Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Technician II supporting customer equipment issues at Barry-Wehmiller. Communicating with clients and troubleshooting machines remotely during second shift.
Responsibilities
- 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.
- Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiency.
Requirements
- 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.
- Knowledge or skills on envelope inserting or surface treatment equipment is a plus but not a requirement
- B&R and/or Siemens control systems experience preferred but not required
Benefits
- Health insurance
- 401(k) matching
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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