• Serve as the primary point of contact for all incoming customer requests during second shift, triaging calls appropriately-routing parts inquiries to the parts department, escalating issues to the next shift when necessary, or providing direct technical support as the situation requires. • Communicate with customers from a technical perspective to understand and resolve equipment issues. • Respond with urgency to resolve unplanned customer issues, including providing breakdown support for component replacements (loading HMIs, drives, PLCs) as necessary. • Provide support for 'on the go' programming changes with minimal supervision VPN into customer machines remotely to troubleshoot PLCs, drives and devices during second shift hours. • Document customer issues and resolutions in the asset management system to develop equipment history files for future troubleshooting and support. • Utilize ERP system to find parts and arrange shipment to customer outside normal business hours. • Utilize technical skills and expertise in controls and processes to support the team and customers. • Review customer data routinely and react to alarms, investigate customer downtime, develop insights and provide actions for customers for improved productivity and efficiency. • Identify continuous improvement opportunities to increase overall effectiveness and support proactive and measurable process improvement results to ensure consistency and standardization of best practices and tools. • Proactively communicate with product line engineering team by recommending machine changes and bringing forward the voice of the customer. • Engage in the evaluation, implementation, and testing of new technology. • Create and sustain an environment of safety. • Perform other duties as assigned.