Repair and Modernization Engineer

JOB DESCRIPTION

Position Title: Repair & Modernization Engineer FLSA Status: Exempt

If Home based, must travel to Richmond on occasion.

Department: Customer Care Revision Date: 06/2023

About AMF Bakery

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread and roll, Cake and Pie, Pizza and Flatbread, and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufacturers around the world.

Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.

If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.

Position Summary

If you are a passionate technical professional that enjoys working with customers to engineer new solutions, project manages those solutions through execution, and troubleshoot software, electrical and mechanical issues, we could have the perfect opportunity for you at AMF Bakery Systems!

AMF Bakery Systems is seeking a Repair & Modernization Engineer who will grow the Repair & Modernization business, support customers and teammates with technical questions and analyze customer data using our new SOS (Sustainable Oven Service). This individual will collaborate with their Customer Care teammates, engineering teammates and sales colleagues. In addition, this person will support customers who are experiencing technical issues with AMF's installed equipment with a primary focus on software issues. The ideal candidate for the role should have a strong customer-centric approach and be motivated to develop, build, and support customers with technical solutions. The Candidate must be able to work independently and have a passion to work collaboratively to develop and share knowledge throughout the company.

Job Duties Include:

• Partner with AMF R&M leaders and AMF Engineering to proactively develop and manage R&M Solutions for our customers. In addition, educate our customers on AMF Digital solutions and look for opportunities at our customer locations to implement them.
• This person will be the Customer Care lead support for released digital solutions including the SOS (Sustainable Oven Service) solution. SOS support includes but is not limited to working with Oven experts to analyze data, enhance data models and provide recommendations based on data trends to our customers.
• Act as the first line to answer all software-related technical support calls from our customers during normal business hours as well as outside of normal business hours. This includes working with 1st line support engineer(s) to manage ticketing queues, ensuring all tickets are progressed and updated at regular intervals.
• Provide exceptional customer service including, but not limited to, proactive and responsive phone calls, troubleshooting, and researching requests for both internal and external customers.
• Consistent and timely follow-up with customers and internal teammates.
• Support training program development and implementation; Produce documentation and develop knowledge base articles as appropriate to document customer software solutions for future use.
• Support a culture of safety and maintain zero accident environment and ensure a safe and suitable work environment for self, teammates, and customers.
• Travel to AMF and customer sites as needed to support R&M and Digital implementation.

Requirements:

• Electrotechnical expertise and troubleshooting skills relating to manufacturing machines:
• Software: PLC programming (ladder/structured text), HMI programming, software debug/troubleshooting skills for both Rockwell and Siemens platforms
• Hardware: experience with Rockwell and/or Siemens PLC, HMI, and control components. Ability to apply hardware to machine designs. Knowledge of UL508A, NFPA 79, and CE a plus
• Experience managing projects.
• Experience selling or developing R&M solutions a plus.
• 3 years of minimum experience in software development and/or internal or external customer technical support solving programming issues.
• Displays exceptional customer service, problem-solving, attention to detail, and workload prioritization and organization.
• Ability to pivot quickly and work well under pressure.
• Skilled in problem-solving techniques.

Qualifications:

• Software Engineering or Electrical Engineering degree considered a plus.
• Strong verbal and written communication skills
• Basic computer and software skills such as Internet, email, Microsoft Office products.
• Knowledge of industrial networks (EtherNet/IP, Profibus, ProfiNet etc.)
• Working knowledge of VMware considered a plus.