Job Description
Pattyn 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.
This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit.
POSITION SUMMARY:
As a Support Technician 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 share mechanical, electrical, pneumatic, and software knowledge from a distance to the customer.
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.
- With your support team counterpart, you will be responsible for covering the support desk 7 days/week from the hours of 8AM to 7PM. (weekend work is eligible for overtime)
- When planning vacation, it is required to coordinate with the team.
- On the days where there is overlap, the scheduler will attempt to have the Technical Support Specialist support local customers by providing maintenance and troubleshooting assistance.
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.
POSITION 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 assistance, training, course registration and exam fees (up to $5,250 per calendar year per eligibility requirements).
• Company discount program for you and your family (e.g., concerts, sporting events, health and wellness, travel, gifts and more!).
• Employee Assistance Program (EAP) that assists with guidance on childcare, financial planning, pet care and more.
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results.
• Customer-centric: We have long-standing valued customers and differentiate ourselves by providing them with exceptional services.
• Culture: We are driven by our number one asset, our employees, and their successes!
Pattyn North America maintains a drug free workplace and is an equal employment opportunity (EEO) employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. The "EEO is the Law" poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation due to a disability for any part of the employment process should contact the Pattyn North America Human Resources Department to request accommodation. In addition to federal law requirements, Pattyn North America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. Candidates must satisfactorily pass a background check, post offer drug screen, and physical prior to employment. Pattyn North America participates in E-Verify.