Internal Aftermarket Support

Aftermarket Technical Support

The Aftermarket Technical Support position supports the entire aftermarket business (parts, modifications, and field service) with legacy parts investigation, identification, obsolescence resolution and ERP migration support.

Essential Functions:

• Utilize various BW Converting ERP programs and engineering tools to execute daily technical support tasks in the most efficient and thorough manner.
• Utilize Smartsheet as primary daily dashboard for all aftermarket technical support requests; all request specific communication should be captured within Smart Sheet.
• Identify/Verify part numbers for external customers, Inside Sales, Mod Sales, Audit Leader, and Field Service team members.
• Evaluate customer parts needs and recommend solutions
• Create and share PDF's of "External" engineering records to assist in machine issue resolution or in part identification.
• Create New Part Numbers, in current ERP, for all BW Converting brands in support of aftermarket sales.
• Create change masters to record obsolete items, IFU replacements and item specific notes for engineering, customer service and purchasing.
• Engage with suppliers to investigate obsolete components, direct (form, fit, function) replacements, or potential replacements that might require modification.
• Create part numbers and bills of material for rebuild kits
• Perform initial evaluation of internal requests for non-standard technical support and provide responses to requester.
• Assist manufacturing engineering with material substitutions, machining specifications, paint code requirements, determining casting to weldment feasibility and assembly questions.
• Meet with customers and suppliers (on occasion).
• Travel to other BW Converting locations for training (on occasion).
• Escalate concerns, issues and needs for additional guidance to Team Lead or Leader (Audit Leader) when necessary.
• Expand existing knowledge base of all Brands and models, associated equipment, including new and legacy equipment.
• Perform other duties as assigned.

Engineering Engagement Criteria:

• The "Spirit & Intent" for the Aftermarket Technical Support Team is to reduce production engineering's involvement to only the "critical" items in order to maximize engineering availability for sold work and other absorbable items
• Work with subject matter experts from within the various engineering groups when additional support is required to resolve parts identification requests. IMPORTANT:
  You must be prepared to share and explain the efforts that you've already taken to investigate.
• Some requests may need to go through the Mods OMS process, consistent with the "Parts vs Mods" criteria

Education & Experience:

• Associate degree in a technical or engineering related field and three years of engineering or technical support experience, or a high school degree/diploma and five years of related experience.

Knowledge, Skills, Abilities: (training will be provided)

• Demonstrated ability to strategize and implement technical support team goals.
• Effectively utilize negotiation and presentation skills.
• Awareness and working application of current and legacy ERP systems
• Awareness and working application of current and legacy document management systems
• Proven problem-solving skills
• Proficient in Microsoft office
• Ability to travel up to 10%

Competences:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results
  - Consistently achieving results, even under tough circumstances.
• Communicates Effectively
  - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes
  - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates – Building partnerships and collaborating with others to meet shared objectives.
• Decision Quality – Making good and timely decisions that keep the organization…