JOB SUMMARY:
The Field Service Technical Advisor is an entry level position that will provide customers with technical information and advice for their Douglas equipment. This support is offered through phone calls, emails, customer portal and potential on site visits. This position also provides assistance with the coordination of information and briefing Field Service Technicians on assignments to ensure that customer service activity achieves corporate objectives. In addition, the Field Service Technical Advisor I will be responsible for ensuring that machine records reflect current machine configuration and for providing input on Field Service Technician performance reviews and training needs.
ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:
- Steward our mission (to enrich lives by providing differentiated packaging automation and services) and values (unwavering integrity, servant's heart, ownership spirit and continuous innovation and improvement).
- Respond to customer telephone requests for technical information or support.
- Define and document tasks to be accomplished during service trips from customer supplied information.
- Complete out-trip reports for field projects as required.
- Select and brief technicians on field project assignments.
- Review sales price sheets for any information relating to the inclusion of service payments
- Provide service and installation estimates as required.
- Update project teams on the status of new machine installations.
- Schedule and execute exiting meeting with technician and non-department personnel for all projects.
- Ensure trip related information is complete, correct and properly routed.
- Follow up with each customer project to ensure all issues are resolved.
- Proactively engage customers to ensure all their service needs are met.
- Proactively identify sales opportunities for Douglas products and services
- Produce project inquiries from customer or technician and route accordingly.
- Provide input regarding Service Technician training needs and performance reviews.
- Provide in-house or in-the-field Service Technician training - electrical and mechanical.
- Required to travel a minimum of two trips per year to customer sites to gather information or resolve issues.
- Must maintain machine records as needed using computer software such as QSI, Lotus Notes, Word and Excel.
- Complete weekly expense reports and route to accounting.
- Provide weekly non department traveler time cards to Field Support Supervisor / Manager.
- Provide weekly update reports on machine status for assigned equipment.
- Provide weekly update on assigned "H" type or external rebuild projects information.
- Provide 24-hour technical response support as scheduled on a rotating basis.
- Confirm travel projects within a minimum of three business days before trip.
- Maintain purchase orders and warranty documentation for assigned projects.
- Maintain field service master schedule.
- Attend customer visit meetings for assigned new equipment.
- Responsible for acquiring information/training to keep pace with technology.
- Demonstrate a tenacious and disciplined customer satisfaction imperative using the "6+1 ways" model (quality, etiquette, attitude, responsiveness, convenience and follow-up).
- Familiarize self with Douglas mahine equipment to serve our customers with relevant and timely information for their machine
- Follow department policies and procedures and proactively work on continued improvement of department policies and procedures.
- Comply with all safety policies and procedures.
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.
- Ability to resolve electrical and/or mechanical problems on assigned types of Douglas Machine manufactured equipment
- Good work history, positive attitude, honest, and a strong work ethic.
- Strong communication, customer service and organizational skills
- Possess basic knowledge and understanding of Allen Bradley PLC logic; programming skills on a wide variety of machine controls is a plus
- Ability to use Microsoft Word, Excel, and Lotus Notes computer software
EDUCATION AND/OR EXPERIENCE:
- High school diploma / GED or equivalent
- Minimum of one year demonstrated work experience in resolving electrical and / or mechanical problems on similar packaging machinery equipment and 2 years customer service experience preferred.
- Knowledge of Douglas Machine equipment and legacy machines is a plus.
OTHER INFORMATION:
All full-time positions offer attractive compensation and benefits that include ESOP stock allocation, 401(k) match, a company health clinic, medical, dental, life and disability insurance, volunteer time off, along with holiday pay and paid time off.