The Service Technician provides technical assistance to customers in the installation and maintenance of company packaging machinery. This assistance includes machine audits, planned maintenance and other customer requested technical services, including troubleshooting and resolution. Provides independent support to the customer. Is capable of information gathering and is able to bring the knowledge from the field back to Service Management, Engineering and Sales. Assists and potentially leads in the development and training of lesser experienced service technicians.
Day to Day duties:
Provide on-site customer services including installations, preventative maintenance, audits, and troubleshooting.
Accurate and timely service, audit, installation and expense reports.
Provide input/feedback for continuous improvements and changes.
Installation and commissioning support for new machines in customer’s facilities and servicing Packaging Machinery
Lead others in the installation and servicing of Packaging Machinery
Support of equipment both mechanically and electrically
Troubleshooting of equipment both mechanically and electrically
Troubleshoot resolution of both mechanical and electrical issues across multiple machinery platforms
Sell services and parts based on audits
Training of junior experienced technicians in auditing of machinery
Support machinery production in Atlanta as needed
Possibility of supporting machinery production in Chateauroux, France as needed
Schedules are often dictated by customer requirements
Report to regional service manager daily
Conduct an exit interview with customer prior to leaving the job
Communicates directly with appropriate persons for issue resolution, i.e., account manager, customer, regional service manager, engineering, etc
Complete expense reports at the conclusion of each job
Follow internal company and customer work/safety rules while in customers facility
Maintain working relationship with fellow employees and customers
Training of operators and mechanics in safe operation, changeovers, and PM procedures.
Training of technicians in safe operation, changeovers, and PM procedures.
Complete FAT/PDI (acceptance testing) of machines as needed
Organize, lead, and operational completion of significant machinery events, i.e. overhaul or Slipstream E1
In depth knowledge of detailed functions and setup of multiple machinery platforms
High School Diploma or GED – Required
Technical degree – Preferred
Previous field service work experience – Required
90% travel with nonstandard workweeks hours including weekends, holidays and night shifts
Passport is required
Ability to travel to within the USA and to Mexico, Canada, and Europe.
Good personality for customer relations