Bakery Application Support Specialist

The Field Application Support Specialist will provide hands-on equipment and application specific troubleshooting, repair, and installation in the field working alongside other Field Service staff. This position will be the primary technical point of contact between MUUS and the technical staff at the factory which produces the equipment related to their product focus and application competency. Provides onsite hands-on technical assistance, plans and executes complex installations and retrofits at customer sites, and lends guidance to Field Service on related issues. Provides second-tier escalation support to the Technical Support staff and external customers concerning complex mechanical, electronic, and operational aspects of machines. Frequently works with customers alongside Help Desk staff to remotely diagnosis and resolve issues and independently develops and maintains technical documentation.
Time Utilization: This position will travel up to 90% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be willing to work outside normal business hours including some weekends as required. Provide after-hours support as needed. Must be able to travel with little notice as customer demands require.
This position will be on one of the following schedules as determined by management: 10 consecutive days on/4 consecutive days off, or Monday-Friday with one working weekend per month required.
Illinois residents should familiarize themselves with their rights under the Illinois One Day Rest in Seven Act.
California residents should familiarize themselves with their rights under the California Wage Order Regulating Wages, Hours, and Working Conditions in the Manufacturing Industry.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
Provide complex hands-on technical assistance by diagnosing and resolving a broad range of unique and complex mechanical, electronic, and operational issues for specific equipment and applications at customer sites.
Serve as a lead technical resource for escalated issues related to your respective product focus and application competency.
Support efforts to optimize commissioned machinery in order to gain operating efficiency and prevent unnecessary downtime.
Actively partner with MULTIVAC international headquarters to develop technical cooperation, lead the resolution of quality and application issues, and work other assigned directives to support MUUS operations related to your product and application focus.
Coordinate documentation projects with relevant factories (MUWO, MUMI, TVI, Fritsch, and other equipment suppliers) to acquire all necessary mechanical prints, schematics, BOMs, training documents, and any other necessary items to successfully troubleshoot machinery.