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Technical Service Representative in Charlotte, NC at MDI Group

Date Posted: 1/3/2019

Job Snapshot

Job Description

Technical Service Representative
Charlotte, NC

This position will train Technical Service Representatives and Solution Center Staff on digital products while deploying to customers and promoting packaging materials; equipment systems.  Supporting sales and marketing within the accounts by providing timely completion of both external and internal service call reporting along with detailed administrative documentation including, account performance reports, customer relation management and project updates. This role will work as an integration point with Digital Connected Assets, the Customer Solution Center, and the Field Tech Organization.

What you will be doing:

  • Train Field Technicians how to retrofit legacy equipment with digital connectivity kits marketed by Food Care and Product Care Divisions;
  • Train Field Technicians how to setup and configure Edge Gateway and traverse customers network for secure Cloud connectivity 
  • Train Field Technicians and Solution Center staff on setup of digital twin in Cloud IoT platform and unique Customer Dashboard and user credentials 
  • Work with the PESC and Solutions Center Teams to develop Troubleshooting guides
  • Provide equipment troubleshooting, repair and maintenance service to of digital solutions to customers using materials
  • Assist or coordinate/supervise customer personnel in installation of equipment along with training customers in equipment operation, maintenance and sanitation. 
  • Support Solution Center manager in development of equipment training programs and customer equipment training sessions
  • Create and publish equipment Technical Service Bulletins highlighting special procedures or guidelines for maintaining equipment in the field;
  • Inform customers of safety regulations, technical information, modifications and improvements
  • Analyzes packaging quality and production problems to determine if equipment, material or product related
  • Advise customers in establishing preventative maintenance programs and spare parts requirements
  • Enhance customer relations with regular calls, and value capture, audits of equipment, securing parts and advise on packaging techniques per territory business plan
  • Assists sales in supporting new products and and opportunities
  • Supporting sales and marketing wih timely completion of all administrative reports

Must have:

  • Mechanically and electrically inclined and innovative
  • Possess a valid US Drivers License
  • Ability to travel overnight 40% of the time
  • Technical school preferred
  • Previous experience servicing rotary and auxiliary equipment preferred
  • Some experience with Omron and Allen Bradley PLC’s preferred
  • Some industrial nextwork experience preferred.
  • Professional attitude and be self-motivated/directed
  • Time management, communication skills, decision making, interpersonal, computer and organizational skills
  • Computer technology experience – MS O365 (Email, Excel, Word), Google Apps, CRM
  • Ability to work cross functionally to achieve company goals
  • Ability to use basic hand and power tools
  • Commercial or Industrial troubleshooting, installation, servicing and programming
  • Experience in food packaging or other related experience
  • Must be responsive to customer needs, possess a passion for quality, and have a history of strong results
  • Must possess strong customer management skills
  • Must be adept at working through issues with customers who may be frustrated and resolving to their delight
  • Must possess compelling communication skills to win the support of others.
  • Experience in food packaging or other related experience
  • Applicant must be responsive to customer needs, possess a passion for quality, and have a history of strong results
  • Must display skills of talking to customers, who are very frustrated and resolving their problems to their delight
  • Must have compelling communication skills to win the support of others


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