Lead Field Service Technician

Smurfit Westrock plc; Georgia (VT); 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 on-site installations, troubleshooting, and maintenance of equipment, ensuring high customer satisfaction. The ideal candidate will possess strong mechanical and electrical skills, with a knack for customer relations and the ability to work independently. If you're looking to make a significant impact in a dynamic environment and enjoy the challenge of technical problem-solving, this opportunity is perfect for you. Join a team that values innovation and sustainability in packaging solutions.

Qualifications

• Previous field service work is required for this role.
• Strong mechanical and electrical troubleshooting skills are essential.

Responsibilities

• Provide on-site customer service, including installations and maintenance.
• Lead installation and servicing of packaging machinery.

Skills

Customer Relations

Troubleshooting

Mechanical Skills

Electrical Skills

Communication Skills

Self-Motivation

Education

Technical Degree (Engineering preferred)

Tools

MS Word

MS Excel

MS PowerPoint

Job description

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

Description & Requirements

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers, and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably.

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 and is capable of information gathering to bring 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

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

General Functions, Skills, and Responsibilities

• Installation and servicing of Smurfit Westrock Packaging Machinery.
• Lead others in the installation and servicing of Smurfit Westrock Packaging Machinery.
• Support of equipment both mechanically and electrically.
• Troubleshooting of equipment both mechanically and electrically.
• Trouble resolution of both mechanical and electrical issues across multiple machinery platforms.
• Sell services and parts based on audits.
• Training of lesser 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 the 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 Smurfit Westrock and customer work/safety rules while in customers' facilities.
• Maintain working relationship with fellow employees and customers.
• Training of operators and mechanics 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.
• Attend technical training that includes systems and instruments, as well as application, process control, communication, and safety.
• Support Sales as required and directed by Regional Service Manager to secure orders and service agreements.
• Handles overall technical responsibilities for one or more projects, including project specification, functionality, testing, and commissioning.
• Perform system testing, factory acceptance testing (FAT), and develop test documents.
• Document preparation and obtain customer's approval per document specification and schedule.
• Coordinate with factory for product related issues and resolve.

What You Need To Succeed

• Technical degree is a plus (especially engineering), but not required.
• Skillset for evaluating root cause and addressing technical issues with long term solutions in mind.
• Previous field service work is required.
• Good personality for customer relations.
• Good written and verbal communication skills.
• Self-motivated.
• Strong mechanical abilities.
• PC skills, i.e., MS Word, Excel, PowerPoint.
• Ability to follow and comprehend basic programming structures, i.e., ladder logic.
• Occasional world-wide travel with nonstandard workweeks hours including weekends, holidays, and night shifts.
• Passport is required.
• Ability to travel within the USA and to Mexico, Canada, and Europe is expected.
• Be a team player.
• Willing to follow strict safety guidelines.

Physical Requirement

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Lifting 50lbs, some heavy lifting and considerable moving of equipment required.
• Stand on your feet for 10+ hours.
• Work unsupervised.
• Be able to work 12-hour shifts.

Performance Measurements

• Accomplishing Smurfit Westrock and service objectives.
• Expense management.
• Quality of work.
• Customer satisfaction.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included.