Technical Services Representative

Company: Orion Talent
Location: Harrisburg
Posted on: September 19, 2023

Job Description:

Position Details:
Title: Technical Services Representative
Location: Remote, home-based role. Openings in the greater Harrisburg, PA area & in the greater Dayton, OH area. Must be located within -50-100 miles of these metro areas.
Shift: Normal daytime working hours Monday-Friday with some variance depending on customer/project.
Compensation: $80K - $85K salary position + 10% bonus based on individual & company performance + annual review and pay increases + $120/month cell phone allowance + lump-sum relocation available for the right candidate + car allowance or vehicle for travel, whichever you prefer. Total 1st Year -$90K-$95K+.
Benefits: Company offers a comprehensive benefits package designed to promote wellness and provide protection for its associates and their families, including medical coverage, dental coverage, life insurance, short-term and long-term disability, 401(k), gift program, employee assistance programs, educational assistance, and service awards.
Travel: You can expect to travel during the week in support of clients in your territory, which covers an area within about 4-5 hours of these metro areas. Travel will primarily be on the road with a lot of "windshield time" with occasional travel via airplane if the drive is more than 6 hours away. On average you'll be away from home 2 or 3 nights during the week. You will be home on the weekends.

Position Description: As a Technical Service Rep, you will report to the Tech Services Manager and provide efficient and timely technical assistance in matter relating to their packaging equipment operations and to facilitate customer quality and packaging performance improvement. You will be responsible for scheduling your work and providing on-site technical support as required to clients and assigned customers throughout your territory (typically 2 to 4 states in size). Critical to this role is your ability to write field service reports on the "who, what, when, where, and why" of your work and technical service/consulting for the customer. Additionally, you will interact on calls and emails with customers, internal sales, and other technical resources in discussing technical things as it relates to customer packaging needs, operations, and improvements. When you're in the field you will not fix or repair the equipment in a hands-on maintenance role (the client maintenance team does that), but instead provide diagnostics, troubleshooting, and consultative support of company packaging, equipment, and its operations to the client (typically you'll work with client operators and maintenance professionals) at client sites for smooth, optimal, and efficient results. Key responsibilities include:
--- Identify areas for technical development where innovation and process improvement can create new opportunities or improve existing products delivering competitive advantage.
--- Troubleshoot machine/material issues on site.
--- Visit customer sites to address complaints, disposition of materials, & document operating conditions
--- Maintain customer feedback system.
--- Prepare the appropriate documentation on RMA materials.
--- Maintain customer quality tracking for defective materials.
--- Investigate defective materials identified in plants to determine root cause.
--- Coordinate with internal associates to ensure consistent treatment of materials across all plants.
--- Aid the product development engineers and sales in developing and commercializing new packaging.
--- Support all ISO related procedures.
--- Support product development, working with Packaging Engineers and Plant Representatives in commercializing and refining specifications and quality procedures for new and existing products.
--- Aid sales/development team in assessing/ensuring capabilities meet client performance requirements.
--- Coordinate and manage commercialization trials.
--- Augment company's quality support staff by serving as a liaison between the company and the customer.

Requirements:
--- Good electrical-mechanical maintenance skills and experience, especially in a consultative capacity.
--- Excellent electrical troubleshooting and ladder-logic/sequential input-output problem-solving.
--- Good mechanical pneumatics and hydraulics experience fixing and repairing machinery/equipment.
--- Excellent customer service skills internally & externally across organizations in demanding settings.
--- Outstanding relationship builder & collaborator to develop, maintain, and strengthen partnerships.
--- Superb verbal and written communication skills
--- Proficient with computers and windows/microsoft office suite.
--- During the hiring process you will complete an online personality scenario-based assessment that used as an indicator and as guidance for areas of professional development opportunity at the company. The assessment is not a pass or fail.
--- All candidates must pass a physical and 10-panel drug test for employment.

Training & Professional Development: Your initial training consists of a well-blended mix of on-the-job training, learning the suite of the company packaging products, equipment, systems, and processes, learning the internal organization of teams and associates that make the company so successful as a world leading packaging company, and learning company clients, customers, the overall business, and industry at-large. A large chuck of your training will consist of shadowing experienced technical service reps and becoming certified for your independent technical service as a representative on your own. This typically takes a year or more but can vary depending on your experience level and progress. Long-term growth takes place through promotion to increased technical levels along with opportunities to grow and promote into the manufacturing side of the company's business and company.

Keywords: Orion Talent, Harrisburg , Technical Services Representative, IT / Software / Systems , Harrisburg, Pennsylvania