Bakery Application Support Specialist

Description

The Field Application Support Specialist will provide hands-on equipment and application specific troubleshooting, repair, and installation in the field working alongside other Field Service staff. This position will be the primary technical point of contact between MUUS and the technical staff at the factory which produces the equipment related to their product focus and application competency. Provides onsite hands-on technical assistance, plans and executes complex installations and retrofits at customer sites, and lends guidance to Field Service on related issues. Provides second-tier escalation support to the Technical Support staff and external customers concerning complex mechanical, electronic, and operational aspects of machines. Frequently works with customers alongside Help Desk staff to remotely diagnosis and resolve issues and independently develops and maintains technical documentation.

Time Utilization: This position will travel up to 90% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be willing to work outside normal business hours including some weekends as required. Provide after-hours support as needed. Must be able to travel with little notice as customer demands require.

This position will be on one of the following schedules as determined by management: 10 consecutive days on/4 consecutive days off, or Monday-Friday with one working weekend per month required.

Illinois residents should familiarize themselves with their rights under the Illinois One Day Rest in Seven Act.

California residents should familiarize themselves with their rights under the California Wage Order Regulating Wages, Hours, and Working Conditions in the Manufacturing Industry.

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

1. Provide complex hands-on technical assistance by diagnosing and resolving a broad range of unique and complex mechanical, electronic, and operational issues for specific equipment and applications at customer sites.

1. Serve as a lead technical resource for escalated issues related to your respective product focus and application competency.

1. Support efforts to optimize commissioned machinery in order to gain operating efficiency and prevent unnecessary downtime.

1. Actively partner with MULTIVAC international headquarters to develop technical cooperation, lead the resolution of quality and application issues, and work other assigned directives to support MUUS operations related to your product and application focus.

1. Coordinate documentation projects with relevant factories (MUWO, MUMI, TVI, Fritsch, and other equipment suppliers) to acquire all necessary mechanical prints, schematics, BOMs, training documents, and any other necessary items to successfully troubleshoot machinery.

1. Develop and maintain technical reference material for internal and external customers’ use. Provide technical documentation to internal and external customers as necessary.

1. Frequently travel to participate in training, Factory Acceptance Tests, assessments of customer applications, and perform field service or assist Field Service Technicians at client sites.

1. Routinely provide remote technical support in the contact center alongside Help Desk staff.

1. 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 or equivalent technical certification in electrical or mechanical engineering or similar discipline and four years related experience in field service or manufacturing; or equivalent combination of education and experience.

Knowledge Required:

Working knowledge of mechanical, electronic, and operational aspects of machines. Advanced understanding of three-phase induction and servo motors, stepper motors, drives, and controllers. In-depth knowledge of various low-voltage switches, sensors, and transducers as well electro-pneumatics and vacuum principles. Modular PLC troubleshooting experience necessary.

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel; and should have working knowledge of ERP systems, database applications, contact management software, manufacturing software, and project management software.

Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.