Packaging Equipment Service Technician

Mission of the Role (What you will be doing)

The Packaging Equipment Service Technician reports to the Equipment Specialist, NCR Region, and supports SupplyOne’s packaging programs and services by providing fast, best-in-class packaging equipment service and machinery repair to enhance our customers’ productivity and reduce their downtime.

The Packaging Equipment Service Technician travels to our customer’s businesses to perform routine and preventative maintenance and repair, installs and tests new equipment, and trains customers on proper usage and maintenance of packaging equipment and machinery.

As an important member of the Packaging Automation team, the Packaging Equipment Service Technician maintains excellent technical and mechanical skills, and models a customer-first mindset to building lasting customer relationships, and support SupplyOne’s growth objectives.

Key Duties & Accountabilities (Primary responsibilities)

• Answer service inquiries and assist customers
• Install and test packaging equipment and machinery
• Provide customer training and instruction on the proper usage of equipment
• Use diagnostic tools to identify issues and evaluate available information
• Trouble-shoot, repair or replace defective or broken or worn-out products and parts
• Coordinate information between the customer and SupplyOne to correct equipment difficulties in the field
• Promote SupplyOne capabilities and services

Essential Functions (Essential/secondary functions that support primary responsibilities)

• Trouble-shoot and provide in-house repair and technical phone support
• Prepare proposals and miscellaneous correspondence
• Maintain thorough customer records
• Attend training by local Technicians, or at the equipment manufacturers locations to maintain and enhance technical and mechanical skills
• Collect information and equipment data during customer calls to prepare the sales team for customer interactions
• Prepare for customer calls with a professional appearance, necessary tools and relevant customer information
• Travels within a 300 mile radius of location to customer locations

Organizational Core Values (Behaviors and values that are essential to be successful in our environment)

• Customer service begins inside - We serve our colleagues with excellence so we can serve our customers with excellence.
• Get it right the first time - We are reliable, thorough, practice active listening and pay attention to detail to ensure the best results.
• Philosophy of velocity - Our responsiveness and speed to market give us the competitive edge.
• Personalized Service - We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day.
• Act like an owner - We are empowered to protect, cultivate and grow our business responsibly.
• We can’t stop learning - We know our stuff, embrace change and relish feedback.

Educational/Training Requirements/Experience (What your background should look like)

• Associate's degree or technical certification in the industry. High School diploma/GED
• Technical schooling in electricity, electronics, or equipment maintenance of at least 5-7 years is preferred.
• Experience working with packaging equipment is preferred.
• Prior experience troubleshooting mechanical and electrical problems in industrial equipment is required.
• Minimum of five to eight years’ experience in field service or equipment maintenance in a related industry.
• Allen Bradley PLCs logic development and troubleshooting a plus.

Minimum Skills, Knowledge & Ability Requirements

• Proficient in reading mechanical blueprints and electrical schematics.
• Self-starter and comfortable working with people in trouble-shooting and problem-solving.
• Able to diagnose and solve problems based on customers' non-technical descriptions.
• Proficiency in basic computer skills is required.
• Use of tablet and PC-based “Field Service Tool” for signature collection and parts and service call transmission.
• Excellent communication and customer service skills.
• Must be team-oriented and possess a strong commitment to quality.
• Demonstrated initiative in professional development.
• Physical fitness to lift heavy equipment, work in confined spaces, and bend frequently.

The final base pay offered to the successful candidate will be determined by factors such as work location, job-related skills, qualifications, experience, responsibilities, and relevant education and training. In addition to our compensation, we offer a comprehensive benefits package including the following:

• Bonus based on company performance
• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off (including vacation, company holidays, and parental leave)
• Employee Assistance Program (EAP)
• Other benefits such as life insurance, disability coverage, and wellness programs