Position Summary
Provide customer support and technical information to customers and service personnel regarding Syntegon equipment. In depth troubleshooting of electrical/mechanical/controls/production related issues, etc. Determine and meet customer needs; resolve customer problems/issues; liaison and supporting role between the customer and internal Syntegon departments; coordinate and disseminate appropriate information; provide on-site support, as necessary. This position has a direct and significant impact on maintaining our customer base as well as growing new business for Syntegon Technology Services, LLC.
Key Responsibilities
- Resolves technical issues and troubleshoots problems for customers, follows up to ensure final resolution.
- Serves as liaison between Centers Of Competence (CoC) and North America on machine installation issues or technical issues.
- Supports sales, engineering and service technicians, in-house, and on-site with technical advice, materials and coordinated training.
- Provides spare part technicians with supportive services. Resources for support would include, machinery knowledge, SAP knowledge, compiled spare parts information and schematic documentation.
- Assists in fielding calls from customers when needed. Contact service personnel to coordinate technical support for customers.
- Pulls prints and schematics, check availability of stock and provides technical support for service technicians in field.
- Provides in field service to customers when additional support is needed.
- Prepares machines for in house demonstrations. Provides support with demonstration of machinery to customers.
- Provides efficient support and prompt service to existing customer base.
- Cultivates a positive image. Encourages and promotes our preferred vendor designation.
- Proactively identify new sales opportunities on existing equipment for current and prospective customers, Promote product improvements and upgrade packages based on customer needs & market opportunities.
- Visits current and prospective customers to proactively identify and address concerns, resolve problems, and meet or exceed expectations.
- Provide after-hours support (on call rotation)
Basic Requirements
- Associate Degree and 5 years’ experience in Field Service OR a minimum of 8 years of related industry experience
- 5 years of experience working with mechanical/electrical systems
- 5 years of experience reading blueprints and schematics
- 3 years working direct with customers
- 25% National and International Travel
Preferred Qualifications
- Proven experience in custom equipment sales, applications, design, service or assembly with food or capital equipment industry experience desired
- Mechanical /electrical systems knowledge including demonstrated understanding of packaging machine design, capital equipment sales process, and quality assurance concepts
- Controls experience preferred (Twin CAT, Beckhoff, Allen Bradley, Studio 5000)
- Strong customer service orientation with prior experience in a direct customer contact role doing direct sales or service; ability to effectively build relationships with all customers (internal and external)
- Team player with strong skills in self-organization, independent work, and multi-tasking, as applied to multiple projects in various phases with prior experience working in an interdepartmental team environment
- Strong written and verbal communication skills
- PC proficiency with word processing, spreadsheets, databases, and presentation software (MS Office preferred)
- Knowledge of SAP is a plus
- Proficient in German language is a plus
Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives
- FIRST Robotics (For Inspiration and Recognition of Science and Technology)
- AWIM (A World In Motion)
By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
NOTE: All official Syntegon job postings can be found at www.syntegon.com. Successful candidates asked to participate in the hiring process should expect to speak to the hiring team by telephone and in person at one of our Syntegon office locations (Raleigh, New Richmond, and Minneapolis) prior to the job offer.
The expected compensation range for this non-exempt, hourly, position may be between $80,000 to $105,000 per year based on a full-time schedule.
Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At Syntegon compensation decisions are dependent on the facts and circumstances of each case. Total rewards at Syntegon include salary + bonus (if applicable) + benefits.
The welfare of our employees’ matters to us. Therefore, Syntegon offers a generous and attractive benefits package that meets our employees’ needs.
Benefits:
- 401K Match
- Benefits to include: dental, vision, and prescriptions
- Life Insurance
- Long Term Disability Insurance – Employer paid
- Education Assistance Program
- Paid Time Off
- Employee Assistance Program
Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:
- FIRST Robotics (For Inspiration and Recognition of Science and Technology)
- AWIM (A World In Motion)
By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.
