TNA North America Hiring for Help Desk Specialist – Technical Services Job at Coppell, TX Full Time

Help Desk Specialist – Technical Services

Dallas, Texas

The Company

How would you like to work with an Australian founded, multiple award-winning international company recognized globally for innovation and rethinking the conventional.

With facilities around the world and head office in Sydney, Australia, tna are an innovative and successful integrated food processing and packaging solutions company with over 14,000 systems installed across 120+ countries. Click on www.tnasolutions.com to learn more about the organisation.

tna are united by a common purpose and commitment to the three Ps- People, Planet and Prosperity, in making an impact that matters. Across the globe, the Nadia and Alf Taylor Foundation continues to change lives with over 20,000 people across 39 countries directly benefiting from our Foundation supported initiatives to date.

Why work with us?

• Egalitarian company structure which empowers employees and nurtures leaders
• International mobility opportunity – Opportunity to travel in your job and see the world
• Professional and career development benefits and education investment
• Recognition program linked to health and lifestyle benefits
• Birthday leave
• Volunteering opportunities with the Nadia and Alf Taylor Foundation
• A company that truly values diversity

About the Role

This position is responsible for technical assistance to customers and technical training to customers and the technical team, including assisting the Helpdesk Manager with daily operational tasks. Responds to queries, runs diagnostic programs, isolates problems, provides supportive solutions to customers and staff through phone or Teams calls and email. Cases/work-orders to be created in Blue Folder/D365 Field Service portal, and the appropriate resources to be scheduled, and the schedules to be communicated to the customers.

Key Responsibilities

• First point of contact for Helpdesk Technical Support for customers and engineers responding promptly to customers’ requests and promoting good customer relations
• Maintains detailed customer and incident records and resolutions in the call tracking system regarding each service/support call
• Recommend equipment upgrades & support agreements to reduce user problems
• Follow up with customers to ensure issue has been fully resolved
• Interact with projects, sales, and aftermarket teams to improve overall customer satisfaction
• Conduct technical training programs and materials to customers and technical support team including training materials, hands on exercises and training evaluations for in-person, on-line and virtual training and/or as directed by the Helpdesk Manager
• Assess results of training participants and collect feedback on training instructors to determine effectiveness and identify areas for improvement.
• Completes the field service call feedback in Blue Folder/D365 Field Service portal, to close the case/work order, and progresses the field service report to be shared with the customer, and for the works to be invoiced by finance

Desired Skills and Experience

Qualifications

Qualifications in mechatronics, mechanical or electrical engineering, electrical trade or another relevant field

Work Experience

• Minimum of 10 years servicing experience with a broad technical background of electronic and mechanical equipment
• Previous experience providing remote technical support and conducting training programs
• Exposure to the manufacturing industry (specifically food & beverage or packaging) is advantageous

Knowledge

• Computer literate
• Electrical and Mechanical background
• Able to read electrical and mechanical drawings
• Fully competent in industrial electronic theory and schematics
• Understands PLC

Attributes

• Has a positive attitude
• Demonstrate the ability to identify and solve complex problems independently and multi-task in a dynamic environment
• Has a proactive mentality
• Demonstrate a professional and respectful attitude with customers, vendors, and team members.
• Mechanical Aptitude, methodical and very well organised
• A ‘people person’ with a strong sense of integrity, initiative, and enthusiasm
• Ensures a collaborative approach and can seek and listen to feedback
• Able to multi-task, be flexible and work under pressure
• Identification with tna values including being a team player, passionate, professional, committed, honest and treat people with dignity and respect

Abilities

• Extensive knowledge of Food and packaging equipment
• Able to work both autonomously and as part of a team
• Strong communication and customer relationship skills
• Able to develop, build and maintain strong relationship with management, co-workers, suppliers and clients
• Able to problem solve & make decisions in line with organisational philosophies and practices
• English language proficiency, written and verbal, Spanish skills are a plus

To be considered for this role:

If you are interested in applying for this role, then please email your resume to

Job Type: Full-time

Pay: $70,000.00 – $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 10 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Coppell, TX 75019: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk – Technical Services: 4 years (Preferred)

Work Location: One location