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 needed.
Communicate with customers from a technical perspective to understand and resolve equipment issues.
Respond with urgency to resolve unplanned customer issues.
Provide breakdown support for component replacements.
Document customer issues and resolutions in the asset management system.
Utilize ERP system to find parts and arrange shipment to customer outside normal business hours.
Review customer data routinely and react to alarms.
Develop insights and provide actions for customers for improved productivity and efficiency.

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.
Knowledge or skills on flexographic printing presses is a plus but not a requirement.
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.

Field Service Technical Support Technician

Key skills