Product Support Specialist

Job Type
Full-time
Description
Conair is the leading producer of auxiliary equipment for plastics processing in the world. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield.
Role
The Product Service Specialist I (PSS I) assumes responsibility on service issues for their respective product line. The PSS I provides technical support to Conair customers and Field reps, with the goal of achieving customer satisfaction through problem troubleshooting and resolution on both current and legacy products. To understand and diagnose issues, the PSS I interacts with Field Support Representatives, Parts and Customer Response Team members, Engineering, Quality, Sales, Product Managers, and Operations. This position reports to the Service Manager; the position may be based out of Franklin, PA, or a home office.
Duties and Responsibilities

• Able to provide expert level technical Product Support to customers, service technicians, and others on equipment in your product line;
• Research and resolve problems and complaints reported from the field during startups, assessments and repairs;
• Communicate problem details for root cause analysis;
• Evaluate equipment and system design; edit instruction manuals, work orders, checklists and knowledge articles;
• Create documents, articles and reports to assist department personnel with quickly resolving basic to mid-level issues;
• Be able to provide backup Specialist support on at least one other product line;
• Create training materials for internal and external training; provide training on your product line as necessary;
• Provide after-hours technical support as part of an on-call rotation.
• Travel to customer sites occasionally to perform basic and intermediate service and troubleshooting tasks;
• Enter warranty parts orders and RGAs in SAP for equipment in your product segment.

Requirements

• Bachelor's degree in Mechanical or Electrical Engineering Technology (or related field) and/or three (3+) years of experience working with Conair equipment;
• Proven experience in troubleshooting and repair of industrial equipment;
• Operation and application knowledge of Conair equipment is preferred, but not required;
• General mechanical, electrical and control application knowledge;
• Working knowledge of Microsoft Outlook, Salesforce (Salesforce preferred), ERP (SAP preferred) and other software packages;
• Maintains a service-focused attitude, appearance, conversation, and quality of work;
• Has a positive attitude and fosters a continuous improvement environment;
• Solid verbal and written communication skills;
• Solid interpersonal skills, providing high-quality customer service.

The IPEG Industrial Group is a family of leading brands serving the global plastics, recycling and industrial heat transfer markets. IPEG, Inc. is a corporate entity which provides best-in-class manufacturing and business support services to its brands in order to create a competitive advantage for each of the brands to drive better solutions for customers.
At IPEG, we focus on two things: Customers and Employees. And we have a saying that if we do right by both of them, everything else takes care of itself. We have formalized this into IPEG's Purpose: To foster excellence and inspire confidence in our customers and employees.
IPEG offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, wellness program and employee referral bonus program.
IPEG, Inc. is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.