About this role
Field Service Technicians are the onsite face of Group O and play a vital role in ensuring the optimal performance of packaging equipment and integrated systems at our customers’ facilities. You will work on a diverse range of machinery, while delivering exceptional customer service. You’ll be responsible for training machine operators and maintenance personnel, and assisting packaging sales representatives with materials tests.
This position requires a blend of technical expertise, critical thinking and communication skills, and the ability to work independently in various settings. The ideal candidate is a technically proficient professional with experience diagnosing and repairing hardware, software, electro/mechanical and pneumatic systems.
Key Responsibilities
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Essential Functions:
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Perform installations, routine maintenance, and emergency repairs at client locations
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Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes.
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Determine necessary parts, repairs and maintenance to resolve machine problems.
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Collaborate with the Service Coordinator to provide timely parts quotations and service estimates.
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Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment.
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Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources.
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Submit accurate service reports and track use of stock parts correctly.
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Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities.
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Complete OEM training as required.
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Follow all OSHA standards, machine safety documentation, client and company safety protocols.
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Position type:
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Full time
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Expected hours of work:
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Flexible hours as needed; frequent overtime and occasional weekend work.
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Travel:
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Up to 50% travel; open to relocation
Job Qualifications
Education/Certifications:
- High School Diploma or Technical Degree
- Valid driver’s license and a clean driving record
- Valid passport or ability to obtain a passport
Experience
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Level 1: up to 2 years’ experience as a Field Service Technician or similar role.
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Level 2: up to 10 years’ experience as a Field Service Technician or similar role.
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Level 3: >10 years’ experience as a Field Service Technician in the packaging equipment industry. Skills and Qualifications:
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Strong knowledge of common machine hardware and software, electro/mechanical and pneumatic systems.
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Ability to read and interpret technical manuals, CAD drawings, parts explosions, electrical prints, wiring diagrams and control logic.
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Proficient with Microsoft Office Suite, including Word, Excel, SharePoint and Outlook.
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Excellent critical thinking and problem solving skills.
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Strong interpersonal skills to build trust, manage client expectations and frustrations, and diffuse conflict.
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Translate complex technical issues into plain English, listen actively to de-escalate stressful situations, and adapt to handle unexpected, on-site challenges.
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Comfort with non-routine environments, evolving technology, and dynamically changing scenarios.
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Basic consultative skills to educate and advise customers on solutions and options.
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Ability to work independently, manage time effectively, and prioritize tasks based on level of urgency. Physical Requirements:
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Ability to sit, stand or bend for an extended period and lift up to 50 pounds. Training Opportunities:
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Forklift & other MHE certification
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Factory certifications from leading packaging industry OEMs
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Tuition reimbursement from the PMMI Foundation for job-related training
Benefits
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) Plan with Company Match
- Generous Paid Time Off
- 10.5 Paid Holidays
- Career Development Opportunities