The Field Service Technician reports directly to the Area Field Service Supervisor and provides technical support, installation, troubleshooting, and emergency and maintenance services for complex manufacturing equipment at our customer locations. This position will also be responsible for training customers on the proper use of our equipment and requires a solid foundation in technical skills and a commitment to delivering excellent customer service.
Essential Duties:
Installation & Commissioning:
- Assist in the installation and setup of manufacturing equipment at customer sites.
- Ensure that equipment is installed according to specifications and is functioning properly before leaving the site.
Maintenance & Repair:
- Perform routine preventive maintenance on manufacturing equipment to prevent breakdowns.
- Diagnose and repair equipment issues, working independently or with a team as needed.
- Replace defective parts, perform calibrations, and make adjustments to ensure equipment operates efficiently.
Technical Support:
- Provide on-site technical support to customers, addressing and resolving technical issues.
- Escalate complex issues to higher-level technicians or engineers when necessary.
Documentation:
- Maintain accurate records of all service visits, including work performed, parts used, and time spent on-site.
- Document any recurring issues and report them to the Field Service Manager for further analysis.
Customer Interaction:
- Communicate effectively with customers to understand their needs and provide clear explanations of the work being performed.
- Ensure customer satisfaction by delivering prompt and professional service.
Safety Compliance:
- Follow all safety protocols and procedures while working on-site to ensure a safe working environment for yourself and others.
- Conduct safety checks on equipment before and after service visits.
Training & Documentation:
- Train customer personnel on the operation, maintenance, and safety protocols of equipment.
- Develop and maintain detailed service reports, documentation, and records of all work performed.
Continuous Improvement:
- Identify opportunities for equipment and process improvements and work with engineering teams to implement solutions.
- Stay current with industry trends, technologies, and best practices to provide innovative support.
Customer Relations:
- Build and maintain strong relationships with customers, ensuring a high level of customer satisfaction.
- Act as a liaison between the customer and internal teams to ensure effective communication and service delivery.
Qualifications and Skills:
- Minimum of 3 - 5 years of experience in Field Service, with a focus on manufacturing equipment.
- Proven track record in installing, troubleshooting, and maintaining complex manufacturing systems.
- Strong mechanical and electrical aptitude with the ability to troubleshoot and repair complex equipment.
- Basic understanding of PLC’s, hydraulics, pneumatics, and other manufacturing systems.
- Experience with A/C and Servo motors, pneumatics, and PLC-based controls.
- Proficient in reading and interpreting technical manuals, schematics, and diagrams.
- Excellent problem-solving and analytical skills.
- Ability to work independently and manage multiple tasks simultaneously.
- Strong communication and interpersonal skills, with a customer-focused approach.
- Skilled with MS Office Suite.
Preferred Qualifications and Skills:
- Industrial Food Processing experience.
- Familiarity with Allen-Bradley controls, HMIs, robotics, and other automation systems.
- Associate degree or higher in Engineering, Electronics or related technical field.
- Understanding of and experience with ERP/MRP systems.
Physical Requirements:
- Ability to lift and carry up to 50 pounds.
- Willingness to travel extensively, including overnight and weekend travel as required.
- Ability to work in various industrial environments, including standing, bending, crouching, and climbing as necessary.
Travel
- Position requires up to 80% travel.
