Technical Support Specialist

Job Description

Job Description

Job Summary:

PIOVAN/UNADYN, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market different products, including resin-drying systems, gravimetric blenders, crystallizer, plasticizer, centralize material-conveying systems, temperature-control equipment and granulators. 

PIOVAN/UNADYN 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.

PIOVAN/UNADYN, is one of the most experienced Company on PET Auxiliary Systems for preforms products with a recovery up to 100% of recycling.

ROLE (Job Description)

• Maintain collections of technical service manuals and documentation. 
• Assist the Engineering Department with occasional lab testing of equipment and compounds sent in by the customer base. 
• Performing administrative tasks such as opening and managing Service Order cases, providing service reports, and documenting expenses to the Accountability Department. 
• Occasional travel to customer facilities to witness and understand equipment applications and operations, effect necessary repairs, and deliver parts and/or components as needed. 
• Support customers by phone and/or email to assist with troubleshooting and technical requests. 
• Coordinate with the customer by sending the tariff form in case of technician intervention request. 
• Handle Service Orders under own responsibility and promptly inform the Service Manager about the job status, whether it's under warranty, to be invoiced, or FOC for a special decision/agreement from the Sales referent. 
• Support technicians and guide them on how and what to fill in on the Service Report in case of needs (in case of a critical situation). 

Qualifications and Work Experience:

• Associate degree in Electrical or Mechanical Engineering Technology (or related field) preferred and/or five (5)+ years of experience with industrial equipment similar to Una-Dyn and/or Piovan equipment;
• Must have solid communication skills, both verbal and written.
• Ability to analyze and interpret mechanical and electrical drawings, as well as software code.
• Familiar with microprocessor controls and programs.
• Must have good interpersonal skills and provide high-quality customer service. 
• Must be able to organize, prioritize, and multitask.
• Must be able to evaluate and respond appropriately to situations to the benefit of the customer.
• Familiar with Microsoft Word, Excel, PowerPoint, SAP, CRM.