Lead Field Service Technician

Smurfit Westrock plc; Washington (UT); Remote; USD 54,000 - 92,000; Full time

Job summary

Join a forward-thinking company as a Lead Field Service Technician, where you'll provide essential technical support for cutting-edge packaging machinery. This role involves installations, maintenance, and troubleshooting, ensuring optimal performance for customers. You will have the opportunity to lead and train junior technicians while directly impacting customer satisfaction and operational efficiency. With a strong focus on innovation and sustainability, this position offers a dynamic work environment where your expertise will be valued. If you're passionate about engineering and customer service, this is the perfect opportunity for you.

Benefits

Health insurance

Flexible spending accounts

Health savings accounts

Retirement savings plans

Life and disability insurance

Paid time off

Short-term bonus incentive

Qualifications

• Experience in field service work is required.
• Strong mechanical and electrical troubleshooting skills.
• Ability to train and lead junior technicians.

Responsibilities

• Provide on-site customer services including installations and maintenance.
• Conduct audits and troubleshoot machinery issues.
• Lead training for lesser experienced technicians.

Skills

Troubleshooting

Customer relations

Mechanical abilities

Electrical knowledge

Technical writing

Education

Technical degree (Engineering preferred)

Tools

Honeywell TDC

Honeywell Experion

Rockwell PLC Systems

VMWare

Ethernet networks

Job description

3 weeks ago Be among the first 25 applicants

General Information

Job ID

ATR47795

Posting Job Title

Lead Field Service Technician

Locations

AZ WFH Arizona, CO WFH Colorado, GA WFH Georgia, UT WFH Utah, WA WFH Washington

Employment Type

Full Time

Date Posted

21-Mar-2025

Relocation Support

No

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. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

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
• 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 TCP\IP 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.
  
  

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.

The salary range for this position is $54,750.00 - $91,250.00, depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. Your actual pay will be based on your work location and other factors, such as your skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.

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

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