Join Our Team as a Helpdesk Support Engineer at Pattyn North America, Inc.!
Pattyn North America, a rapidly growing company known for its state-of-the-art equipment serving both food and non-food industries in industrial packaging, is seeking a skilled Helpdesk Support Engineer.
About the Role:
In this customer-focused position, you will leverage your excellent communication and time management skills to provide top-tier support. You will be expected to read and interpret electrical schematics, as well as trouble shoot and read PLC code for remote assistance.
If you are passionate about technical support and thrive in a dynamic environment, we encourage you to apply and join our dedicated team!
Your responsibilites
As a Helpdesk Support Engineer at Pattyn North America, you will play a critical role in bridging field operations with internal teams, ensuring effective diagnosis and resolution of technical issues.
- Diagnose and raise field issues internally, collaborating with R&D to resolve them
- Maintain a strong customer focus, ensuring complete and proper assistance to customers
- Communicate positively and effectively with customers via phone, text message/ WhatsApp, email and/or video calls
- Read and interpret electrical schematics to assist in troubleshooting
- Read and troubleshoot PLC code
- Facilitate communication and collaboration between departments, including project management, technician planning, spare parts, engineering, and R&D
- Escalate problems to the service department manager or respective factories in Belgium or France when necessary
- Seek assistance from colleagues or more experienced individuals when needed
Responsibilities beyond support:
- Become familiar with new/upcoming technologies that will soon be implemented in the field
- FAR (Failure Analysis Reporting) and RCA (Root Cause Analysis) of components to improve Pattyn quality
- Generating documentation for troubleshooting steps to be provided to customers and technicians.
Work Schedule
Initial Schedule (Probationary Period):
-
Monday to Friday, 8:00AM - 5:00PM (CST)
Training Focus:
- Learning alarm codes and standard machine operations
- Mastering Twincat 2 and 3 operations
- Understanding Scopeview
- Gaining proficiency in remote access to customer machines
Post-Training Schedule:
- 4 days per week, 10 hours each day (8:00AM - 7:00PM CST)
- Collaborate with your support team counterparts to cover the support desk 7 days per week, from 8:00AM - 7:00PM (1-hour lunch break included)
- Coordinate support coverage when planning vacations
- On overlap days, the schedule will aim to have the Helpdesk Engineer support local customers and provide maintenance and troubleshooting assistance.
Our offer
- A competitive salary and benefits package in accordance with your qualifications and experience
- The possibility to travel up to 20% to ensure your knowledge maintains up to date with current trends and developments with our equipment in the field (Travel not limited to the US. We have factories in Belgium and France.)