BW Converting · 10 hours ago
Customer Support Technician II – Second Shift, Remote
United States
Full-time
Remote
Mid, Senior Level
$35/hr - $43/hr
5+ years expBW Converting Solutions is a strategic alliance of industry leaders in the design and manufacture of high-performance converting and packaging machinery. The Customer Support Technician II will serve as the primary customer service and technical support representative, addressing customer inquiries and resolving equipment issues during second shift hours.
Mechanical Or Industrial Engineering
Responsibilities
Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires
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
Qualification
Required
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
Expert in controls and machine processes for print equipment
Proficient in Rockwell and Indramat software
Knowledgeable Rockwell and Indramat hardware
Strong technical and troubleshooting skill set with the ability to diagnose and resolve issues independently
Excellent customer service skills with the ability to manage multiple types of inquiries and prioritize effectively
Self-motivated with strong decision-making capabilities
Proficient in mechanical, pneumatic and control systems
Ability to travel several weeks per year to customer sites and the main factory for training
Preferred
Knowledge or skills on flexographic printing presses is a plus but not a requirement
Company
BW Converting
From paper to plastic, ink to textile products, to packaging, BW Converting changes things for the better.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Karen Elsner, CMA, MBA
EVP & CFO at Barry Wehmiller Converting Solutions
Tara Jagler
Global People Business Partner
Company data provided by crunchbase