Customer Service Technical Support

Informazioni sulla Divisione:
Una società di Barry-Wehmiller Packaging Systems, Pneumatic Scale Angelus vanta una posizione di leadership nel mercato della fornitura di macchine di riempimento a secco e a umido, incapsulatrici, orlatrici di lattine, etichettatrici, centrifughe e pezzi di ricambio per i settori farmaceutico, della cura personale, dei prodotti alimentari e delle bevande, dell'inscatolamento e dei prodotti per uso domestico a livello mondiale. Le nostre linee di prodotti personalizzate includono le macchine di riempimento Hema, Mateer e Pneumatic Scale, le incapsulatrici Consolidated, Pneumatic Scale e TC, le orlatrici Angelus e Closetech, le etichettatrici Burt e MTS, le centrifughe Carr e Centritech, gli orientatori onTrack e i rilevatori di contenitori umidi, e le parti di ricambio e le soluzioni di imballaggio Zepf.

Barry-Wehmiller fornisce a livello globale progettazione, consulenza e produzione tecnologicamente avanzate nei settori del packaging, del cartone ondulato e della trasformazione della carta. Combinando a un'idea di leadership che pone al centro le persone, strategie operative mirate e una crescita basata su obiettivi, Barry-Wehmiller è diventata un’azienda da $ 3 miliardi con quasi 12.000 dipendenti uniti da uno scopo comune: usare la forza del business per costruire un mondo migliore.

Descrizione del lavoro:
The Customer Service Technical Support will act as the primary point of contact for our customers for Field Service Support, as well as the primary liaison with Field Service team members. This position will support the Spare Parts team for the sale of parts and upgrades, service contracts and / or interventions, perform administrative tasks to organize intervention on field, while actively engaging in our Lean (L3) journey by seeking, encouraging, and acting on continuous improvement and developmental opportunities.

RESPONSIBILITIES

Coordinate Field Service activities and interventions:

- Organize interventions and installations from technical standpoint.
- Maintain a service schedule to provide visibility of the activities of Field Service team members.
- Communicate details of each Service visit to ensure Field Service team members arrive on site fully prepared with clear expectation of what is required to meet and exceed the customers expectations.
- Ensure customer intervention and or installation are complete through customer sign off and satisfaction according to contract obligations.

Support the Spare Parts Team:

- Being the liaison between technical office / production and spare parts team for any technical requests or technical issues.
- Supporting the team finding spare parts opportunities and providing feedback to the organization on customers’ issue and opportunities.
- Supporting the team finding service opportunities.
- Suggesting recommended spare parts list.
- Giving some technical training and guidance to the team.

Escalate issues and collaborate as a team with the Technical and Production departments to assist our customers and share resources

Support commercial administration for the Field Service business:

- Prepare Field Service estimates for customers as well as internal sales team.
- Give information to raise sales invoices and credit notes.
- Support the development and implementation of programs to promote the sales of Field Service and Training products.
- Proactively communicate with other areas of the business to engage corrective action in a timely manner - ensuring customer satisfaction is reached.
- Share and review resources required to fulfil customers’ needs from a Field Service perspective across the business.
- Share feedback from customers regarding marketing trends and competitive equipment.
- Support filing and maintaining information in CRM and Field Service systems.
- Perform other duties appropriate to meet the needs of the business.

**REQUIREMENTS**:

- High School Technical Diploma, preferably including electrical/mechanical course work.
- 2 to 5 years’ experience in Field Service, Customer Service administrative or similar role.
- Electrical / mechanical assembly and testing knowledge.
- History of performing well in a fast-paced environment, while meeting business objectives.
- Technical acumen and problem-solving attitude.
- Proven commitment to customers and relational skills.
- Project Management and planning skills.
- High level of personal accountability.
- Responsive to internal and external customer’s needs.
- Excellent computer skills in MS Office suite.
- Ability to read blueprint schematics and drawings.
- Good knowledge of English, both written and spoken (any other language would be a plus).
- Preferred previous experience as Field Service Engineer and knowledge of packaging sector.

PREFERRED QUALIFICATIONS
- Appropriate business and technical qualifications.
- Experience in the use of a CRM system and Infor XA business system.
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