Lead Field Service Technician

WestRock Company; Waco (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

An established industry player is seeking a Lead Field Service Technician to provide expert technical assistance in the installation and maintenance of advanced packaging machinery. This role involves troubleshooting, conducting audits, and ensuring top-notch customer service. The ideal candidate will have a strong background in mechanical and electrical systems, alongside excellent communication skills to effectively train and guide junior technicians. Join a dynamic team where your contributions will directly impact operational success and customer satisfaction in a fast-paced environment.

Qualifications

• Experience in field service work is essential.
• Ability to troubleshoot mechanical and electrical issues.
• Strong communication skills for customer relations.

Responsibilities

• Provide technical assistance for machine installations and maintenance.
• Lead training sessions for less experienced technicians.
• Conduct audits and prepare service reports.

Skills

Field Service Experience

Troubleshooting Skills

Mechanical Abilities

Electrical Knowledge

Customer Relations

Technical Documentation

Safety Compliance

Education

Technical Degree (Engineering Preferred)

Tools

Honeywell TDC

Rockwell PLC Systems

VMWare

Ethernet Networks

Job description

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

2 weeks ago Be among the first 25 applicants

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

Get AI-powered advice on this job and more exclusive features.

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:
* 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 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 facility
* Maintain working relationship with fellow employees and customers
* Training of operators and mechanics in safe operation, changeovers, and PM procedures.
* Training of Smurfit Westrock technicians 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
* In depth knowledge of detailed functions and setup of multiple machinery platforms
* 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
* Must reside in TX
* Skillset for evaluating root cause and addressing technical issues with long term solutions in mind

* Candidates with these skills will be highly considered, but not necessary:

* Industrial controls experience or graduate with process control engineering is a strong positive
* Strong knowledge of field instrumentation, control devices, and motor controls is strong positive
* Experience with Honeywell TDC, Honeywell Experion, Valmet, Rockwell & Modicon DCS & PLC Systems preferred
* Strong computer skills including systems deploying VMWare
* Experience with Ethernet networks including configuration of switches, routers and VLANs
* Experience with Industrial Communication Protocols including Modbus TCPIP and Ethernet IP
* Experience with control loop tuning and performance evaluation tools

* 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, search and navigation the internet, Google apps
* Ability to follow and comprehend basic programming structures, i.e. ladder logic
* Writes accurate and concise service and expense reports
* Writes procedure and training documents
* Executes training programs based on developed documentation and individual needs
* Occasional world-wide travel with nonstandard workweeks hours including weekends, holidays and night shifts
* Passport is required
* Ability to travel to within the USA and to Mexico, Canada, and Europe is expected
* Ability to learn new technologies.
* Be a team player.
* Willing to follow strict safety guidelines.
* Understanding of and ability to follow electrical and mechanical drawings/schematics

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. While performing the duties of this job, the employee is regularly required to:
* Lift 50lbs, some heavy lifting and considerable moving of equipment required.
* Stand on your feet for 10+ hour
* Sit, stoop, kneel, or crouch
* Ladders or heights when needed
* Work off shifts (2nd shift, 3rd shift)
* Work unsupervised
* Sit on airplanes for extended periods of time (10 + hours)
* Be able to work 12-hour shifts.
* Stand; walk, use hands to finger, handle or feel, reach with hands and arms, talk, and hear.
* Use standard business equipment, such as computers, calculators, copying and fax machines.
* Work around electricity and in small spaces.

Performance Measurements
* Accomplishing Smurfit Westrock and service objectives
* Expense management
* Effectiveness with computer skills
* Quality of work
* Customer satisfaction
* Working with colleagues and customers
* Timeliness and accuracy of service paperwork, i.e. audits, service reports, expense reports
* 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

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Packaging and Containers Manufacturing

Referrals increase your chances of interviewing at WestRock Company by 2x

Get notified about new Field Service Technician jobs in Waco Area.

Power Generation Field Service Technician 1 (Combustion Turbine)

Archaeological Field Technicians (Field Based)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.