Field Service Technician - Level 2-3
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Description
Field Service Technicians are the onsite face of Group O and play a vital role in ensuring the optimal performance of packaging equipment and integrated systems at our customers’ facilities. You will work on a diverse range of machinery, while delivering exceptional customer service. You’ll be responsible for training machine operators and maintenance personnel, and assisting packaging sales representatives with materials tests.
This position requires a blend of technical expertise, critical thinking and communication skills, and the ability to work independently in various settings. The ideal candidate is a technically proficient professional with experience diagnosing and repairing hardware, software, electro/mechanical and pneumatic systems.
Essential Functions:
- Perform installations, routine maintenance, and emergency repairs at client locations
- Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes.
- Determine necessary parts, repairs and maintenance to resolve machine problems.
- Collaborate with the Service Coordinator to provide timely parts quotations and service estimates.
- Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment.
- Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources.
- Submit accurate service reports and track use of stock parts correctly.
- Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities.
- Complete OEM training as required.
- Follow all OSHA standards, machine safety documentation, client and company safety protocols.
Position type:
- Full time
Expected hours of work:
- Flexible hours as needed; frequent overtime and occasional weekend work.
Travel:
- Up to 50% travel; open to relocation
Education/Certifications:
- High School Diploma or Technical Degree
- Valid driver’s license and a clean driving record
- Valid passport or ability to obtain a passport
Experience:
- Level 1: up to 2 years’ experience as a Field Service Technician or similar role.
- Level 2: up to 10 years’ experience as a Field Service Technician or similar role.
- Level 3: >10 years’ experience as a Field Service Technician in the packaging equipment industry.
Skills and Qualifications:
- Strong knowledge of common machine hardware and software, electro/mechanical and pneumatic systems.
- Ability to read and interpret technical manuals, CAD drawings, parts explosions, electrical prints, wiring diagrams and control logic.
- Proficient with Microsoft Office Suite, including Word, Excel, SharePoint and Outlook.
- Excellent critical thinking and problem solving skills.
- Strong interpersonal skills to build trust, manage client expectations and frustrations, and diffuse conflict.
- Translate complex technical issues into plain English, listen actively to de-escalate stressful situations, and adapt to handle unexpected, on-site challenges.
- Comfort with non-routine environments, evolving technology, and dynamically changing scenarios.
- Basic consultative skills to educate and advise customers on solutions and options.
- Ability to work independently, manage time effectively, and prioritize tasks based on level of urgency.
Physical Requirements:
- Ability to sit, stand or bend for an extended period and lift up to 50 pounds.
Training Opportunities:
- Forklift & other MHE certification
- Factory certifications from leading packaging industry OEMs
- Tuition reimbursement from the PMMI Foundation for job-related training
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) Plan with Company Match
- Generous Paid Time Off
- 10.5 Paid Holidays
- Career Development Opportunities
Skills
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