Sr. Technician, Tech Svc Sup

WestRock Company; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive training

Career growth opportunities

Job summary

WestRock Company is seeking a Technical Services Technician to provide remote and field support for machines, automation, and electrical controls. You will diagnose issues, configure components, and document service calls to reduce downtime.

Responsibilities include PLC/HMI testing, wiring, upgrades, and remote troubleshooting of Ethernet/Profinet networks. Travel up to 30% will be required to installations and repairs.

Qualifications

• High school diploma or equivalent required; Automation, Industrial Controls, or related Technical Degree preferred.
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Responsibilities

• Respond to customer and field technician support requests via phone, email, and text messaging.
• Diagnose and resolve machinery hardware, software, network, and control system issues.
• Configure electrical components prior to shipment to customers.
• Document technical service calls and support continuous improvement initiatives, including AI training efforts.
• Wire, test, and troubleshoot PLCs, servo drives/controllers, safety relays/controllers, VFDs, and HMIs.
• Assist in developing machinery upgrade kits, including electrical wiring and programming modifications.
• Participate in machinery programming, testing, installation, and validation activities.
• Create technical bulletins, troubleshooting guides, and operating procedures.
• Remotely troubleshoot PLC programs, servo systems, HMI applications, and machine networks.
• Perform field service work, including machinery electrical upgrades and repairs.
• Support machine Ethernet and Profinet network setup and troubleshooting.
• Follow all company safety policies and applicable state and federal regulations.
• Travel up to 30% as required to support customer installations and repairs.
• Perform additional duties as assigned.

Skills

Servo systems

HMI development

Safety controllers

PLC programming

Electrical vs 230V/480V

Allen-Bradley Rexroth

Virtual machines

Industrial networking (Ethernet/Profin

Education

High school diploma or equivalent

Automation/Industrial Controls Tech Degree preferred

Tools

None

Job description

The Opportunity

The Technical Services Technician provides technical support to customers and field service technicians by troubleshooting machinery, automation systems, and electrical controls both remotely and in the field. This role supports equipment performance through diagnostics, system configuration, upgrade development, and technical documentation. The position plays a critical role in ensuring customer satisfaction, minimizing downtime, and supporting the successful operation of Smurfit Westrock machinery.

Key Responsibilities

• Respond to customer and field technician support requests via phone, email, and text messaging.
• Diagnose and resolve machinery hardware, software, network, and control system issues.
• Configure electrical components prior to shipment to customers.
• Document technical service calls and support continuous improvement initiatives, including AI training efforts.
• Wire, test, and troubleshoot PLCs, servo drives/controllers, safety relays/controllers, VFDs, and HMIs.
• Assist in developing machinery upgrade kits, including electrical wiring and programming modifications.
• Participate in machinery programming, testing, installation, and validation activities.
• Create technical bulletins, troubleshooting guides, and operating procedures.
• Remotely troubleshoot PLC programs, servo systems, HMI applications, and machine networks.
• Perform field service work, including machinery electrical upgrades and repairs.
• Support machine Ethernet and Profinet network setup and troubleshooting.
• Follow all company safety policies and applicable state and federal regulations.
• Travel up to 30% as required to support customer installations and repairs.
• Perform additional duties as assigned.

What You Need to Succeed

• High school diploma or equivalent required; Automation, Industrial Controls, or related Technical Degree preferred.
• 2-5 years of experience working with servo systems, HMI development software, and safety controllers.
• PLC programming experience preferred.
• Experience troubleshooting and setting up pneumatic systems, vision systems, VFDs, sensors, hot glue systems, and safety devices.
• Experience working with and troubleshooting 230V and 480V AC electrical systems.
• Experience with multi-axis servo-driven equipment, including Allen‑Bradley and Rexroth systems.
• Ability to configure and maintain virtual machines on PCs.
• Experience troubleshooting machine Ethernet and Profinet networks.
• Knowledge of safety circuits, motor controls, and 24‑volt control circuits.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Professional communication skills, including reading, writing, and speaking English.
• Ability to manage multiple projects and priorities simultaneously.
• Self‑motivated with the ability to work independently.
• Ability to participate in a rotating 24/7 technical support schedule.
• Ability to travel up to 30% as required.

What We Offer

• A workplace culture built on integrity, respect, accountability, and excellence.
• Comprehensive training and opportunities to expand technical expertise and advance your career.
• Competitive compensation based on experience, skills, and performance.
• A career with a global packaging leader where Safety, Sustainability, and Inclusion are foundational to daily operations.