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Technical Service Specialist

2 months ago

Des Moines, United States Marel Full time
Technical Support Specialist (TSS) provides technical support and expertise to the regional Service teams. TSS will be the reference for all technical/technological questions in his/her field of expertise. TSS must build and maintain relations/connections with stakeholders.

TSS ensures that cases are handled in a timely manner and can fulfil and/or manage customer expectations accordingly to the customer focused KPI's / promise and deliver the agreed service in every touch point. TSS ensures a clear and accurate exchange of technical information between commercial and technical departments. TSS communicates directly to colleagues from regional Marel offices and can instruct and advise on on-site actions or technical recommendations.

TSS monitors the status and progress of open escalated technical & technological issues within the industry (e.g., PTO, R&D and Tech Center) and gathers reported technical feedback to identify structural problems on equipment and processes. TSS serves as machine owner from a service perspective and is a linking pin between the Industry Center organization and service.

This position is located in the Des Moines, Iowa area. Employee must be able to travel to the Marel Des Moines office on a regular basis weekly.

What you will be doing:
  • Troubleshoot and fix request, which are escalated by TSE from the regions
  • Solves requests online/remotely and/or decides on follow-up actions in a timely manner, according to the escalation process
  • Use remote accessing tool, use / interpret data diagnostics and support by use of augmented reality
  • Advice and informs the TSE (and sometimes CSC) on technical solutions and request status
  • Identify/advise on required standard and non-standard spare part packages as part of the request handling
  • Follow the global standardized guidelines for request handling covering prioritization, escalation, routing, response time etc.
  • Follow the global external and internal communication guidelines for each customer case
  • Ensure that ServiceMax and other supporting systems are used and updated as intended
  • Identifies technical improvements which can be used for potential commercial opportunities
  • Provide input to and cooperate with the MCC and MCE on the validation of PMS schedules
  • Provide input to and cooperate with the MCC, MCE and Spare Part Specialists on updates/ changes concerning BOM's of machines and systems
  • Is responsible for creating and maintaining service documentation (Service Info, Service Letter and Service Notice)
  • Monitors, evaluates and coordinates reported technical feedback
  • Identifies structural issues from reported technical feedback
  • Responsible for sharing relevant technical and technological knowledge to the regions
  • Provides and maintains content for knowledge base, which can be used by TSE (region), FSE and TSS-HD (Industry)
  • Provide input on validation of knowledge for the skill matrixes and skills in both the region and industry
  • Provides input to the Marel Academy for trainings and training material
  • Willing to participate in on-site activities for relevant machines and systems to build or maintain knowledge
  • Willingness to travel (Expected 10%)
What we are looking for:
  • Has a problem solving and service orientated mindset
  • Can translate technical information into useable commercial information
  • Can use various tools available (phone, mail, chat, direct access to customer networks, diagnostic tools)
  • Can find and interpret information from various knowledge bases
  • Is willing to acquire additional skills and knowledge on current and new equipment and/or technologies
  • Can create and maintain a network of technical and technological specialists to review and solve complex issues or special requests
  • Can translate commercial information into useable technical information
  • Has relevant knowledge about the total production process of the industry
  • Has deep technical insights in equipment, recurring problems, and fixes
  • Specialized technical analytical skills
  • Be fact based in diagnosing / resolving technical issues
  • Structured way of working, documenting progress
  • Master extended IT tools like CRM (ServiceMax), Outlook, PLM systems, Knowledge Base etc.
  • Network awareness in the Industries/SBUs (know who to contact)
Education, Knowledge, and Experience
  • Certifications: Degree in Mechanical, Mechatronic, Electrical or Software engineering
  • Must have Skinning and Injecting industrial machinery knowledge
  • Education: Technical college degree preferred
  • Languages: Excellent written & spoken English
  • Training: Strong technical background and preferable on high-level food processing equipment required, or willing to do extended on-the-job training to gather the experience
  • Skills: Excellent communicator with analytical skill and the ability to work under pressure
  • Experience: Industry professional in Technical Service Management supporting capital goods ideally in the food industry (5 years) or needs FSE experience
  • System usage: Experienced in CRM (ServiceMax) and PLM systems
  • Process Skills: Used to work in larger organisations with standardized processes and procedures
  • Strong English skills, both written and verbal
  • Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage


Commitment to Global Safety

As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work.

Marel Vision and Values

In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel's core values are: Unity, Innovation and Excellence.