Technical Support Representative

Patz Corporation; Town of Pound (WI); On-site; USD 62,323,000 - 93,126,000; Full time

Job summary

Patz Corporation is seeking a Field Service/Technical Support Technician in Wisconsin to diagnose and repair equipment, provide training, and answer customer questions about installation, operation, and warranty. Travel up to 50% may be required to meet customer needs.

You will assist district representatives, dealers, and customers, configure service procedures, develop instructional materials, and support product development.

Qualifications

• Technical school training preferred.
• Background in farm machinery repair strongly preferred.
• Teaching/training experience preferred.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Word, Excel, Access and PowerPoint.
• Valid driver’s license required.
• Ability to read drawings and technical manuals.
• Knowledge of electrical systems up to 480V.

Responsibilities

• Assist district representatives, dealers, and customers with technical information, service and warranty problems.
• Document and process information such as Field Communication Reports, Product News Alerts, Service Bulletins and Warranty.
• Review documents and historical data to evaluate quality of products and services for possible improvement.
• Standardize procedures to improve quality and efficiency.
• Provide a variety of educational programs, videos, and materials for training needs of district representatives, dealers, and customers.
• Serve as instructor for training courses and present material clearly to groups.
• Administer warranty and field update programs per internal procedures.
• Assist in development of Sales Manual, Operators and Parts Manual and content.
• Assist in product development and testing.
• Travel up to 50% to meet customer needs.

Skills

Technical know-how

Communication skills

Reading drawings

Microsoft Office

Education

Technical school training

Farm machinery repair background

Teaching/training experience

Job description

$21.75 - $32.50/hour; pay based on qualifications and experience

In accordance with directives, policies and controls; provides technical support information to resolve field problems, provides training and/or supply answers to customer questions regarding the installation, use, maintenance, troubleshooting, and warranty of equipment by performing the following duties:

• Assist district representatives, dealers, and their customers relative to technical information, service and warranty problems. Works with the appropriate corporate personnel to see that the customers situation is resolved.
• Document and process information relative to customer needs, i.e., Field Communication Reports, Product News Alerts, Service Bulletins, Warranty etc.
• Review documents and historical data to evaluate quality of products and services for possible improvement.
• Standardize procedures to improve quality and efficiency.
• Responsible for product and service training needs of our District Representatives, Dealers and their customers by providing a variety of educational programs, videos, and materials such as service school, online video, product news alerts, service bulletins and FAQ information, etc.
• Serve as instructor for training courses at locations required to meet customer training needs. Present subject material in front of a group of people in a clear concise manner that is easily understood.
• Administer warranty and field update programs following internal procedures and guidelines.
• Assist in development of Sales Manual, Operators and Parts Manual and content.
• Assist in product development and testing.
• Field travel to meet customer needs relative to problem resolution, modifications or updates, training, etc. This can include working in physically challenging and dirty environments, performing installation, and maintenance activities. Travel could be up to 50% of an employee’s week depending on the tasks at hand.
• Analyze problems with products and resolve whenever possible to prevent recurrence.
• Performs such tasks deemed necessary by the Technical Support Manager.

Education Requirements

• Technical school training preferred.
• Background in farm machinery repair and usage strongly preferred.
• Teaching experience and previous technical support experience preferred.
• Above average mechanical ability and knowledge to read drawings and technical manuals.
• Knowledge of electrical systems up to 480V.
• Excellent written and verbal communication skills.
• Must be proficient in the use of Microsoft Word, Excel, Access and PowerPoint.
• Ability to meet deadlines and perform the tasks at hand.
• Valid driver’s license required.
• Valid US passport preferred but not required.
• Excellent interpersonal skills demonstrating the ability to work with coworkers, dealers, district representatives, and end users.

Physical Demands

• In an 8 or greater hour day, the employee must stand/walk, drive 1-4 hours, and sit 4-6 hours.
• Must frequently use hands for repetitive movement, grasping, pushing, and pulling.
• Must occasionally bend, twist, squat, climb, and reach.
• Must perform Light Heavy Work, lifting 75 pounds maximum with frequent lifting and /or carrying of objects weighing up to 40 pounds.

Typical Working Conditions

Usual work is in an office environment with a low to moderate level of noise. Field conditions include working in an agricultural or industrial setting with accompanying weather and environmental conditions. This could include multiple-day trips both in and out of state as required.

Personal Protective Equipment (PPE) required at all times in all manufacturing areas

• Safety glasses with side shields.

Personal Protective Equipment (PPE) for occasional activities for this job description:

• Long work pants.
• Chemical impervious gloves (chemical handling).
• Hearing protection (as needed).
• Hard hat (where overhead hazards exist).
• Safety goggles or face shield (as required).

Safety

Observe all safety rules and corporate policies.

Confidentiality

Employee shall not, either during the period of employment or thereafter, except where authorized or directed by Patz in writing, disclose to others either verbally, electronically, or otherwise, use for employee’s own benefit, copy, or make notes of any confidential information or trade secrets other than that which is in public knowledge, of or relating to Patz’ business, which may come to employee’s knowledge during employment with Patz.

Affirmative Action

Patz Corporation is an Affirmative Action/Equal Employment Opportunity Employer/Vets/Disabled