Sr. Field Service Technician

Itape; Baton Rouge (LA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Itape seeks a Senior Field Service Technician to support national accounts and end users, diagnosing and repairing IPG/Better Packages equipment on-site. You will work with sales to align customer solutions and train customers on start-up, operation and maintenance of packaging equipment.

The ideal candidate has 5–7 years in electronics/electromechanical fields, knowledge of packaging automation, and the ability to manage multiple tasks with little supervision.

Qualifications

• High School diploma and an Associate degree in technology or equivalent.
• 5–7 years of related experience.
• Broad knowledge of electronics and electromechanical principles.
• Experience with packaging automation systems is preferred.
• Proficient with PC applications, including Microsoft Office.
• Must be able to use basic tools, including multimeters.
• Ability to convey technical concepts to non-technical people.
• Ability to read technical diagrams and manuals.
• Strong written and verbal communication.
• Ability to manage multiple projects independently.
• Willingness to work extended hours and travel up to 60%.
• Driver’s license with good driving record.
• Able to lift up to 60 lbs and handle tools/parts.

Responsibilities

• Provide on-site maintenance and repairs for IPG/Better Packages products.
• Train customers on start-up, operation and maintenance of equipment.
• Install, repair, and demonstrate equipment; support in-house staff.
• Establish a preventive maintenance program and build customer relationships.
• Assist in defining and documenting Technical Sales best practices.
• Test and evaluate new products; report faults and issues.
• Collaborate with sales to identify solutions for clients.
• Provide technical guidance in client meetings on implementation and features.
• Handle technical support calls via phone, email and web.
• Submit RMAs, work orders, expense reports, and trip reports.
• Perform software upgrades to WAT units.
• Perform other duties as assigned.

Skills

Electronics fundamentals

Strong communication

Independent work

Customer service

Education

AS in technology

Tools

Multimeters

Microsoft Office

Job description

Position Description

Title: Senior Field Service Technician

Department: Field Services

Immediate Supervisor: Field Service Supervisor

Status: Non-Exempt Hourly

Position Purpose: The Sr. Field Service Technician provides technical support to national accounts and end users, while partnering with sales to analyze customer situations. This position develops effective technical solutions that fulfill the clients’ requirements and customer equipment solution training.

The Sr. Field Service Technician is responsible for maintenance and repairs on all IPG/Better Packages products within the assigned location while assuring continuity of customer operations. The employee will have ownership of all customer problems and/or incidents until the situation has been resolved to the customer’s satisfaction and/or in compliance with agreed upon Service Agreements.

Principle Accountabilities

• This position is required to be knowledgeable with IPG products, features, functionalities, capabilities, and distribution channels and be capable of effectively communicating the IPG value to our customers.
• Train customers on start-up, operation and maintenance of various pieces of packaging equipment; e.g. WAT dispensers, product protection systems, case sealers, case erectors, etc.
• Perform on-site installations, repairs, maintenance, service tasks and conduct product demonstrations when required. Provide maintenance support and training to in-house maintenance staff.
• Establish a regular Preventive Maintenance program for existing end user accounts. Build relationships with customer contact and gather feedback.
• Assist in the development, definition, and documentation of Technical Sales “best practices”, including but not limited to: Technical Audit, Quarterly Review, Time Studies, and End User Training Programs.
• Assist in testing and evaluating new products and custom packaging equipment. Record and report faults, deficiencies, and other unusual occurrences.
• Partner with sales to identify complex opportunities and appropriate solutions for new and existing clients that match their long and short-term needs and goals.
• Provide technical guidance and expertise in client meetings regarding implementation and execution, best practices, products and features, partnerships, etc.
• Handle technical support calls from workers and customers as necessary – via phone, email and website.
• Follow established communication procedures – issue RMA’s, prepare and submit work orders, expense reports, trip reports, etc.
• Software upgrades to WAT units when required.
• Performs other duties as assigned.

Essential Skills and Experience

• High School degree or equivalent plus Associate degree in technology field, e.g., mechanical, electrical, electronics, etc., or equivalent experience.
• 5-7 Years of related experience
• Broad knowledge of electronics and electromechanical principals.
• Experience in packaging automation systems is preferred.
• Skilled in the use of PC applications, including Microsoft Office Suite
• Must be knowledgeable in the use of basic tools, including multimeters.
• Ability to present technical concepts to non-technical individuals.
• Ability to understand technical diagrams and manuals.
• Strong written and oral communication skills.
• Ability to manage multiple projects with minimum direction.
• Adaptive to change and tight deadlines.
• Must be able to work independently with little supervision.
• Good customer service and organizational skills are necessary.
• Ability to reason, communicate, make cognitive decisions, audit data, research, understand deadlines and timelines, and provide accurate results.
• Proper record keeping of all service performed on IPG/Better Packages equipment, which could be used to review service performance with customer.
• Travel requirements include overnight travel, both by car and by air, that may frequently exceed 60% of a work week.
• Employee must hold a valid state driver’s license and have a good driving record.
• Flexibility to work extended hours during work week and have open availability to work weekends and holidays on an as-needed basis.
• Must have the ability to lift 60 lbs. or less, carrying and lifting tools and parts weighing up to 20 lbs.
• Must be able to bend, squat, walk, stand and/or sit for prolonged periods of time.
• May be required to push and pull a cart with equipment weighing up to 60lbs.