Controls Support Technician; PLC; 2nd Shift

BW Converting is a strategic alliance of resources and services that bring together several Barry-Wehmiller companies — Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies and Northern Engraving and Machine. These industry leaders offer trusted brands and innovative technologies in the design, manufacture, and service of high-performance converting and packaging machinery for the tissue, nonwovens, hygiene, bag-converting, mailing, and printing industries.

BW Converting is a strategic alliance of resources and services that bring together several Barry-Wehmiller companies — Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies and Northern Engraving and Machine. These industry leaders offer trusted brands and innovative technologies in the design, manufacture, and service of high-performance converting and packaging machinery for the tissue, nonwovens, hygiene, bag-converting, mailing, and printing industries.

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

The Customer Support Technician will utilize technical knowledge and controls expertise to independently support one product line at a high level and provide basic support for 1-2 additional product lines by resolving customer issues, testing new technology, and assisting in the development of proactive services. This dual role position serves as both the primary customer service representative and technical service representative for all incoming second shift requests, working independently with minimal supervision.

3:30PM – 12:30AM Sunday through Thursday.

• Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires.
• Communicate with customers from a technical perspective to understand and resolve equipment issues.
• Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary.
• Provide support for “on the go” programming changes with minimal supervision
• VPN into customer machines remotely to troubleshoot PLCs, drives and devices during second shift hours
• Document customer issues and resolutions in the asset management system to develop equipment history files for future troubleshooting and support.
• Utilize ERP system to find parts and arrange shipment to customer outside normal business hours
• Utilize technical skills and expertise 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 efficiency.
• 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.
• Proactively communicate with product line engineering team by recommending machine changes and bringing forward the voice of the customer.
• Engage in the…