Technical Support Specialist 1

PATTYN NORTH AMERICA LLC • Sussex, WI

11d • Hybrid

About The Position

As a Support Technician, you are part of the Service Department, reporting to the technical support manager. You are responsible for providing technical support to our customers across North America. Together with a team of Support Engineers worldwide, you handle Pattyn’s internal technical helpdesk. You share mechanical, electrical, pneumatic, and software knowledge from a distance to the customer. In addition, you act as a point of contact for our project managers for technically complex problems. You will form the bridge between the field (customers, technicians) and our employees at Pattyn internally, diagnosing certain problems in the field, raising them internally and solving them in collaboration with R&D. The role comes with a small amount of travel; 10-20% to ensure your knowledge remains up to date with current trends and developments with our equipment in the field. The position is hourly with eligibility for overtime. Standard schedule is 4 days/week – 10 hrs. each day (8AM-7PM CST) except during the initial training and evaluation period of 3 months, which is Mon-Fri 8am to 5pm. With your support team counterpart, you will be responsible for covering the support desk 7 days/week from the hours of 8AM to 7PM. (weekend work is eligible for overtime) When planning vacation, it is required to coordinate with the team. On the days where there is overlap, the scheduler will attempt to have the Technical Support Specialist support local customers by providing maintenance and troubleshooting assistance.

Requirements

• Customer service, service engineer in packaging, automation, or machine builder is preferred.
• High school diploma or equivalent required; additional technical or administrative training preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint).
• Basic understanding of PLC code (structure text) is strongly preferred.
• Basic knowledge of electricity and automation components (motor control / sensors / encoders /.)
• Basic understanding of automation and machine sequencing.
• Bilingual proficiency in English and Spanish preferred but not required.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Nice To Haves

• Bilingual proficiency in English and Spanish preferred but not required.

Responsibilities

• Comfortable talking with customers via phone, text message, email, or video calls.
• Ability to read and interpret electrical schematics to assist in troubleshooting.
• Ability to read and troubleshoot PLC code to assist in troubleshooting.
• Log, categorize, and prioritize cases and service requests using our crm platform.
• Ability to function as a bridge builder between other departments – project management, technician planning, spare parts, engineering, & R&D.
• Capable of escalating problems to our technical support manager or the service department managers, or to our respective factories in Belgium or France.
• Ability to request help from colleagues or others with more experience when needed.

Benefits

• Competitive wages with growth opportunity.
• Shared company-paid premium health benefits with buy-up options.
• Company paid Long-term Disability Plan and Basic Life and AD&D.
• 401(k) employer matching plan.
• Three weeks of paid leave and 10 paid holidays.
• Educational Assistance Program that pays for job-related tuition assistance, training, course registration and exam fees (up to $5,250 per calendar year per eligibility requirements).
• Company discount program for you and your family (e.g., concerts, sporting events, health and wellness, travel, gifts and more!).
• Employee Assistance Program (EAP) that assists with guidance on childcare, financial planning, pet care and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED