Technical Advisor

SYNTEGON•New Richmond, WI

About The Position

Position Summary Provide customer support and technical information to customers and service personnel regarding Syntegon equipment. In depth troubleshooting of electrical/mechanical/controls/production related issues, etc. Determine and meet customer needs; resolve customer problems/issues; liaison and supporting role between the customer and internal Syntegon departments; coordinate and disseminate appropriate information; provide on-site support, as necessary. This position has a direct and significant impact on maintaining our customer base as well as growing new business for Syntegon Technology Services, LLC.

Requirements

Associate Degree and 5 years’ experience in Field Service OR a minimum of 8 years of related industry experience
5 years of experience working with mechanical/electrical systems
5 years of experience reading blueprints and schematics
3 years working direct with customers
25% National and International Travel

Nice To Haves

Proven experience in custom equipment sales, applications, design, service or assembly with food or capital equipment industry experience desired
Mechanical /electrical systems knowledge including demonstrated understanding of packaging machine design, capital equipment sales process, and quality assurance concepts
Controls experience preferred (Twin CAT, Beckhoff, Allen Bradley, Studio 5000)
Strong customer service orientation with prior experience in a direct customer contact role doing direct sales or service; ability to effectively build relationships with all customers (internal and external)
Team player with strong skills in self-organization, independent work, and multi-tasking, as applied to multiple projects in various phases with prior experience working in an interdepartmental team environment
Strong written and verbal communication skills
PC proficiency with word processing, spreadsheets, databases, and presentation software (MS Office preferred)
Knowledge of SAP is a plus
Proficient in German language is a plus

Responsibilities

Resolves technical issues and troubleshoots problems for customers, follows up to ensure final resolution.
Serves as liaison between Centers Of Competence (CoC) and North America on machine installation issues or technical issues.
Supports sales, engineering and service technicians, in-house, and on-site with technical advice, materials and coordinated training.
Provides spare part technicians with supportive services. Resources for support would include, machinery knowledge, SAP knowledge, compiled spare parts information and schematic documentation.
Assists in fielding calls from customers when needed. Contact service personnel to coordinate technical support for customers.
Pulls prints and schematics, check availability of stock and provides technical support for service technicians in field.
Provides in field service to customers when additional support is needed.
Prepares machines for in house demonstrations. Provides support with demonstration of machinery to customers.
Provides efficient support and prompt service to existing customer base.
Cultivates a positive image. Encourages and promotes our preferred vendor designation.
Proactively identify new sales opportunities on existing equipment for current and prospective customers, Promote product improvements and upgrade packages based on customer needs & market opportunities.
Visits current and prospective customers to proactively identify and address concerns, resolve problems, and meet or exceed expectations.
Provide after-hours support (on call rotation)