Apply on Employer Site

KHS Group · 11 hours ago

Technical Support Specialist

Waukesha, WI, US

Full-time

Onsite

Mid Level

3+ years exp

KHS Group is a company that specializes in providing technical support for machinery. The Technical Support Specialist will primarily provide support to customers and technicians, ensuring the smooth operation of KHS machinery and addressing any service issues that arise.

Machinery ManufacturingManufacturingProfessional Services

Responsibilities

Receive inbound calls and emails from Customers, KHS technicians and other company representatives that require technical support for KHS machinery

Resolve service problems including down machinery or forward and route to the proper personnel, Service scheduling or escalate to the regional manager

Act as a liaison between USA technicians or customers for KHS GmbH, USA engineers as technical support

Support the 24/7 German Helpdesk, KHS USA Hotline and regional service managers with issues that arise from the afterhours customer support during next business hours

Use KHS CryptShare to provide documentation, Electrical schematics and machine specifics as needed

Continue to build the KHS serial number folder with the relevant information to create a better data base for all to use

Support KHS USA on the use of ReDiS (Remote Diagnostics Service) and ARS (Augmented Reality Service) to connect with machines remotely for troubleshooting

Be a source of information in the use of VM Ware and virtual machine images. Acquire the skills to navigate a PLC program using AllenBradley Control Logix, Pnozmulti Configurator and Rexroth Indramat Servos

Develop and implement systems for maximizing revenue for technical support and customer satisfaction

Look at install base for Kisters machinery to look at opportunities to sell After Sales products

Support conversions project manager in complex conversion quotations

Support Customer Service Representatives with technical clarification on parts questions

Document technical support that was provided to customer specific issues to tracking of issues

Support Technical Support Manager with updating of documentation and SOPs for job tasks

Use ECM to find machine related information

Use V:/ Drive to find machine related information

Qualification

Technical SupportPLC ProgrammingRemote DiagnosticsElectrical SchematicsVM WareCustomer ServiceDocumentation Skills

Required

Associate degree in electronics or professional certificate in industrial trades or technical discipline

Three years of experience in maintenance or service of packaging/processing equipment in a food, beverage, chemical or industrial environment; or equivalent combination of education and experience

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals

Ability to compute rate, ratio and percentages and to draw and interpret bar graphs

The employee must occasionally lift and or move up to 25 pounds