Customer Support Technician at SencorpWhite

Location: San Marcos CA

Responsible for servicing small packaging equipment on-site or remotely for Accu-Seal customers. Assumes ownership for assigned tasks and completing quality work on a timely basis. Adheres to standard procedures and schedules. Must be able to troubleshoot and problem solve, as required by the job at hand. Must be customer-focused and project a positive, professional image for Accu-Seal. Must be a self-starter yet take direction from supervisor. Excellent computer, electrical and mechanical skills are required.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Load new programs as directed by Engineering Department.
• Analyze malfunctions and troubleshoot solutions on site or remotely.
• Recommend parts and/or additional service, as necessary.
• Notifies supervisor regarding any issues that impact the ability to provide positive results affecting customer satisfaction and offer recommendations to solve problems.
• Document service provided and changes to software for customer.
• Conduct on-site Predictive Maintenance Inspections on Sencorp machinery using various measurement and testing devices. Once the on-site inspection is complete, generate a detailed list of recommendations and replacement parts and passes list to the parts department for quoting.
• Adhere to safety procedures at HQ and remote locations. Reports any safety issues, including “near misses” and accidents as soon as possible.
• Identify service contract opportunities and communicate those opportunities to sales.
• Coordinates with Sales on new opportunities, provides recommendations on upgrade offerings.
• Submit accurate, complete travel expense accounts within 5 days of completion of business trip.

SPECIFIC CHARACTERISTICS, SKILLS AND ABILITIES REQUIRED:

• Demonstrate a positive team spirit in daily activities.
• Ability to exercise good communication, organization and time management skills in a changing work environment.
• A customer-focused, “how may I serve you” attitude, with timely follow-up is required.
• Ability to present technical information in a positive and understandable manner.
• Demonstrates a professional demeanor, especially when on-site with customers.
• Must strive for continuous improvement and excellence, both technically and in service.
• Must be a self-starter, who is resourceful, works independently where appropriate, and recognizes when higher intervention may be necessary.
• Must be able to read and comprehend both electrical and mechanical blueprints, make field changes to blueprints, if required.
• Regular overtime required to meet customer needs.
• Travel 10% to 20% of the time.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION REQUIRED AND PREFERRED:

• High school diploma, GED or equivalent work experience required.
• Three+ years of previous capital equipment service technician experience strongly desired.
• Certificate program or advanced training in PLC logic a plus.
• Basic knowledge of electrical control systems and troubleshooting. Basic knowledge of pneumatics and troubleshooting.
• Continuous improvement in skill-set required.
• Experience in FDA environment a plus.
• Clean driving record and ability to pass a background check required.