About Us:
BW Converting is a strategic alliance of resources and services that bring together several Barry-Wehmiller companies — Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies and Northern Engraving and Machine. These industry leaders offer trusted brands and innovative technologies in the design, manufacture, and service of high-performance converting and packaging machinery for the tissue, nonwovens, hygiene, bag-converting, mailing, and printing industries.
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:
The Customer Support Technician will utilize technical knowledge and controls expertise to independently support one product line at a high level and provide basic support for 1-2 additional product lines by resolving customer issues, testing new technology, and assisting in the development of proactive services. This dual role position serves as both the primary customer service representative and technical service representative for all incoming second shift requests, working independently with minimal supervision.
Schedule: 3:30PM – 12:30AM Sunday through Thursday.
ESSENTIAL FUNCTIONS:
- Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires.
- Communicate with customers from a technical perspective to understand and resolve equipment issues.
- Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary.
- Provide support for “on the go” programming changes with minimal supervision
- VPN into customer machines remotely to troubleshoot PLCs, drives and devices during second shift hours
- Document customer issues and resolutions in the asset management system to develop equipment history files for future troubleshooting and support.
- Utilize ERP system to find parts and arrange shipment to customer outside normal business hours
- Utilize technical skills and expertise in controls and processes to support the team and customers.
- Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiency.
- Identify continuous improvement opportunities to increase overall effectiveness and support proactive and measurable process improvement results to ensure consistency and standardization of best practices and tools.
- Proactively communicate with product line engineering team by recommending machine changes and bringing forward the voice of the customer.
- Engage in the evaluation, implementation, and testing of new technology
- Create and sustain an environment of safety.
- Perform other duties as assigned.
EDUCATION & EXPERIENCE:
- A two-year associate degree in electro-mechanical, electrical design, or a related field and five years of machine troubleshooting experience, or a high school diploma and seven years of machine troubleshooting experience.
- Expert in controls and machine processes for print equipment.
- Knowledge or skills on flexographic printing presses is a plus but not a requirement
KNOWLEDGE, SKILLS, ABILITIES:
- Proficient in Rockwell and Indramat software
- Knowledgeable Rockwell and Indramat hardware
- Strong technical and troubleshooting skill set with the ability to diagnose and resolve issues independently
- Excellent customer service skills with the ability to manage multiple types of inquiries and prioritize effectively
- Self-motivated with strong decision-making capabilities
- Proficient in mechanical, pneumatic and control systems.
- Ability to travel several weeks per year to customer sites and the main factory for training
COMPETENCIES:
- Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
- Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Drives Results - Consistently achieving results, even under tough circumstances.
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates – Building partnerships and collaborating with others to meet shared objectives.
- Ensures Accountability - Holding self and others accountable to meet commitments.
LEADERSHIP RESPONSIBILITY:
This position does not directly lead other team members.
WORK ENVIRONMENT/PHYSICAL DEMANDS:
- 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
- Occasionally travel by car or air
- Position is fully remote with occasional travel requirements
- Second shift schedule with ability to train on first shift as required
Compensation
The approximate pay range for this position is $36 - $45 per hour. Please note that the pay range is a good faith estimate at the time of posting and may vary based on factors such as experience, skills, and geographic location.
DISCLAIMER
This job description has been designed to indicate the general nature and level of work performed by team members within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills, and is subject to change at any time.
#LI-MP1
#LI-REMOTE
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 Converting
