SupportPro provides national after-market services across the US on secondary packaging production line equipment for strategic OEM partners, distributors and end customers.
Working as a national service technician (RST) for SupportPro, you will be responsible for exceeding expectations in response times, first time fixes and customer satisfaction services with an intensive travel requirement within your assigned territory (Minneapolis, MN, Phoenix, AZ, Las Vegas, NV or Denver, CO). You will also be expected to help develop new after-market opportunities and relationships with local OEM partners, distributors and end customers. The national service technician does so in a manner that is consistent with SupportPro’s mission statement, strategy, tactics, values, procedures and policies. The national service technician will maintain an exceptional appearance and attitude, show resilience and composure under pressure, as well as a focus on a continuous improvement on their technical ability, timely delivery of service and adherence to policies.
POSITION DUTIES & RESPONSIBILITIES:
- Travels extensively and efficiently to customer site and provides installation, commissioning, emergency on-site repairs, preventative maintenance, audits, retrofits and training services on ARPAC, competitors and our partner’s equipment.
- Develop regional relationships and sell SupportPro concept to end customers, distributors and OEM partners leading to revenue and customer satisfaction growth.
- Receive work assignments from the scheduling team and work with them to fill up available capacity by prospecting and setting up appointments when needed.
- Perform extensive mechanical and electrical modifications including PLC program modifications and servo drive reconfigurations
- Support the ongoing development and adherence to all company procedure guides, policies and processes diligently as well as meeting the required standards.
- Maintain first time fix, field response time and customer satisfaction rate at the target rate.
- Holds site visit meetings with assigned contact, including opening scope and exit meetings.
- Working in a team environment, the regional service technician is responsible for coordinating communication between the field, line management and the internal support staff.
- Responsible for timely and accurate documenting and reporting of all service related activities.
- Provide timely feedback to quality department on equipment reliability and design.
- Maintain parts inventory, requisitioning additional parts required to perform normal duties.
- Maintain all company property, including lap top, cell phones and tools in good working condition.
- Exercise safe working practices and procedures at all times.
- Conduct training with customer’s personnel to ensure an understanding of the theory of operation, proper functionality, and general maintenance of equipment.
- Attend refresher training classes and/or technician meetings with other Aftermarket team members as required at SupportPro HQ, at international OEM partners or in the field.
- Participate in the rotation of weekend on-call duties.
- As needed, fill-in for technical phone support personnel during vacations or illnesses.
- Ensures paperwork, timesheets, CRM entries, expenses and other paperwork functions are done promptly, on time and to a high quality.
- Periodically perform technical support, final assurance, or other duties at SupportPro HQ.
- Perform work duties and projects at the discretion of field service scheduler and line manager.
- Extensive travel, including some weekends, and after hours phone support on a pre-arranged rotational basis.
- International travel may be required occasionally.
- Position requires periodic assignments at Support Pro’s facility in Schiller Park, IL as required
POSITION SPECIFIC COMPETENCIES:
- Ability to effectively communicate with customers and internal staff both written and oral.
- Ability to define problems, establish facts, and draws valid conclusions.
- Solid knowledge of mechanical, electrical, and pneumatic components and their interaction.
- Ability to competently disassemble and reassemble complex mechanisms.
- Ability to read, comprehend and interpret complex technical information involving mechanics and electronics. Must be able to interpret schematic and electrical diagrams.
- Allen-Bradley Compact Logic programming capabilities.
- Allen Bradley PanelView HMI programming capabilities
- Solid understanding of RS 5000 and RS 500
- Ability to go online with PLC’s, troubleshoot issues, as well as download and upload programs
- Ability to make minor modifications and edits on PLC programs such as, add rung on PLC: add timer, open and close contacts, move and add instructions.
- Understand Variable Frequency Drives (VFD’s) and set up parameters.
- Solid understanding of how servo drives work, particularly Allen-Bradley.
- Possess soldering techniques and experience with circuit boards and electronic components.
- Computer literate and capable of using MS Office suite and terminal emulation software; capable of learning additional proprietary software programs. Understands networking/Ethernet communication.
- Must be at least 21 years of age, with an excellent credit rating and driving record. A valid driver's license and a U.S. passport are required.
- Minimum of AAS or BS in Mechtronics, EE, EET, EECS or Industrial Electronics is desired
- Minimum of five years’ experience diagnosing, troubleshooting, emergency service and repairing electronics and mechanical machine problems in the field or a commensurate military experience.
- Experience and ability to travel extensively throughout the week away from home.
- Possess component level troubleshooting experience.
- Experience and appreciation for field service procedures, dress cords and metrics.
- Experience with extensive Allen-Bradley PLC, servo, and HMI programming is desired
- General knowledge of electrical circuits required - experience with plc integration a plus.
- Must be self-motivated, professional, energetic, positive, resilient, pro-active and self-disciplined in a pressured and intensive work environment. Must enthusiastically follow policies and procedures.
- During the duties of this job, the employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl, climb, carry and drive. Regularly required to use hands to finger, handle, or feel and talk or hear.
- The employee must occasionally lift and/or move up to 100 pounds.
- While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes or airborne particles, moderate cold and moderate heat with usually moderate noise levels.