Industrial Technical Support Specialist - Not IT

Pattyn North America, headquartered in Sussex, WI, delivers turnkey automated packaging solutions that support the end-of-line operations. Our systems are engineered for accurate bag placement, hygienic performance, and long-term reliability, helping manufactures operate more efficiently across markets including food & beverage, bakery, protein, bulk solids, and consumer packaged goods.

As a Technical Support Technician, you will utilize your mechanical, electrical, and software knowledge to support our customers and technicians. Together with a team of Support Engineers worldwide, you handle Pattyn’s internal technical helpdesk.

You will form the bridge between the field (customers, technicians) and our employees at Pattyn internally, diagnosing certain problems in the field, raising them internally and solving them in collaboration with R&D. The role comes with a small amount of travel; 10-20% to ensure your knowledge remains up to date with current trends and developments with our equipment in the field.

What You Will Do?

• Monitor the technical help desk to provide support with customers via phone, text message, email, or video calls.
• Read and interpret electrical schematics to assist in troubleshooting.
• Read and troubleshoot PLC code to assist in troubleshooting.
• Log, categorize, and prioritize cases and service requests using our CRM platform.
• Function as a bridge builder between other departments – project management, technician planning, spare parts, engineering, & R&D.
• Escalate problems to our technical support manager or the service department managers, or to our respective factories in Belgium or France.
• Ability to request help from colleagues or others with more experience when needed.

What You Will Have:

• Experience: Customer service, service engineer in packaging, automation, or machine builder is preferred.
• Education: High school diploma or equivalent required; additional technical or administrative training preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint).
• Basic understanding of PLC code (structure text) is strongly preferred. (Beckhoff)
• Basic knowledge of electricity and automation components (motor control / sensors / encoders /.)
• Basic understanding of automation and machine sequencing.
• Language: Bilingual proficiency in English and Spanish preferred but not required.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Physical Environment:

Ability to walk, stand, and get into positions to work on components of a packaging machine such as, but not limited to, bending, twisting, and reaching with arms and hands.

Work Environment:

80% office and warehouse environment. 20% at customers, which mainly include food production facilities.

Why work at Pattyn?

• Competitive wages with growth opportunity.
• Shared company-paid premium health benefits with buy-up options.
• Company paid Long-term Disability Plan and Basic Life and AD&D.
• 401(k) employer matching plan.
• Three weeks of pto and 10 paid holidays.
• Educational Assistance Program that pays for job-related tuition assistance, training, course registration and exam fees (up to $5,250 per calendar year per eligibility requirements).
• Company discount program for you and your family (e.g., concerts, sporting events, health and wellness, travel, gifts and more!).
• Employee Assistance Program (EAP) that assists with guidance on childcare, financial planning, pet care and more.
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results.
• Customer-centric: We have long-standing valued customers and differentiate ourselves by providing them with exceptional services.
• Culture: We are driven by our number one asset, our employees, and their successes!