Field Service

Hillenbrand•Troy, MI

2d•Remote

About The Position

The Field Service Support Technician supports customers in maintaining reliable hot runner performance and resolving technical issues that affect production. The role is home-based in the United States, preferably in Illinois or North Carolina, and serves customers nationwide for Mold-Masters, a Hillenbrand company that provides hot runner systems and related technologies for plastic injection molding applications. The technician performs customer-site inspections, installation, testing, troubleshooting, repair, and performance validation. They review technical and service information, recommend established solutions within their authority, and escalate issues requiring additional technical or safety review. The position also evaluates returned products, identifies practical optimization opportunities, maintains complete service documentation, and contributes field observations to design reviews and cross-functional discussions. The role involves approximately 80% travel across the United States, including overnight travel. The schedule varies with customer service assignments and includes rotating weekend on-call coverage, compensated in addition to base salary. The technician works with customers, Sales, agents, Technical Support, Quality, Engineering, and other partners.

Requirements

A university degree or college diploma in mechanical engineering, plastics engineering, or a related technical discipline; a relevant trade certification such as Toolmaker or Computer Numerical Control Machinist; or an equivalent combination of education, technical training, and experience.
Three to four years of related experience or training involving hot runner systems, injection molding, tooling, machining, industrial equipment service, technical support, or a closely related field.
Working knowledge of hot runner system installation, operation, maintenance, troubleshooting, repair, and performance verification in injection molding environments.
Ability to interpret mechanical drawings, schematics, specifications, manuals, service records, corrective-action information, and established technical procedures.
Practical problem-solving skills to gather customer information, isolate common causes, apply approved solutions, verify corrective actions, and recognize when technical or safety escalation is necessary.
Clear and professional English communication skills for customer discussions, service reports, technical documentation, and coordination with Sales, Quality, Engineering, and other partners.
Ability and willingness to travel approximately 80% across the United States, manage changing field assignments, and participate in compensated rotating weekend on-call coverage.
Ability to meet applicable customer-site access, safety training, travel, and driving requirements.
Ability to use service-management systems, remote collaboration tools, and digital technical documentation.

Responsibilities

Review customer inquiries, mechanical drawings, operating information, and service history to identify common hot runner system issues, recommend established solutions, and escalate conditions outside the authorized scope.
Inspect, install, test, troubleshoot, repair, and validate hot runner systems at customer sites using approved procedures, diagnostic methods, technical documentation, and customer-site safety requirements.
Communicate with customers, sales representatives, and agents to gather technical information, explain findings, confirm next steps, and maintain accurate records without making unauthorized commercial, warranty, or design commitments.
Evaluate operating conditions, identify practical optimization opportunities, apply approved adjustments, and document results and follow-up actions to improve system performance.
Evaluate products at customer sites and after return; recommend repair, replacement, further analysis, or another appropriate disposition through established processes.
Document service findings, defects, test results, photographs, parts information, and change requests in approved systems; support corrective actions and route design-related decisions to Engineering or another authorized function.
Contribute field observations, customer-use information, and service history during assigned design reviews and cross-functional discussions, maintaining clear ownership and appropriate technical approval controls.