Industrial Technical Support Specialist

Job DetailsLevel: ExperiencedJob Location: Sussex, WI 53089Position Type: Full TimeTravel Percentage: Up to 25%Job Shift: DayJob Category: Customer ServicePattyn North America, headquartered in Sussex, WI, delivers turnkey automated packaging solutions that support the end-of-line operations. Our systems are engineered for accurate bag placement, hygienic performance, and long-term reliability, helping manufactures operate more efficiently across markets including food & beverage, bakery, protein, bulk solids, and consumer packaged goods.

For decades, manufacturers across North America have trusted Pattyn to provide robust, flexible automation tailored to their unique production environments. Working closely with our customers, we design and integrate solutions that maximize throughput, reduce manual handling, and ensure consistent results - from individual machines to fully integrated packaging lines.

Pattyn North America is part of the global Pattyn Group and a member of the Duravant family of operating companies bringing together global packaging expertise with expanded capabilities in automation, integration, lifecycle services, and support. With manufacturing, sales, and service operations across North America, Europe, and Asia, we deliver local partnership back by global innovation.

As a Technical Support Specialist you are part of the Service Department, reporting to the technical support manager and you are responsible for technical support to our customers across North America.

Together with a team of Support Engineers worldwide, you handle Pattyn’s internal technical helpdesk. You will utilize your mechanical, electrical, pneumatic, and software knowledge from a distance to support the customers and techs in the field.

In addition, you act as a point of contact for our project managers for technically complex problems.

You will form the bridge between the field (customers, technicians) and our employees at Pattyn internally, diagnosing certain problems in the field, raising them internally and solving them in collaboration with R&D. The role comes with a small amount of travel; 10-20% to ensure your knowledge remains up to date with current trends and developments with our equipment in the field.

The position is hourly with eligibility for overtime. Standard schedule is 4 days/week – 10 hrs. each day (8AM-7PM CST) except during the initial training and evaluation period of 3 months, which is Mon-Fri 8am to 5pm.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Comfortable talking with customers via phone, text message, email, or video calls.
Ability to read and interpret electrical schematics to assist in troubleshooting.
Ability to read and troubleshoot PLC code to assist in troubleshooting.
Log, categorize, and prioritize cases and service requests using our crm platform.
Ability to function as a bridge builder between other departments – project management, technician planning, spare parts, engineering, & R&D.
Capable of escalating problems to our technical support manager or the service department managers, or to our respective factories in Belgium or France.
Ability to request help from colleagues or others with more experience when needed.

QualificationsPOSITION REQUIREMENTS:

Experience: Customer service, service engineer in packaging, automation, or machine builder is preferred.
Education: High school diploma or equivalent required; additional technical or administrative training preferred.
Technical Skills:

Proficiency in Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint).
Basic understanding of PLC code (structure text) is strongly preferred.
Basic knowledge of electricity and automation components (motor control / sensors / encoders /.)
Basic understanding of automation and machine sequencing.

Language: Bilingual proficiency in English and Spanish preferred but not required.
Strong verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving skills and attention to detail.

POSITION SPECIFIC COMPETENCIES:

Results Focused
Relationship Building
Customer Focused
Problem Solving skills
Communication skills – verbal and written
Self-Management
Technical Aptitude
Positive Attitude

PHYSICAL DEMANDS:

Ability to walk, stand, and get into positions to work on components of a packaging machine such as, but not limited to, bending, twisting, and reaching with arms and hands.

WORK ENVIRONMENT:

80% office and warehouse environment. 20% at customers, which mainly include food production facilities.

WHY YOU SHOULD APPLY:

• Competitive wages with growth opportunity.

• Shared company-paid premium health benefits with buy-up options.

• Company paid Long-term Disability Plan and Basic Life and AD&D.

• 401(k) employer matching plan.

• Three weeks of paid leave and 10 paid holidays.

• Educational Assistance Program that pays for job-related tuition assista