Field Service Technician

Colonial Group; Georgia; Hybrid; USD 28,000 - 41,000; Full time

Job summary

IPG/Better Packages is seeking a Field Service Technician to perform on-site maintenance, troubleshooting, and repairs of packaging equipment at customer locations. You will ensure uptime and support production needs with hands-on mechanical and electrical skills.

You will install, service, and PM equipment, document work, and train customer maintenance teams. The role requires travel up to 30% and the ability to work independently while representing IPG/Better Packages in the field.

Qualifications

• High School diploma or equivalent; technical degree preferred.
• Experience with electrical/electromechanical systems at customer sites.
• Ability to diagnose faults and perform field repairs.
• Strong communication and customer service skills.
• Willingness to travel up to 30% and lift 60 lbs.

Responsibilities

• Perform on-site maintenance, troubleshooting, and repairs of IPG/Better Packages equipment.
• Install, diagnose, and PM equipment; train customer maintenance teams.
• Schedule and execute preventive maintenance to minimize downtime.
• Assist with field testing and feedback for new products.
• Follow field service procedures; complete work orders and reports.
• Perform software upgrades on WAT units and other equipment.
• Support senior technicians on complex field jobs.
• Carry out other field service duties including emergency repairs.

Skills

Electrical systems

Electromechanical systems

Mechanical skills

Packaging automation

PC documentation

Hand tools

Diagnostic equipment

Communication skills

Reading schematics

Customer service

Independent work

Decision making

Record keeping

Travel availability

Driver's license / passport

Flexibility schedule

Lifting ability

Physical endurance

Education

High School diploma or equivalent

Associate degree in technical field

Field service experience considered

Tools

Multimeters

Job description

Position Description

Title: Field Service Technician

Department: Field Service

Immediate Supervisor: Field Service Manager

Status: Non-Exempt Hourly

Position Purpose: As a Field Service Technician, you will perform on-site maintenance, troubleshooting, and repairs of IPG/Better Packages equipment at customer locations. You ensure equipment uptime, support customer production needs, and deliver a high level of technical service directly in the field. This role requires hands-on mechanical and electrical aptitude, strong customer communication, and the ability to work independently while representing IPG at customer sites.

Principle Accountabilities

• Develop and maintain expert knowledge of all IPG/Better Packages products, including system features, electrical and mechanical components, automation interfaces, and operational capabilities. Clearly communicate product value and service recommendations to customers during site visits.
• Perform on-site installation, repair, and preventive maintenance on customer-owned IPG/Better Packages equipment. Diagnose mechanical, electrical, and minor automation-related issues using testing tools and technical documentation. Provide on-the-job training to customer maintenance teams as needed.
• Establish, schedule, and execute Preventive Maintenance (PM) programs for assigned end-user accounts to ensure equipment reliability and minimize downtime.
• Assist with field testing, evaluation, and troubleshooting of new products, prototypes, and custom packaging equipment. Document issues, report unusual performance concerns, and provide feedback for product improvement.
• Follow established field service communication procedures, including issuing RMA requests, completing work orders, documenting service actions, submitting expense and trip reports, and maintaining accurate service records.
• Perform software upgrades on WAT units and other equipment when required, ensuring compatibility and proper configuration at the customer site.
• Support Senior Technicians during complex field service jobs, large-scale installations, or customer escalations as assigned.
• Perform other field-related service duties as assigned, including emergency repairs, customer training, projects, and equipment audits.

Essential Skills and Experience

• High School diploma or equivalent required; Associate degree in a technical field (mechanical, electrical, electronics, automation, etc.) preferred. Equivalent field service experience considered.
• Working knowledge of electrical and electromechanical systems, including the ability to diagnose faults at customer sites.
• Basic mechanical skills with the ability to disassemble, repair, and reassemble components safely.
• Experience in packaging automation systems is preferred.
• Experience using PC applications, including Microsoft Office Suite, for documentation and reporting.
• Proficiency using hand tools, power tools, and diagnostic equipment (e.g., multimeters).
• Strong communication skills with the ability to explain technical issues to non-technical individuals.
• Ability to read and interpret technical diagrams, wiring schematics, manuals, and assembly drawings.
• Strong customer service, organization, and problem-solving abilities.
• Demonstrated ability to work independently in the field with minimal supervision while managing daily schedules and customer needs.
• Capability to make real-time decisions, evaluate equipment conditions, and provide accurate technical assessments.
• Commitment to accurate record keeping of all service activity performed on IPG/Better Packages equipment.
• Ability to travel frequently, including overnight travel, by car or air, averaging30% of the work week.
• Must hold a valid driver’s license/Real ID with a good driving record and/or passport to aid travel.
• Flexibility to work extended hours, weekends, or holidays based on customer needs.
• Ability to lift up to 60 lbs., carry tools or parts up to 20 lbs., and maneuver equipment using carts weighing up to 60 lbs.
• Ability to bend, squat, walk, stand, and sit for prolonged periods while performing field service work.