Lead Technical Support Representative

MULTIVAC USA • Kansas City, MO

7d • Remote

About The Position

This position is responsible for providing remote technical support to internal and external customers concerning complex mechanical, electronic, and operational aspects of machines. The role serves as a resource for other troubleshooting staff in the diagnosis and resolution of escalated issues. The Lead Technical Support Representative will independently develop and maintain technical documentation. This position requires up to 20% travel and involves weekend coverage on a rotating basis (8:00 am - 4:00 pm Saturday and Sunday). When weekends are worked, alternative days off of Thursday and Friday will be given. The position typically averages 45 hours per week.

Requirements

• Associate’s degree in technical discipline and four years related experience in field service or manufacturing; or equivalent combination of education and experience.
• Solid knowledge of intricate mechanical, electronic, and operational aspects of machines including adjustment capabilities and variables.
• Solid understanding of the variety of machine options and their operation.
• Solid knowledge of and ability to clearly convey vacuum principles.
• Solid knowledge of a variety of sealing and forming techniques and operations.
• Ability to read and interpret documents such as technical documentation, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to interpret and communicate mechanical, electrical, and physics concepts and principles to a variety of audiences.

Responsibilities

• Serve as a lead troubleshooting resource for escalated technical issues
• Provide complex remote technical assistance to Field Service and Spare Parts teams, and customers by diagnosing and resolving a broad range of unique and complex mechanical, electronic, and operational issues using a variety of highly detailed technical documentation, acquired knowledge and personal experience, and drawing on other resources as necessary.
• Identifies equipment adjustments needed for proper operation and makes recommendations on adjustments that typically involve multiple variables.
• Actively partners with international headquarters to lead the resolution of quality issues and supports team members in the submission of quality issues in CRM
• Develop and maintain technical reference material for internal and external customers’ use. Provide technical documentation to internal and external customers as necessary.
• Develop technical training materials to support our training goals for internal and external customers
• Periodically travel to participate in training or assist Field Service Technicians at client sites
• Perform other tasks as needed in support of internal and external customers

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree