Lead Field Service Technician

Smurfit Westrock plc; Macon (GA); 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 assistance for packaging machinery. This role involves installations, maintenance, and troubleshooting while ensuring customer satisfaction. You will lead and mentor less experienced technicians, contribute to continuous improvement, and support machinery production. The ideal candidate will possess strong mechanical and electrical skills, excellent communication abilities, and a self-motivated attitude. Join a dynamic team and make a significant impact in a rewarding environment that values safety and quality service.

Qualifications

• Previous field service work is required.
• Ability to evaluate root cause and address technical issues.
• Good written and verbal communication skills.

Responsibilities

• Provide on-site customer services including installations and maintenance.
• Troubleshoot mechanical and electrical issues across multiple machinery platforms.
• Train lesser experienced technicians in safe operation and procedures.

Skills

Customer Relations

Mechanical Skills

Electrical Skills

Troubleshooting

Communication Skills

Technical Problem Solving

Self-Motivation

Teamwork

Education

Technical Degree (Engineering)

Tools

MS Word

Excel

PowerPoint

Job description

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

Field Service Technician

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. Writes accurate and concise service and expense reports.
11. Writes procedure and training documents.
12. Executes training programs based on developed documentation and individual needs.
13. Occasional world-wide travel with nonstandard workweeks hours including weekends, holidays and night shifts.
14. Passport is required.
15. Ability to travel to within the USA and to Mexico, Canada, and Europe is expected.
16. Ability to learn new technologies.
17. Be a team player.
18. Willing to follow strict safety guidelines.
19. Understanding of and ability to follow electrical and mechanical drawings/schematics.

Physical Requirements:

1. Lift 50lbs, some heavy lifting and considerable moving of equipment required.
2. Stand on your feet for 10+ hours.
3. Sit, stoop, kneel, or crouch.
4. Ladders or heights when needed.
5. Work off shifts (2nd shift, 3rd shift).
6. Work unsupervised.
7. Sit on airplanes for extended periods of time (10 + hours).
8. Be able to work 12-hour shifts.
9. Stand; walk, use hands to finger, handle or feel, reach with hands and arms, talk, and hear.
10. Use standard business equipment, such as computers, calculators, copying and fax machines.
11. 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: 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: 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 moving equipment, heat, and fumes. 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

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