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The Resident Operational Engineer plays a critical role in ensuring customer satisfaction by managing and coordinating the daily, weekly and monthly activities to maintain, operate and support the E80 systems and equipment in dedicated customer plants. This position involves close collaboration with cross-functional teams, client maintenance and operation teams. This position will be 50% Hands on the equipment/system and 50% Supervising and Coordinating with other E80 staff and customer. He/She will be assigned to a specific customer’s plant or to a group of plants. The main goal is to deliver maximum customer satisfaction for any E80 customer service-related matters occurring in the plant.
Job Responsibility:
Act as the first point of contact for customer service-related aspects
Ensure timely and effective communication with customers and E80 back-office support
Organize and manage periodic technological updates sessions
Participate in periodical operational and management meetings with Customer's staff
Prepare and share with customer quotes for parts and interventions
Allocate technical resources, verify equipment and tools if needed, and manage materials
Develop and maintain resource schedules for maintenance, field service, and retrofit activities, ticket resolutions
Order spare parts if possible and follow up with spare part rep
Enter and manage tickets in Sales Force
Manage and coordinate resource intervention onsite
Monitor and report on the performance of allocated resources
Continually review and improve resource allocation processes and procedures
Ensure all maintenance, field service, and retrofit activities comply with relevant regulations, standards, and company policies
Observe customer behavior and alternative service purchase to recommend area for improvement
Escalate to organization any customer important aspects
Ensure all precautions are in place for the safe operation of E80 systems
Perform advanced electrical troubleshooting on every E80 machine in the system
Replace, Program and Configure E80 electromechanical components, if required
Perform engineering and software maintenance tasks periodically
Requirements:
Bachelor’s degree in engineering, operations management, or a related field preferred
Equivalent experience in maintenance management in the material handling and industrial machine design and manufacturing industries considered
3+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry in customer service, project management, asset management
Familiarity with industrial equipment design, manufacturing, and maintenance processes highly preferred
Strong technical background with understanding and/or hands-on experience on all technical aspects of an E80 automation system (PLC, PC, LGV, EM)
CMRT, Certifications highly preferred
Knowledge of SAP ERP system, CRM (Salesforce)
Knowledge of Microsoft Office 365 and power platform
Strong analytical skills and attention to detail
Excellent organizational, communication and collaboration abilities
Be a change agent
Passion for customer service and a customer-centric mindset
What we offer:
Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match