Heat Transfer Product Support Specialist

Description

Conair, as part of PiovanGroup, is the leading producer of auxiliary equipment for plastics processing in the world. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment, and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield. After equipment installation, Conair provides industry leading aftersales support via their Parts, Service, and Industry 4.0 offerings to ensure our customers Make Every Pellet Count!

Role: Heat Transfer Product Support Specialist

Location: Franklin, PA 

Job Overview

The Heat Transfer Product Service Specialist (PSS) assumes responsibility for service issues related to their respective product line, with a specific focus on heat transfer equipment and systems. The PSS provides technical support to Conair customers and Field Support, ensuring customer satisfaction through effective troubleshooting and resolution of issues across both current and legacy products. This role requires a deep understanding of heat transfer principles, diagnosing thermal performance concerns, and addressing technical challenges related to cooling, heating, and temperature control systems. To diagnose and resolve issues, the PSS collaborate with Field Support technicians, Parts and Customer Response Team members, Engineering, Quality, Sales, Product Managers, and Operations. This position reports to the Service Manager and may be based out of Franklin, PA.

Key Responsibilities 

• Able to provide expert level technical product support to customers, service technicians, and others on equipment in your product line;
• Research and resolve problems and complaints reported from the field during startups, assessments and repairs;
• Communicate problem details for root cause analysis;
• Evaluate equipment and system design; edit instruction manuals, work orders, checklists and knowledge articles;
• Create documents, articles and reports to assist department personnel with quickly resolving basic to mid-level issues;
• Be able to provide backup Specialist support on at least one other product line;
• Create training materials for internal and external training; provide training on your product line as necessary;
• Provide after-hours technical support as part of an on call rotation;
• Travel to customer sites occasionally to perform basic and intermediate service and troubleshooting tasks;
• Enter warranty parts orders and RGAs in SAP for equipment in your product segment.

Requirements

• Bachelor’s degree in Mechanical or Electrical Engineering Technology (or related field) and/or three (3 ) years of experience working with Conair equipment;
• Proven experience in troubleshooting and repair of industrial equipment;
• Operation and application knowledge of Conair equipment is preferred, but not required;
• HVAC experience is a plus;
• General mechanical, electrical and control application knowledge;
• Working knowledge of Microsoft Outlook, Salesforce (Salesforce preferred), ERP (SAP preferred) and other software packages;
• Maintains a service-focused attitude, appearance, conversation, and quality of work;
• Has a positive attitude and fosters a continuous improvement environment;
• Solid verbal and written communication skills;
• Solid interpersonal skills, providing high-quality customer service.

PiovanGroup offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, and employee referral bonus program.
 

PiovanGroup is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.