Technical Support Representative

4 weeks ago

Georgetown, Canada Mold-Masters Full time

Key

**Responsibilities**:
Responsibilities include, but are not limited to:
- Full project responsibility for selected NCRs assigned to our Master Care team by the Technical Support Manager- Answer calls and identify, diagnose, and resolve customer issues- Provide technical support on operational or maintenance issues using documented procedures and available tools- Create documented procedures for customers with unique product configurations as required- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls- Utilize industry knowledge and experience beyond the scope of our products to resolve technical issues related to resins, mold construction, injection molding process & auxiliary equipment- Dispatch appropriate field service teams as necessary- Create/ modify products as required to resolve technical issues beyond the scope of current product offerings-
- Identify and escalate systemic technical product issues to the relevant department;- Identify product improvement/ enhancements to expand the capabilities of products based on issue resolution/ knowledge/ experience- Recommend and carry out any required commercial resolutions;- Remain knowledgeable of MML's product line and service offerings, current industry products and technologies- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions- Identify and provide input on unique or recurring customer problems- Act independently to field support calls that are technically and interpersonally complex in nature- Initiate follow-through and follow-up actions- Handle all customer communication (oral and written) as necessary to ensure our clients are informed of our actions- Travel to the customer as determined necessary to better carry out technical problem identification and resolution- Ensure compliance with the Health and Safety program- Ensure ISO guidelines are followed for assigned unit

Basic Qualifications- Minimum 5 years of experience in the plastic industry- Background in Toolmaking, Mold Making, Mechanical Engineering, Program Management, or Injection Molding personnel.- Technical experience in processing, building, or production mold.- Experience in Bluprient readings

Preferred qualifications:
- Processing experience- Toolmaker experience- Knowledge of molding construction.- Experience in maintenance and operations of Hot Runner- Experience in SAP- Knowledge in 3D tools

Who we are:
Mold-Masters is a global leader in the plastics industry. We design, manufacture, distribute, sell and service highly engineered and customized plastic processing equipment and systems. Our hot runners, temperature controllers, auxiliary injection and co-injection systems are utilized by customers of all sizes in every industry, from small local manufacturers to large worldwide OEM manufacturers of the most widely recognized brands. Over the course of our 50+ year history, we've built our reputation on delivering the best performance through our broad range of innovative technologies that optimize production to enhance molded part quality, increase productivity and lower part cost. Unlock your operations' full potential with Mold-Masters. Mold-Masters is a Operating Company of Hillenbrand.

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