E-mail: Fax: 866-896-2783 Posted: 03/27/15

Productivity Specialist
The Productivity Specialist is a technical specialist and sales role. As our Productivity Specialist you will be responsible for developing relationships with end users, identifying opportunities where SupportPro can improve their production line performance, articulate our add value solutions and managing the sales cycle to a mutually successful conclusion. SupportPro’s Productivity Improvement value added services include training programs, audits, preventative maintenance programs, remote support and center lining. Primary responsibilities include:

  • Pro-actively leverages SupportPro install base, company sales network and customer touch points to discover end user needs and promote company services to meet those needs.
  • Maximize customer solution opportunities by developing credibility and strong relationships with customers.
  • Drive after-market revenues for the AMPD department, with a focus on selling audits, training, PM agreements, remote support and center lining solutions.
  • Works to and meets all performance activity metrics and revenue plans.
  • Leverages customer interactions to search and assists in finding opportunities for the rest of the SupportPro departments to better assist customers.
  • Actively cold calls, warm calls and emails customers directly in order to discover needs and promote SupportPro services.
  • Provides solution quotes to customer, pro-active follow-ups up and manages project to completion.
  • To ensure that productivity improvement solutions sold to the customer are executed in a timely manner and to a high quality by supporting the field service team as needed.
  • Focus on excellence in all aspects of daily duties to support customer satisfaction.
  • Development of a technical and commercial expertise on SupportPro’s product range.
  • Assist in the development and execution of marketing and promotional plans to ensure revenue growth and continuously improved competitive position.
  • Work with Sales to present After Market Services’ capabilities during all customer visits to HQ.
  • Lead the development and content of our Customer Technical Training Program: syllabi, course documentation, labs, and certification criteria for each model of equipment.
  • Lead the creation of customized customer equipment inspection, audit, and PM forms for each model of supported equipment.
  • Meet and communicate with our OEM strategic partners as needed.
  • Follow, support and contribute pro-actively to the ongoing improvement of our company policies, procedures and processes.
  • Ensure all customer interaction is logged in the company CRM.


  • Position is based in Schiller Park IL and requires about 50% travel across North America, possibly including some weekends
  • Minimum; AAS in EE/EET, a related field or a commensurate military education.
  • 5 years of experience in engineering design or technical service or military commensurate experience.
  • A plus; Experience in the packaging industry and knowledge of end customers.
  • A plus; Exposure to a broad range of automated packaging line equipment.
  • A plus; Demonstration of a commercial background and acumen.
  • Extensive mechanical/electrical troubleshooting and Allen Bradley PLC programming experience.
  • Strong written and oral communication skills; coupled with excellent people management skills.
  • Solid knowledge and experience with personal computer software (Word, Excel, Outlook, Powerpoint etc)
  • Solid knowledge of mechanical, electrical, and pneumatic components and their interaction.
  • Ability to interview and listen to customers, assess their technical and commercial needs and delivery a solution in a credible and convincing manner.

Field Service Technician – Los Angeles, Philadelphia, Dallas
As our Field Service Technician you will be responsible for installing, servicing, repairing, and maintenance of ARPAC machines and systems as well as promoting After Market Sales. Specific responsibilities include:

  • Troubleshoot, identify root causes, and solve operational issues associated with ARPAC machinery at customer locations.
  • Train appropriate personnel in the field and in-house on proper setup, operation, maintenance and repair of ARPAC equipment.
  • Perform extensive mechanical and electrical modifications including PLC program modifications and servo drive reconfigurations.
  • Submit reports on machine and system installations, warranty repairs, overall performance levels, problems, and product improvement or enhancement opportunities to ARPAC personnel. Submit clear and measurable statements on machine performance, and clear punch lists of open issues.
  • Develop opportunities to promote After Market Sales and generate additional revenue for ARPAC through sales of After Market parts, services, and retrofits.
  • Prospect for future business relationships
  • Set up appointments with customers when not on prior scheduled assignments
  • Submit accurate and timely expense and time reports.
  • Communicate daily with Technical Service office to ensure that the Technical Resource Planner is aware of delays, expected completion of job, and other problems or issues that arise. Escalate issues or concerns to Technical Service Manager as necessary.
  • Travel extensively in the Eastern Region.
  • Periodically perform technical support, final assurance, and/or other assigned duties at ARPAC’s facility.
  • Build strong customer relationships to help achieve the highest levels of customer satisfaction.
  • Familiarize oneself with all Arpac machinery and new technology.
  • Interface with Customer Service/Parts, Sales, Marketing, Final Assurance, Engineering, Production and Materials Management in a professional and productive manner.
  • At all times represent ARPAC with highest levels of professionalism and integrity while interfacing with customers, distributors, and suppliers.
  • Be available every other weekend, or the next weekend if the prior weekend was not worked. Occasionally on large projects, 2 weekends in a row may be required.


  • Minimum of high school diploma and ten years experience repairing and troubleshooting packaging equipment. Experience must include extensive Allen-Bradley PLC, servo, and HMI programming.
  • AAS or BS in Mechtronics, EE, EET, EECS or Industrial Electronics is highly desired. Extensive Allen-Bradley PLC training required.
  • Solid knowledge of packaging equipment including competitor equipment.
  • Travel experience required.
  • Solid knowledge of mechanical, electrical, and pneumatic components and their interaction.
  • Strong communication skills, both written and oral.
  • Allen-Bradley Compact Logix programming capabilities are highly desired.
  • Allen Bradley PanelView HMI programming capabilities are a strong advantage.
  • Familiarity with servo systems, particularly Allen-Bradley, is a strong advantage.