Technical Support Representative I

This position is responsible for providing remote technical support to internal and external customers concerning fundamental mechanical, electronic, and operational aspects of machines.  Assists with developing and maintaining technical documentation. 

Time Utilization: This position will travel up to 20% of the time.  Normal working hours are from 8:00 am to 5:00 pm and include a rotating after-hours schedule during nights, weekends, and holidays. Work performed during after hours and holidays will be compensated.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Provide general technical assistance to internal and external customers by diagnosing and resolving a broad range of unique and complex mechanical, electronic, and application issues as they exist on Multivac products.
2. Collaborate with Technical Lead and other colleagues to develop a product knowledge base and troubleshooting techniques.

1. Assist with developing and maintaining a technical library of reference material for internal and external customers’ use.  Provide technical documentation to internal and external customers as necessary.

1. Identify and assist with the resolution of quality-related issues to international headquarters.

1. Assist Controls Technician with programming of electronic spare parts and produce solutions to unique challenges which interfere with parts shipping deadline.

1. Periodically travel to participate in training, machine acceptance testing, assessments of customer applications, and complex Field Service matters at customer sites.

1. Perform other tasks as needed in support of internal and external customers.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

Associate’s degree in technical discipline and two years related experience in field service or manufacturing; or equivalent combination of education and experience.

Knowledge Required:

Working knowledge of mechanical, electronic, and operational aspects of machines.  Solid understanding of induction and servo motors, drives, and controllers. Basic knowledge of various low-voltage switches, sensors, and transducers as well electro-pneumatics and vacuum principles.  Modular PLC experience preferred.

Language Ability:
Ability to read and interpret documents such as technical documentation, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to interpret and understand machine schematics and general overall machine CAD and layout schematics. 

Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret general technical instructions in mathematical or diagram form and deal with concrete variables.

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel; and should have working knowledge of ERP systems, database applications, and contact management software.

Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.