Industrial Technical Support Specialist

About the role

Pattyn North America is seeking a Technical Support Specialist to join our Service Department. This role reports to the technical support manager and is responsible for providing technical support to our customers across North America. The position involves working with a team of support engineers worldwide to handle our internal technical helpdesk, supporting customers and technicians in the field, and acting as a bridge between departments.

Responsibilities

• Talk with customers via phone, text, email, or video calls.
• Read and interpret electrical schematics and PLC code to assist in troubleshooting.
• Log, categorize, and prioritize cases and service requests using our CRM platform.
• Function as a bridge builder between project management, technician planning, spare parts, engineering, and R&D.
• Escalate problems to the technical support manager, service department managers, or respective factories in Belgium or France.
• Request help from colleagues or others with more experience when needed.

Qualifications

• 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); 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.