Field Service Technician

Itape; Murfreesboro (TN); Hybrid; USD 39,000 - 52,000; Full time

Job summary

IPG/Better Packages is seeking a Field Service Technician to perform on-site maintenance, troubleshooting, and repairs at customer locations. The role emphasizes hands-on mechanical/electrical work, problem-solving, and strong communication with customers.

You will install, service, and upgrade equipment, coordinate preventive maintenance, and support senior technicians on complex projects while traveling as needed.

Qualifications

• High School diploma or equivalent required; Associate degree in a technical field preferred; equivalent field service experience considered.
• Working knowledge of electrical and electromechanical systems and fault diagnosis at customer sites.
• Basic mechanical skills to disassemble/assemble components safely.
• Experience in packaging automation systems preferred.
• Proficiency with Microsoft Office for documentation and reporting.
• Hands-on use of hand tools, power tools, and diagnostic equipment.
• Strong communication to explain tech issues to non-technical customers.
• Ability to read wiring schematics, manuals, and assembly drawings.
• Strong customer service, organization and problem-solving abilities.

Responsibilities

• Develop and maintain expert knowledge of IPG/Better Packages products and communicate value during site visits.
• Perform on-site installation, repair and preventive maintenance; diagnose issues using tools and docs.
• Establish and execute PM programs to ensure equipment reliability and minimize downtime.
• Assist with field testing, evaluation, and feedback for product improvements.
• Follow field service procedures: submitting RMAs, completing work orders, and documenting actions.
• Perform software upgrades on WAT units and other equipment as required.
• Support Senior Technicians on complex jobs and large installations.
• Perform additional field service duties including emergency repairs and customer training.

Skills

Mechanical aptitude

Electrical aptitude

Customer communication

Problem solving

Independent work

Travel readiness

Reading schematics

Tool proficiency

Documentation skills

Physical stamina

Education

High School diploma or equivalent

Associate degree in mechanical/electrical/electronics/automation

Tools

Multimeter

Diagnostic equipment

PC literacy (MS Office)

Hand and power tools

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.