Technical Services Representative - (Industrial Manufacturing Equipment)
About The Position
Nordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment. Summary of the role As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected. Job Summary Technical Service Representatives act as product experts and are the first line of contact/support for end users, internal field technicians and sales specialists for all of Nordson Adhesives Dispensing Equipment. Technical Service Representatives will be responsible for troubleshooting, assisting with installations, equipment quality/operation and part(s) inquiries. They will work closely with internal teams to resolve customer issues in an efficient and timely manner.
Requirements
- College degree in a Technical Program preferred.
- 3 years of experience in machinery repair or technical customer support of industrial machinery
- Participate in a mandatory After Hours (6:00 pm-7:30am EST) technical support call rotation for one week at a time (overtime pay for being on-call is included)
- Overtime may be necessary as assignments dictate, to include weekdays, weekends, and occasional holidays
- Ability to use basic instrumentation, tools, and equipment
- Ability to read and comprehend installation, dimensional and troubleshooting drawings/flowcharts, hydraulic/pneumatic diagrams, electrical schematics, and wiring diagrams
- Basic understanding of PLC systems knowledge and interface a plus
- Experience with SAP is highly desired, C4C is a plus
- Troubleshooting methodology and problem-solving skills
- Strong interpersonal skills and the ability to function as a team player
- Able to thrive in a changing environment
- Sense of urgency to get the job done, self-motivated and takes initiative
- Well organized and demonstrate good time management and prioritization
Responsibilities
- Participate in a live phone call/email rotation to provide efficient and timely resolution to internal and external service and support inquiries on Nordson packaging, product assembly, and nonwovens adhesive dispensing equipment.
- Troubleshoot equipment with customers and Nordson commercial team members over the phone and through email to minimize customer downtime
- Complete a general service ticket for every interaction utilizing SAP cloud for customers (C4C)
- Research and provide individual parts, bill of material (BOM) and drawing information on configurable and standard equipment to internal and external customers utilizing SAP software
- Research and provide customer product manuals, instruction sheets, users guides, parts lists, and product advisories utilizing Canto document library
- Escalate product quality/trouble issues reported to technical services to the appropriate account team/division and collaborate as needed to effectively reach a resolution
- Collaborate with other technical service/engineering groups and subject matter experts (SME) worldwide to resolve customer inquiries as needed
- Stay up-to date on current and legacy products and service information through regular training, both formal and on-the job (OJT)
- Disseminate sales leads to the appropriate account team utilizing a zip code matrix as needed
- Test, teardown, and evaluation of returned Demo products.
- Performs other duties as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
