Mechanical Technical Support Specialist

Position Overview :

Join our dynamic team as a Mechanical Technical Support Specialist. In this pivotal role, you will offer invaluable technical support and training nationally. You will be the primary technical expert during installations, modifications, and troubleshooting for all Böwe product lines. Your expertise will make you the second line of support for hardware and software upgrades, maintenance, and emergencies. You will be instrumental in investigating and resolving customer technical issues and preventing future operational challenges.

Essential Job Functions :

Deliver on-site technical assistance to troubleshoot and repair equipment efficiently, ensuring seamless communication between customers and the Director of National Technical Support.

Provide direct support for all Böwe products, assisting and training customer service engineers and technicians as needed.

Conduct second tier troubleshooting of hardware and software issues alongside local customer service engineers, offering support via phone or at customer locations.

Create and maintain Product Performance Reports, delivering recommendations for both short- and long-term resolutions and keeping management informed of hardware and software concerns.

Offer expert technical support during new product installations and field modifications, performing system evaluations and validations.

Enhance the technical skills of customer service engineers by identifying training needs and delivering on-site training sessions.

Improve technical documentation, including service bulletins and schematics, to facilitate knowledge sharing among service personnel.

Conduct training sessions on Böwe products, ensuring comprehensive understanding and efficient use of all product lines.

Engage with parent company Böwe Systec GmbH Augsburg on technical and development issues to foster collaborative solutions.

Build and maintain positive relationships with customers and internal teams while effectively resolving issues in a timely manner.

Provide emergency assistance and respond to service calls quickly, adapting to customer schedules as necessary.

Contribute to team efforts to provide high-quality support through preventive maintenance, installations, and complex repairs.

Follow all customer policies and procedures, including safety protocols and confidentiality requirements.

Qualifications or Skills Required :

• Associate degree or equivalent experience in a technical field, with 5+ years of advanced mechanical, electronic, or software training in mail processing equipment.
• Expertise in digital electronics, networking, or related fields, with thorough knowledge of all Böwe product lines.
• Exceptional analytical and troubleshooting abilities, complemented by project management skills.
• Strong interpersonal skills, with effective communication both verbally and in writing.
• Proficient in multiple PC operating systems, including Windows and Windows Server, with strong capabilities in Word, Excel, Project, and HTML.
• Experience in troubleshooting networks related to Böwe products.
• Strong electromechanical skills and problem-solving abilities.
• Adaptability in high-stress environments, demonstrating professionalism and initiative.
• Ability to troubleshoot mechanical, electronic, and operational machine aspects while ensuring excellent customer service.
• Capable of making travel arrangements efficiently while adhering to company guidelines, including accommodations and transportation.
• This position requires up to 75% travel, with flexible scheduling to accommodate customer needs, including potential shifts or extended hours.