eCommerce Customer Service Representative Sr. jobs in Portland, ME

Compensation:

• $35.50 - $42.75/hourly based on experience and background

Benefits:

• Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Summary

Perform duties to install and provide on-demand/scheduled service and training for all general-purpose equipment with a wide variety of industrial and customer specific application machines.  This position requires daily travel by auto with frequent overnight stays.  Daily drive time is usually from 1 to 6 hours on a given day.

Essential Functions

• Perform daily task in accordance with all Safety regulations and protocols. Completes all safety related training on time and to expectation. 
• Ability to timely, accurately, and effectively document daily service activities and expenses in the appropriate recording system.
• Identifying complex problems relating to customer and/or machines, reviewing related information to develop and evaluate options and implement effective and strategic solutions.
• Read and interpret complex blueprints, wiring diagrams and schematics as required for installation, repair, special upgrades and retrofits of customer equipment.
• Technical support and training to Signode Technicians.
• Monitor and manage their schedule service calls for accuracy and completion.
• Diagnose and troubleshoot equipment breakdowns involving mechanical, hydraulic, pneumatic, electrical and electronic functions, preventative maintenance calls, disassemble units, replace defective parts.
• Make adjustments and test for proper operation on designated equipment assigned.
• Under supervision, coordinate proactive pre-installation meetings with customers to review installation procedures and both company and customer responsibilities, inspect sites for product compatibility and install, adjust and test equipment.
• Proactively report and follow up on potential unsafe conditions and suggest effective solutions.
• Maintain effective customer relationships via professional explanations of product failures, nature of problem and recommended corrective actions.
• Communicate essential information on a timely basis to key stakeholders such as customers, management and engineering.
• Intermediate PLC knowledge to troubleshoot and repair equipment programmable logic controllers.
• Identify upgrade and retrofit opportunities and notify appropriate parties to assist in quotation proposals.
• Design and conduct training programs for repair and/or preventative maintenance. Audiences include customer and company service representatives.
• Prepare comprehensive, non-conformance reports and service bulletins.
• Work with Regional Service Manager to assist on appropriate inventory sourcing levels and specific parts as it pertains to their assigned equipment.  

Position Qualifications

Education: High School Degree, Technical or similar College Degree 

Experience: 4-5 years of transferable experience. 

• Electrical, Mechanical, Blueprints, Schematics and PLC background 
• Microsoft Office skills (Word, Excel, Outlook, etc) 
• Desirable: Professional course (electrical or mechanical or automation courses). 

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Safety and security 
• Team player 
• Customer Focus 
• Decision Making / Judgment 
• Independence 

• Results-Oriented 
• Process Management 
• Resourcefulness 
• Listening 

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities.