Lead Field Service Technician

Smurfit Westrock plc; City of Utica (NY); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Lead Field Service Technician to provide exceptional technical support for packaging machinery. This role involves installations, maintenance, and troubleshooting, ensuring top-notch service to clients. You will lead and train a team of technicians, sharing your expertise and enhancing customer satisfaction. With opportunities for travel and a focus on safety, this position is perfect for a self-motivated individual with strong mechanical skills and a passion for customer relations. Join a dynamic team where your contributions will make a significant impact on operational excellence.

Qualifications

• Previous field service work is required.
• Ability to follow and comprehend basic programming structures.
• Strong mechanical abilities and PC skills.

Responsibilities

• Installation and servicing of packaging machinery.
• Troubleshooting mechanical and electrical issues.
• Training of less experienced technicians.

Skills

Root cause evaluation

Customer relations

Mechanical abilities

Communication skills

Team player

Technical troubleshooting

Safety compliance

Education

Technical degree (engineering preferred)

Tools

MS Word

Excel

PowerPoint

Google apps

Job description

Join to apply for the Lead Field Service Technician role at WestRock Company

The opportunity:

The Field Service Technician position provides technical assistance to customers in the installation and maintenance of Smurfit Westrock 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 Smurfit Westrock Service Management, Engineering and Sales. Assists and potentially leads in the development and training of lesser experienced Smurfit Westrock service technicians.

How you will impact Smurfit Westrock:

1. Provides on-site customer services including installations, preventative maintenance, audits, and troubleshooting.
2. Provides accurate and timely service, audit, installation, and expense reports.
3. Provides input/feedback for continuous improvements and changes.
4. Provides installation and commissioning support for new machines in customer’s facilities.

General Functions, Skills, and Responsibilities

1. Installation and servicing of Smurfit Westrock Packaging Machinery
2. Lead others in the installation and servicing of Smurfit Westrock Packaging Machinery
3. Support of equipment both mechanically and electrically
4. Troubleshooting of equipment both mechanically and electrically
5. Trouble resolution of both mechanical and electrical issues across multiple machinery platforms
6. Sell services and parts based on audits
7. Training of lesser experienced technicians in auditing of machinery
8. Support machinery production in Atlanta as needed
9. Possibility of supporting machinery production in Chateauroux, France as needed
10. Schedules are often dictated by customer requirements
11. Report to regional service manager daily
12. Conduct an exit interview with customer prior to leaving the job
13. Communicates directly with appropriate persons for issue resolution, i.e. account manager, customer, regional service manager, engineering, etc.
14. Complete expense reports at the conclusion of each job
15. Follow Smurfit Westrock and customer work/safety rules while in customers facility
16. Maintain working relationship with fellow employees and customers
17. Training of operators and mechanics in safe operation, changeovers, and PM procedures.
18. Training of Smurfit Westrock technicians in safe operation, changeovers, and PM procedures.
19. Complete FAT/PDI (acceptance testing) of machines as needed
20. Organize, lead, and operational completion of significant machinery events, i.e. overhaul or Slipstream E1
21. In depth knowledge of detailed functions and setup of multiple machinery platforms
22. Attend technical training that includes systems and instruments, as well as application, process control, communication, and safety.
23. Support Sales as required and directed by Regional Service Manager to secure orders and service agreements.
24. Handles overall technical responsibilities for one or more projects, including project specification, functionality, testing, and commissioning.
25. Perform system testing, factory acceptance testing (FAT) and develop test documents.
26. Document preparation and obtain customer's approval per document specification and schedule.
27. Coordinate with factory for product related issues and resolve.

What you need to succeed:

1. Technical degree is a plus (especially engineering), but not required
2. Skillset for evaluating root cause and addressing technical issues with long term solutions in mind
3. Previous field service work is required
4. Good personality for customer relations
5. Good written and verbal communication skills
6. Self-motivated
7. Strong mechanical abilities
8. PC skills, i.e. MS Word, Excel, PowerPoint, search and navigation the internet, Google apps
9. Ability to follow and comprehend basic programming structures, i.e. ladder logic
10. Occasional world-wide travel with nonstandard workweeks hours including weekends, holidays and night shifts
11. Passport is required
12. Ability to travel to within the USA and to Mexico, Canada, and Europe is expected
13. Ability to learn new technologies.
14. Be a team player.
15. Willing to follow strict safety guidelines.
16. Understanding of and ability to follow electrical and mechanical drawings/schematics

Physical Requirement

1. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
2. While performing the duties of this job, the employee is regularly required to lift 50lbs, some heavy lifting and considerable moving of equipment required.
3. Stand on your feet for 10+ hours
4. Sit, stoop, kneel, or crouch
5. Ladders or heights when needed
6. Work off shifts (2nd shift, 3rd shift)
7. Work unsupervised
8. Sit on airplanes for extended periods of time (10 + hours)
9. Be able to work 12-hour shifts.
10. Stand; walk, use hands to finger, handle or feel, reach with hands and arms, talk, and hear.
11. Use standard business equipment, such as computers, calculators, copying and fax machines.
12. Work around electricity and in small spaces.

Performance Measurements

1. Accomplishing Smurfit Westrock and service objectives
2. Expense management
3. Effectiveness with computer skills
4. Quality of work
5. Customer satisfaction
6. Working with colleagues and customers
7. Timeliness and accuracy of service paperwork, i.e. audits, service reports, expense reports
8. Effective direction of others while at a customer location or on a project

Training Requirements

Safety training includes:

1. General Safety, Hazard Communication, Hazard Recognition, reporting, and resolution; personal protective equipment; Lock-out Tag-out; Pallet Jack and Forklift Safety; Hearing Conservation, Emergency Action Plan, Disaster Recovery, Plant Safety Rules, Safe Lifting, Hot Work, Respirator Safety, Confined Space, Electrical Safety, other programs as required.

Job related training includes:

1. Maintenance standard operating procedures, quality procedures, customer specifications.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to:

1. Moving equipment.
2. Heat, and fumes.
3. The noise level in the work environment is moderate to loud.

Personal Protective Equipment Used on the Job

Safety Glasses, hearing protection, gloves, welding and/or other personal protective equipment and required while performing certain tasks or visiting certain areas.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering and Information Technology

Industries

Veterinary Services