Sr. Field Support Technician

Job Description

Job Description

Description:

The Senior Technical Service Technician – Industrial Machines (TSHC-IM) supports the efforts of the ATSG by providing factory -based customer service, technical support assistance and training to customers and Field Support Technicians for the optimal operation and maintenance of auxiliary machinery for the plastics processing industry and others. This position investigates, trouble shoots, and resolves technical problems for machinery users and installers mostly using virtual means. 

Essential   Functions: 

· Provide excellent customer service presence   over the phone and occasionally in person.

· Aptitude to learn and disseminate technical   information and documentation related to equipment, systems and controls to assist   in resolution of issues and answer questions pertaining to the process.

· Ability to read and interpret electrical   controls schematics as well as systems installation and flow diagrams to   understand and advise on proper operation and troubleshoot issues as they   arise.

·  Ability   to become proficient at learning and using SAP (company database) and   associated programs within to conduct daily business of locating sales and   engineering orders and equipment bills of material, as well as entering   service orders and notifications for departmental history. Other programs   needed to be used are Microsoft Office Suite for communications to customers,   vendors and company personnel, as well as CRM for documenting and   disseminating information having to do with Field Service personnel and their   activities. 

· Occasional travel to customer facilities to   witness and understand equipment application/s and operations, effect minor   repairs, and deliver parts and/or components as needed. 

· Also occasional visits to Trade Shows.

· Maintain collections of technical service    manuals and documentation.

· Maintain department instrument listing and    calibrations for inside and field service.

· Assist the Engineering Dept with occasional    lab testing of equipment and compounds sent in by customer base. 

· Associate degree in Mechanical or Electrical Engineering Technology (or related field) preferred and/or five (5)+ years of experience with industrial equipment similar to Una-Dyn/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.