Field Service Technician I

About Us:

Viking Masek Packaging Technologies provides innovative packaging automation for food, beverage, health, medical, and consumer goods manufacturers globally. We offer advanced solutions like vertical form fill seal (VFFS), premade pouch, stick pack machines, flow wrapping equipment, case packers, and cartoners. At Viking Masek we focus on innovation and integration, delivering complete packaging automation solutions to optimize production lines worldwide.

Job Description:

As a Field Service Technician I, you will provide foundational service and support for Viking Masek’s packaging machinery, such as VFFS machines, multi-lane stick pack machines, and rotary fillers. This entry-level role focuses on building technical skills, supporting senior technicians on complex tasks, and delivering excellent customer service. In addition to on-site responsibilities, you will participate in a rotating on-call remote support model to assist customers with troubleshooting and minor technical issues outside of regular business hours.

Key Role Areas (KRA):

1. Customer Service and Support

2. Technical Expertise and Maintenance

3. Collaboration and Communication

4. Reporting and Documentation

5. Continuous Improvement and Compliance

Job Duties & Responsibilities:

KRA # 1 – Customer Service and Support

• Provide exceptional service and training to both existing and prospective customers
• Manage customer service-related issues, product service alerts, troubleshooting, and warranty matters.
• Cultivate positive relationships with customers
• Understand customer requirements and make appropriate recommendations/briefings

KRA # 2 – Technical Expertise and Maintenance

• Establish and maintain industry and company technical knowledge
• Manage all on-site installations, repairs, maintenance, and test tasks.
• Troubleshoot electrical wiring and read electrical schematics
• Maintain technical and operational documentation

KRA # 3 – Collaboration and Documentation

• Collaborate with Project Managers and cross-functional teams
• Communicate effectively with production and service teams
• Cooperate with the technical team and share information across the organization
• Collaborate with internal departments as needed

KRA # 4 – Reporting and Documentation

• Utilize ERP tools to generate service reports, maintain call logs and contribute to customer experience reporting
• Produce timely and detailed service reports
• Document service and installation actions through forms, reports, logs and records

KRA # 5 – Continuous Improvement and Compliance

• Study and standardize procedures to enhance the efficiency of the technical service team
• Adhere to all company’s field procedures and protocols
• Commitment to continuous improvement and industry training upkeep

Qualifications:

• Valid Driver’s License required with no major violations within the last 3 years.
• High School Diploma or equivalent required; Technical Diploma preferred; bachelor’s degree a plus.
• 2 years of relevant experience.
• General computer skills (Outlook, Word, Excel).
• Familiarity with ERP systems.
• Ability to read electrical schematics.
• Ability to troubleshoot electrical wiring.
• Mechanical proficiencies.
• Strong organizational and teamwork skills.
• Strong customer service skills.

Career Path & Growth Opportunities:

• Level 1 Technician: Focus on foundational technical skills, customer service, and learning the basics of remote troubleshooting.
• Level 2 Technician: Gain independence in handling installations, troubleshooting, and participating in advanced on-call support.
• Level 3 Technician: Achieve mastery in equipment servicing, lead complex projects, and provide mentorship and high-level remote support during critical cases.

Core Values:

Simple in Motion

• SERVICE: Serving our customers, colleagues, and community
• INNOVATION: Solving your unique packaging challenges
• MOTIVATION: Motivated by our story to build your story
• PARTNERSHIP: Listening with curiosity and empathy to build strong relationships
• LEADERSHIP: Confidently transforming your goals into realities
• EXCELLENCE: Committed to delivering our best

We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home.

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