Technical Service Representative in Charlotte, NC at MDI Group

Date Posted: 6/14/2018

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.

Responsibilities Include:
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 Connected Assets team to develop setup and configuration guides
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 with timely completion of all administrative reports

Mechanically and electrically inclined and innovative
Possess a valid US Driver’s 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


Search IT Jobs