ABOUT KEY TECHNOLOGY

Key Technology has been providing innovative solutions to the food industry since 1948. We are a global leader in the design and manufacture of food processing technology. Our products range from conveying, digital sorting, and process automation technologies. Our ongoing innovations provide increased control, continuous processing, and longer machine life–in processed fruits and vegetables, nuts, dried fruit, fresh-cut produce and more. Corporate headquarters are in beautiful eastern Walla Walla, Washington. Here we continually strive to find and fulfill our customers’ growing needs.

SUMMARY:

The Technical Support Specialist is the primary technical support person for Key Technology technicians and customers via email and phone for the installed customer base. Applying basic to advanced technical knowledge, documentation, and product experience the Technical Support Specialist will assist customers in troubleshooting steps to identify the root cause and provide corrective action either through change in process, replacement parts, or if the issue requires an onsite technician to resolve.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Education and/or Experience:
• Minimum of Associates degree in technical field, or equivalent experience. Three to five years of experience in a manufacturing environment required. Solid knowledge of manufacturing and engineering processes

VERBAL SKILLS

• Conveys ideas and facts orally using language the audience will best understand.\
• Customer service skills.
• Additional Skills and Responsibilities
• Ability to read mechanical and electrical drawings
• Working with PLC based controls a plus
• Technical writing experience a plus
• Willing to provide “after hour” support as part of a rotating pool
• Sense of urgency
• Detailed oriented
• Complex Problem solver - Resolves difficult and/or complicated challenges
• Teamwork - promotes cooperation and commitment within a team to achieve goals and deliverables.
• Self-Management - Manages own time, priorities, and resources to achieve goals
• Travel
• Up to 20%

ESSENTIAL RESPONSIBILITIES:

• Create, manage and close technical support cases in the case management system
• Provides external customers with technical support in response to inquiries via phone and email; technical support includes remote equipment evaluation through customer feedback and remote connection tools; supplying troubleshooting steps; recommending parts replacement and/or an on-site visit by a field service technician; transferring tech support cases to part sales, scheduling, and/or technical sales for contract visit requests and equipment upgrades.
• Coordinates response to customer issues by gathering input from internal experts in service, R&D, and engineering
• Assist in the coordination of the field change activities
• Perform field service activities as needed to support the field service team and gain additional practical experience. Write timely and accurate trip reports of all service activities.
• Generate quotes, creates projects (sold service and warranty), and schedules jobs in Field Service Automation (FSA).
• Provide equipment reliability feedback to quality engineering and collaborate on improvements through Non-Conformance Reports (NCRs).
• Attend training classes and technician meetings as required
• Provide support in commissioning products; participate in start-up meetings with client and engineering
• Comply to industry, company and customer safe working practices
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Education and/or Experience:
• Minimum of Associates degree in technical field, or equivalent experience. Three to five years of experience in a manufacturing environment required. Solid knowledge of manufacturing and engineering processe