Lead Technical Support Representative

multivac; Kansas City (MO); Remote; USD 70,000 - 90,000; Full time

Job summary

multivac is seeking a remote Technical Support Engineer to diagnose and resolve complex mechanical, electronic, and operational issues across machines. You will develop and maintain technical documentation and training materials for internal and external customers.

Travel up to 20% is required. The role supports Field Service and Spare Parts teams and interacts with international headquarters to address quality issues and escalate problems as needed.

Qualifications

• Associate degree in technical discipline and four years in field service or manufacturing.
• Strong knowledge of mechanical/electronic/operator aspects of machines.
• Ability to convey technical concepts clearly and write routine reports.

Responsibilities

• Serve as a lead troubleshooting resource for escalated issues.
• Provide remote assistance to Field Service and Spare Parts teams and customers to diagnose and resolve complex mechanical/electronic issues.
• Identify equipment adjustments needed for proper operation and recommend changes.
• Partner with international HQ to lead quality issue resolution.
• Develop and maintain technical reference material for customers.
• Develop training materials to support training goals.
• Periodically travel to train or assist Field Service Technicians at client sites.
• Perform other tasks as needed in support of customers.

Skills

Troubleshooting

Remote support

Technical documentation

Training materials

Education

Associate degree in technical discipline

Equivalent combination of education and experience

Job description

This position is responsible for providing remote technical support to internal and external customers concerning complex mechanical, electronic, and operational aspects of machines and serves as a resource for other troubleshooting staff in the diagnosis and resolution of escalated issues. Independently develops and maintains technical documentation.

Time Utilization: This position will travel up to 20% of the time. Normal work schedule will be dependent on location, both with weekend coverage required on a rotating basis of 8:00am-4:00pm Saturday and Sunday. When weekends are worked, alternative days off of Thursday and Friday will be given. Position typical averages 45 hours per week for maximum troubleshooting support.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

1. Serve a s a lead troubleshooting resource for escalated technical issues
2. Provide complex remot e assistance to Field Service and Spare Parts teams, and customers by diagnosing and resolving a broad range of unique and complex m echanical, electronic, and operational issues u sing a variety of highly detailed technical documentation, acquired knowledge and personal experience, and drawing on other resources as necessary.
3. Identifies equipment adjustments needed for proper operation and makes recommendations on adjustments that typically involve multiple variables.
4. Actively partners with international headquarters to lead the resolution of quality issues and supports team members in the submission of quality issues in CRM
5. Develop and maintain technical reference material for internal and external customers’ use. Provide technical documentation to internal and external customers as necessary.
6. Develop technical training materials to support our training goals for internal and external customers
7. Periodically travel to participate in training or assist Field Service Technicians at client sites
8. Perform other tasks as needed in support of internal and external customers

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Associate’s degree in technical discipline and four years related experience in field service or manufacturing; or equivalent combination of education and experience.

Knowledge Required:

Solid knowledge of intricate mechanical, electronic, and operational aspects of machines including adjustment capabilities and variables. Solid understanding of the variety of machine options and their operation. Solid knowledge of and ability to clearly convey vacuum principles. Solid knowledge of a variety of sealing and forming techniques and operations.

Language Ability:

Ability to read and interpret documents such as technical documentation, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to interpret and communicate mechanical, electrical, and physics concepts and principles to a variety of audiences.