Sr Field Service Technician

POSITION SUMMARY

The Sr Field Service Technician provides on-site services for customers, distributors, and sales through installation, training, troubleshooting, repair, preventative maintenance, and upgrades of the business’ equipment. Installations range from stand-alone systems to complex system integration with manufacturing, distribution, and processing lines including installation and integration of PLCs, encoders, sensors and software. The position promotes sales of maintenance agreements, new products, spare parts and consumables. 
 

JOB RESPONSIBILITIES

•    Installs systems including custom applications.
•    Performs start-ups of equipment on the business site, handles maintenance and repairs equipment as needed.
•    Communicates with customers in solving any service-related issues, managing customer expectations and advising customer on investments to consider for equipment.
•    Provides technical assistance, via phone and email, to help troubleshoot and repair equipment, coordinates problem resolution with product services, engineering, customer service and other personnel. 
•    Develops and conducts training on the safe operations of the equipment and demonstrates skills to trainees, including customers, distributors and team members. 
•    Maintains equipment inventory, tool kits, repair parts and company vehicle. 
•    Provides service support for sales during sales calls and provides support for new products, working with product management and sales. 
•    Keeps Salesforce, calendars and cases updated and current. 
•    Works with engineering team regarding equipment schematics and service.
•    Ensures completion of Salesforces cases in timely manner so billing can be initiated.
•    Trains, develops, mentors and coaches less-tenured technicians on service jobs.
•    Additional duties as assigned

Responsibilities Breakdown

This breakdown provides a clear structure for prioritizing tasks while allowing some flexibility based on specific operational needs. 

1. Equipment Installation and Commissioning (30%)

• Install new marking and coding equipment at customer sites, ensuring proper setup, configuration, and functionality.
• Test and validate equipment performance before handing it over to the customer.
• Provide training to customers on equipment operation and basic troubleshooting.

2. Troubleshooting and Repairs (40%)

• Diagnose and resolve technical issues with marking and coding equipment.
• Perform on-site repairs, maintenance, and part replacements to minimize downtime.
• Communicate complex technical solutions effectively to non-technical users.

3. Preventative Maintenance (10%)

• Conduct scheduled maintenance visits to ensure optimal equipment performance.
• Identify potential issues and address them proactively to prevent equipment failures.

4. Documentation and Reporting (10%)

• Document service visits, including the nature of the issue, actions taken, and parts used.
• Maintain accurate service records in the company’s database or ERP system.
• Provide feedback to engineering or support teams about recurring problems for product improvement.

5. Customer Relationship Management (5%)

• Build strong relationships with customers by providing exceptional service.
• Act as the primary point of contact for service-related inquiries and concerns.
• Promote additional products and services that meet customer needs.

6. Professional Development (5%)

• Stay updated on the latest technologies and best practices in marking and coding equipment.
• Attend training sessions and obtain certifications as required by the company.
• Share knowledge and expertise with team members to enhance overall team performance.

QUALIFICATIONS / REQUIREMENTS

•    Associate’s Degree and/or certification/apprenticeship in technical, mechanical, electrical technology or related field
•    6+ years of previous Service Technician experience; or equivalent combination of education and experience. 
•    Routine travel either locally, nationally, and/or internationally may be required.
•    High degree of proficiency in MS Office Suite, Outlook & Internet applications.
•    Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
•    Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
•    Solid understanding and application of mathematical concepts.
•    Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
•    Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
•    Ability to work with and influence peers and management.
•    Self-motivated with critical attention to detail, deadlines and reporting.
•    Ability to work overtime as necessary.
•    Must have current driver’s license
 

#LI-RC2

#IND123

PHYSICAL ASPECTS / WORK ENVIRONMENT

•    Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.  
•    Regularly lift and/or move up to 50 pounds, and occasionally up to 100 pounds. 
•    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
•    Regularly exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
•    The noise level in the work environment may be high.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.