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.
Proficient in PLC software
Knowledgeable controls software
Strong technical and troubleshooting skill set with the ability to diagnose and resolve issues independently
Self-motivated with strong decision-making capabilities
Proficient in mechanical, pneumatic and control systems.
Ability to travel at least 15%.

Nice To Haves

Knowledge or skills on envelope inserting or surface treatment equipment is a plus but not a requirement
B&R and/or Siemens control systems experience preferred but not required

Responsibilities

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.