Technical Support Specialist

About Us:
BW Flexible Systems is a global manufacturer of packaging systems that fill and bag thousands of food and non-food products. Our packaging systems are designed and manufactured to maximize the efficiency and lifetime value of our customers’ packaging lines. Our range of machinery includes form-fill-seal, feeding, bag filling and sealing, pouch-making equipment, flow-wrap, reclosable packaging solutions, palletizing, stretch-wrapping and more.

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

Job Description:
Purpose: Forge and cultivate lasting customer relationships by delivering unparalleled technical assistance and support to both internal and external stakeholders. Address technical queries, troubleshoot issues, and elevate customer satisfaction regarding packaging equipment.

Essential Job Duties and Responsibilities:

Customer Satisfaction

• Provide comprehensive support and adeptly resolve technical issues via phone, email, and various electronic channels.
• Demonstrate proficiency in online troubleshooting, modification, and explanation of Programmable Logic Controllers (PLCs).
• Implement and maintain a robust call database for streamlined tracking and insightful analysis.
• Offer precise service estimates to internal and external customers.
• Expertly mediate conflicts with customers, ensuring swift resolution and fostering positive relationships.

Team Effectiveness and Efficiency

• Initiate small warranties.
• Proactively initiate small warranties to promptly address and resolve customer concerns.
• Collaborate seamlessly with Aftermarket Parts and Field Service teams, facilitating parts research and efficient distribution of relevant documentation.
• Conduct in-house technical training sessions for CSEs.
• Engage with customers to discuss installation schedules and provide accurate estimates for service.

Profitability

• Drive revenue growth through the delivery of top-tier Technical Support.
• Actively promote and schedule service trips to maximize equipment utilization and customer satisfaction.
• Contribute to the achievement of locational and divisional goals.

All Other Duties as Assigned

Essential Qualifications:

• A two-year post high school diploma/certificate in electro-mechanical technology and a minimum of 3 years related experience, OR a high school diploma and a minimum of 7 years relevant experience.
• Knowledge of mechanical, pneumatic, and controls systems along with a general understanding of material handling practices.

• Excellent customer relations and interpersonal relations skills including a high degree of diplomacy.
• Excellent knowledge of programmable logic controller and motion controllers
• Ability to work effectively in a team environment.
• Ability to travel up to 5% of time
• Basic computer skills including Word and Excel.

Desirable Qualifications:

• Basic CAD knowledge.
• Ability to speak Spanish
• Thoughtfully reorganize schedule when needed to adapt to customer needs
• Be involved strategic departmental projects.
• Learn and assist in other departmental positions.

ADA REQUIREMENTS:
Shop III

• Bend, squat, climb, grasp, reach, lift or otherwise move about frequently and for extended periods of time
• Lift, move or otherwise transfer up to 50 lbs. frequently, or more occasionally
• Walk, stand or otherwise move about continuously
• Exposure to typical machine shop physical hazards which may require respiratory protection
• Typically sits, grasps items and performs keyboarding for occasional operation of a computer
• Travel by air or car frequently.

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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process._

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

Company:
BW Flexible Systems

Job Type: Full-time