Technical Sales Support Specialist jobs in Illinois

SUMMARY

Support Field Service Technicians and work closely with Signode manufacturing and engineering groups at Signode Glenview, Finland, Switzerland, Germany, Denmark, India and other related engineering and manufacturing departments.  The Product Technical Specialist will provide an advanced level of mechanical, electrical, PLC and technical support and information to field service technicians.  This advanced support focus will be on India built Metals products, Europe built stretch products, and Europe built strapping products. This advanced level support will be provided during on-site customer calls and remote support calls with Field Service Techs during machine installs/commissioning, updates, retrofits, and advanced technical calls. Responsibilities also include demonstrating and training on proper machine LOTO and safety practices, developing detailed machine installation instructions, technical troubleshooting instructions and reporting in detail all technical related issues and the action taken to support the Field Techs. 

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

• Stay informed and be able to train techs on safety related changes on products.
• Travel to customer sites to provide advanced level technical support and training to Field Service techs.
• Report regularly to Manager about scheduling and technical related issues and actions.
• Work closely with various Signode engineering and manufacturing departments and regularly meet with them to share information.
• Facilitate the exchange of technical information to the Field Service Techs using SharePoint and email. 
• Provide Technical Information reports related to machine issues found during installs and service visits and review with engineering as needed.
• Update field service of any technical changes on equipment and provide written bulletins, instructions and additional training as required. 
• Manage, study, and stay up to date with information on the Equipment Products and the controls, technical changes, updates, PLC’s, and software. 
• Assist Trainers as needed for training classes with Service Techs on specific equipment.
• Provide feedback to Trainers and IT as it relates to new software compatibility issues with laptops.
• Provide detailed warranty reports related to issue and service associated with site visits so the information can be reviewed with manufacturing and engineering.

Other duties as assigned include:

• Keep an updated data base of service support reports both remote and onsite.
• Maintain and update computer software for PLC’s, HMI’s, VFD’s, networks, and other important information for supporting Equipment Products.
• Provide additional information and reports as required to support warranty work and technical changes and actions required to resolve Product issues.  
• Be resourceful and able to independently use resources to resolve complex mechanical, electrical and software issues.

POSITION QUALIFICATIONS

Education: 

• A two-year college degree in the related field is preferred but not required. 

Experience / Abilities:

• A minimum of 5 years of experience and knowledge of Signode systems or similar type products. Technical proficiency in electrical, mechanical, hydraulic, pneumatic, PLC and other electronic operations, and excellent customer service and written and verbal communication skills. 

Computer skills:

• A working understanding of Microsoft office, various PLC, HMI and VFD software and a willingness to learn newly developed platforms that are used by engineering to control machines.

Travel Requirements:

• Up to 70% travel annually primarily Nationwide with some travel outside of USA.
• Immediate availability to travel in urgent situations.