Digital Services Hotline Technician

**Abteilung Information**:
BW Converting Solutions ist eine strategische Allianz von Ressourcen und Dienstleistungen, die die folgenden sechs Barry-Wehmiller-Unternehmen zusammenbringt: Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies und Northern Engraving and Machine. Diese Branchenführer bieten bewährte Marken und innovative Technologien im Bereich Entwicklung, Herstellung und Wartung von Hochleistungs-Verarbeitungs
- und Verpackungsmaschinen für die Gewebe-, Vliesstoff-, Hygiene-, Beutelverarbeitungs
- sowie Versand
- und Druckbranche an.

Barry-Wehmiller ist ein breitgefächerter globaler Anbieter von Lösungen für Engineering, Beratung und Fertigungstechnologien für Verpackungs-, Wellpappen
- und Papierverarbeitungsindustrien. Die Kombination eines mitarbeiterorientierten Führungsstils mit operativen Strategien und nachhaltigem Wachstum ließ Barry-Wehmiller zu einem 3 Milliarden USD Unternehmen wachsen, dessen fast 12.000 Mitarbeiter eine gemeinsame Vision haben: Building a Better World through Business.

**Jobbeschreibung**:
**SUMMARY**:
The hotline technician will utilize technical knowledge to support at least one product line by responding to and resolving customer issues as well as supporting service techs In the field. He/She Is engaged in the testing of new technology, and assist in the development of proactive services.

**ESSENTIAL FUNCTIONS**:

- Communicate with customers and field service techs from a technical perspective to understand and resolve equipment issues.
- Engage in the evaluation, implementation, and testing of new technology.
- Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary.
- Document customer issues and resolutions in the CRM system to develop equipment history files for future troubleshooting and support.
- Provide support for “on the go” programming changes.
- Engage in proactive communication with product line engineering team by recommending machine changes and bringing forward the voice of the customer.
- Utilize technical skills and expertise (depending on the product line in controls and processes) to support the team and customers.
- Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiencies.
- Identify continuous improvement opportunities to increase overall effectiveness and support proactive and measurable process improvement results to ensure consistency and standardization of best practices and tools.
- Create and sustain an environment of safety.
- Perform other duties as assigned.

**EDUCATION & EXPERIENCE**:

- A two-year associate degree in electro-mechanical, electrical design, process or a related field and three years of machine troubleshooting experience, or a high school diploma and three years of machine troubleshooting experience.
- Expert in controls and processes for one product line.

**KNOWLEDGE, SKILLS, ABILITIES**:

- Proficient in the technology of the product line (software (e.g. Siemens, Rockwell, Bosch, Omron.) and process)
- Technical and troubleshooting skill set.
- Ability to VPN into customer machines to troubleshoot PLC’s, drives, and devices.
- Proficient in mechanical, pneumatic and control systems.
- Ability to travel at least 10%.

**COMPETENCIES**:

- **Customer Focus -**Building strong customer relationships and delivering customer-centric solutions.
- **Instills Trust -**Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- **Drives Results -**Consistently achieving results, even under tough circumstances.
- **Communicates Effectively -**Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- **Optimizes Work Processes -**Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- **Collaborates**- Building partnerships and collaborating with others to meet shared objectives.
- **Ensures Accountability -**Holding self and others accountable to meet commitments.

**LEADERSHIP RESPONSIBILITY**:
This position does not directly lead other team members.

**WORK ENVIRONMENT/PHYSICAL DEMANDS**:

- Bend, squat, climb, grasp, reach, lift or otherwise move about frequently and for extended periods of time
- Lift, move or otherwise transfer up to 50 lbs. frequently, or more occasionally
- Walk, stand or otherwise move about continuously
- Exposure to typical machine shop physical hazards which may require respiratory protection
- Typically sits, grasps items and performs keyboarding for occasional operation of a computer
- Occasionally travel by car or air

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- Bei Barry-Wehmiller sind wir uns bewusst, dass Menschen eine Fülle von Erfahrungen und Talenten mitbringen, di