What are the responsibilities and job description for the Service Support Coordinator position at PGNA INC?
Description
Thermal Care, part of the Piovan Group, is a leading manufacturer of process cooling equipment and systems for applications worldwide. As an ISO 9001 certified manufacturer, Thermal Care provides heat transfer equipment for over 50 industries and specializes in meeting the specific needs of our customers by offering both standard and custom designed industrial process cooling solutions. Some of the industries served include plastics, laser, heat treating, food processing, machine tool, plating, anodizing, chemical, die casting, optical coating, and printing.
Role
The Technical Support Specialist actively resolves the day-to-day technical needs of customers by managing problems and solutions. This position will report to the Service Manager and is located in Niles, Illinois.
Duties and Responsibilities
- Respond to external and internal customers (primarily via phone)
- Understand customer concerns and resolve problematic issues in a professional manner
- Provide after-hours phone support
- Communicate with customers, engineering, sales, and service management
- Troubleshoot and provide suggestions to resolve electrical, mechanical, technical, or industry related issues
- Document events for future reference and create corrective action reports (CARs) as needed
Requirements
- Associate’s degree and/or five (5) years of direct work experience without formal education
- Minimum of three (3) years of process cooling experience preferred
- Knowledge of basic PLC ladder logic, AutoCAD drawings, system level controls, refrigerant equipment, pumps, tanks, and piping
- Ability to read and comprehend schematics, wiring diagrams, ladder logic, etc.
- Prior experience in customer service (either face-to-face or over the phone)
- Excellent verbal and written communication skills
- Must have strong interpersonal skills and provide high-quality customer service
Piovan Group is a world leader in the development and production of systems for the automation of production processes for the storage, transport and treatment of polymers, plastic, and food powders. The Group is close to its customers, on a global basis, through continuous technical assistance and support from the design phase to the installation and start-up of the system.
Customers, People, Innovation. These are the pillars of our philosophy that have led us to grow in a path that began more than fifty years ago, pursuing our development objectives with honesty, integrity, and transparency.
Piovan Group offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, and employee referral bonus program.
Piovan Group is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.
Salary : $60,000 - $75,000