What are the responsibilities and job description for the Technical Support Specialist 1 position at nVenia, A Duravant Company?
** This is not an IT role. All candidates need to be with commuting distance of Wooddale, IL. **
In the dynamic landscape of manufacturing, innovation is the cornerstone of progress, and nVenia stands at the forefront of revolutionizing the packaging industry. Through our pioneering approaches and cutting-edge technologies, nVenia has set a new standard for efficiency, sustainability, and functionality in packaging solutions.
nVenia stands as a leader in primary, secondary, and end-of-line packaging globally. Our ARPAC, FISCHBEIN, HAMER, and OHLSON Brands offer innovative solutions designed for seamless integration, durability in tough environments, and automation of repetitive tasks. Whether in CPG or Industrial Products, nVenia’s packaging automation equipment boosts production, delivers ROI, and improves your bottom line. Regardless of your industry, nVenia delivers next-level packaging solutions.
The Technical Support Specialist will serve as the primary point of contact for nVenia customers (both internal and external). They will provide frontline support via phone and email, using technical expertise, documentation, and hands-on product experience to guide customers through troubleshooting, identify root causes, and recommend corrective actions. These may include process adjustments, equipment changes, replacement parts, or coordinating onsite support.
This role requires extensive application experience, strong product knowledge, exceptional problem-solving ability, influence, and outstanding customer service and technical skills to ensure that technical issues are identified and resolved quickly and effectively.
POSITION DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provides external customers with technical support in response to inquiries via phone and email
- Serve as the primary point of contact for customer issues, ensuring timely resolution by effectively troubleshooting, coordinating with internal teams, and escalating when necessary to maintain a high level of customer satisfaction
- Create, manage and close technical support cases in the case management system, ensuring timely follow-up and closure in line with department expectations
- Timely documentation of all customer conversations and related activities in CRM system
- Handle customer complaints in a professional manner, working to resolve issues independently and engage manager when escalation is needed
- Willing to be flexible with working hours to accommodate phone coverage
- Willing to provide “after hour” support as part of a rotating pool
- Monitor recurring issues and identify trends, providing reliability feedback to Quality Engineering
- Attend training classes and travel on shadowing service jobs to gain hands on practical experience
- Learn a diverse set of products and continually improve product knowledge
- Develop technical documentation, procedures, and training courses for technical support and field service
- Comply to industry, company and customer safe working practices
POSITION SPECIFIC COMPETENCIES:
- Great Customer Service
- Result driven attitude – High level of initiative
- Friendly, courteous, and positive professional demeanor
- Sense of urgency
- Detailed oriented and accurate. Excellent attention to detail.
- Ability to multitask
- Complex Problem solver - Resolves difficult and/or complicated challenges
- Teamwork - promotes cooperation and commitment within a team to achieve goals and deliverables. Ability to recognize how actions affect the team.
- Self-Management - Manages own time, priorities, and resources to achieve goals.
- Verbal and Written Communication skills – Ability to read, write and verbally communicate (clearly) in English. Conveying ideas and facts using language the audience will best understand.
POSITION REQUIREMENTS:
- Three to five years of experience in a manufacturing environment required
- Five years or more experience in the packaging and/or automation industry in field service, engineering or manufacturing function required.
- Solid knowledge of manufacturing and engineering processes
- Experience with diagnosing, troubleshooting, and repairing electro-mechanical equipment
- Ability to read, comprehend, and interpret mechanical and electrical drawings
- Proficient in MS Office products
- Experience working in Salesforce a plus
- Experience with PLC based controls a plus – knowledge of Rockwell PLC’s, HMI’s, and VFD’s.
- Technical writing experience a plus
- Ability to work overtime as needed
- Must have a valid driver’s license
- Ability to travel up to 15% - must be able to travel domestically and internationally.
PHYSICAL REQUIREMENTS:
While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders.
The incumbent must occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT:
The position is an office-based position with occasional visits to the manufacturing area. Up to 15% of the time the position will go to customer sites to assist in conducting diagnostics, repair, and training on the manufacturing floor.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.