Field Service Technician

We are seeking a highly skilled and motivated Field Service Technician to join our team. This role is responsible for the expert testing, diagnosis, maintenance, and repair of industrial packaging machinery across various customer sites. The ideal candidate possesses a strong blend of electrical and mechanical knowledge, extensive experience with secondary packaging equipment, and foundational PLC programming capabilities.

Key Responsibilities

1. Technical Service & Repair

• Diagnose and Troubleshoot complex issues on industrial packaging equipment, including mechanical, electrical, and pneumatic systems.
• Perform comprehensive installation, maintenance, and repair work, often leading and managing installation crews on site.
• Utilize technical documentation by accurately reading and interpreting electrical/mechanical schematics, blueprints, and technical manuals to prepare for and execute service calls.
• Apply PLC knowledge to establish communications, diagnose issues, and perform essential program modifications.
• Conduct film audits and identify/resolve various film-related operational issues.

2. Customer Relationship Management

• Provide exceptional, face-to-face customer service by maintaining open, informative communication regarding diagnosis, repair status, and expected completion times.
• Build and sustain professional customer relationships through solution-oriented support, encompassing both on-site service and remote phone assistance.
• Actively identify and participate in sales opportunities (e.g., maintenance plans, retrofits, spare parts kits, equipment replacement), collaborating with the sales team to follow through on leads.

3. Documentation & Compliance

• Complete and submit required documentation promptly, including detailed service reports, service/parts quotes, expense reports, and technical stock inventory updates to the Service Manager.
• Properly label, document, and return all defective parts resulting from repair activities.
• Adhere strictly to all company and client safety policies, practices, and procedures at all times.

4. Teamwork & Leadership

• Work collaboratively as a core member of the local and national service teams to ensure efficient service delivery to all accounts.
• Supervise and actively train junior maintenance staff, passing on technical knowledge and best practices.

Qualifications & Requirements

Education & Experience

• Associate's degree or higher from a vocational school or college in a Mechanical or Electrical field, OR a minimum of 5 years of relevant and recent experience specifically with Secondary Packaging Equipment.
• Proven experience in the repair of packaging field products is required, with a firm understanding of Case Erectors, Stretch, and Shrink film equipment.

Technical Skills

• PLC Experience: Basic skills required—ability to write simple logic, interface with equipment, and make minor program changes. Completion of formal PLC training is highly preferred.
• Proficiency in reading and interpreting electrical and mechanical schematics.
• Proficiency in Microsoft Excel, Outlook, SharePoint, and Salesforce CRM.

General Requirements

• Physical Demands: Must be able to regularly lift and carry up to 50 lbs, frequently kneel, stand, and bend, as well as lift and carry a toolbox weighing up to 50 lbs.
• Must supply and maintain personal tools and test equipment, ensuring proper calibration, security, and safety of all tools and car stock parts.
• Self-Motivation & Leadership: Must be a self-motivated individual with the ability to lead a team and work/think independently with minimal supervision.
• Must possess strong written and oral communication skills for technical reporting and customer interaction.
• Must maintain a valid driver's license, registration, insurance, and a clean driving record.
• Ability to successfully pass job-related pre-employment screenings (e.g., criminal background check and drug test).
• Must be proficient in operating a forklift.