Field Service Technician - Palletizer Division

COLUMBIA MACHINE INC•Vancouver, WA

10d•$59,740 - $82,400•Onsite

About The Position

Provides technical customer service and support during the installation, commissioning, and servicing of palletizing equipment. Contributes to customer satisfaction by providing comprehensive assistance in person or via phone or email. Supports customers with timely response to service requests that includes frequent travel up to 75%. Educates, trains, and troubleshoots problems both on-site and remotely. Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction. Ensures proper electrical and mechanical installation, supports local electricians, assemblers, and welding personnel during installation, and ensures that all aspects of the equipment are functioning properly. Finalizes the equipment commissioning process, tests local input and output once the electrical installation is complete, and tests all devices after installation and assures all control interlocks and alarms are functioning. Educates and trains customers on equipment to ensure continued proper functioning of the equipment. Ensures that production schedule and profitability commitments are met. Completes the service trip in a safe and efficient manner within the allotted time frame. Exhibits continual awareness of quality standards and estimated cost parameters. Assists with sales support, increases customer interest in plant upgrades and future modifications, prescribes recommended parts that should be purchased, and provides recommendations on maintenance issues. Provides technical support to sales representatives, records key information to aid the sales team in quoting, and documents project requirements. Completes job and expense reports within established time guidelines. Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals. Utilizes CRM to manage customer relationships, track relevant service trip reports, assign tasks, and update Service Trip Status. Supports internal and external customer service by understanding and documenting internal and external customer needs and expectations. Develops resources and critical service metrics to ensure these needs are being met. Communicates to appropriate team(s) when an expectation will not be met. Contributes to the continuous improvement effort by documenting processes and procedures, eliminating non-value added activities, and participating in cross-functional CI teams. Maintains professional and technical knowledge by establishing personal networks, participating in professional societies, attending professional workshops, and reviewing publications. Contributes to team effort by being willing to attempt new assignments or fill in for others as needed, accomplishing other duties as assigned, and participating in applicable SOP and SWI training.

Requirements

Knowledge of Microsoft Office (Word, Excel, PPT, Outlook)
Knowledge of CRM (D365 Preferred)
Knowledge of PLC troubleshooting (program editing & network connections)
Specific Knowledge of RSLogix (PLC code/programming)
Specific Knowledge of ControLogix (PLC code/programming)
Specific Knowledge of PanelView (Studio)
Specific Knowledge of Motion Control
Analytical skills
Project/Process Management skills
Computer/Technical skills
Organizational skills
Interpersonal skills
Communication skills
Problem-Solving skills
Written and Oral Communication skills
English Language proficiency
Clerical/Secretarial skills
Strong technical aptitude; has the ability to deal with abstract and concrete variables with a high attention to detail
High School or GED required
3-5 years of experience
Valid Driver’s License and Driving Record that does not fit the criteria of a high risk driver
Ability to travel to/from airports and/or customer facilities utilizing your own vehicle or a leased vehicle
Safety Glasses
Hearing Protection
Steel Toed Shoes
Gloves as needed
Hard hats as needed for work above
Reflective Safety Vest as required

Nice To Haves

Associate’s degree or vocational or technical school degree preferred

Responsibilities

Provides technical customer service and support during the installation, commissioning, and servicing of palletizing equipment.
Contributes to customer satisfaction by providing comprehensive assistance in person or via phone or email.
Supports customers with timely response to service requests that includes frequent travel up to 75%.
Educates, trains, and troubleshoots problems both on-site and remotely.
Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction.
Ensures proper electrical and mechanical installation.
Supports local electricians, assemblers, and welding personnel during installation.
Ensures that all aspects of the equipment are functioning properly.
Finalizes the equipment commissioning process.
Tests local input and output once the electrical installation is complete.
Tests all devices after installation and assures all control interlocks and alarms are functioning.
Educates and trains customers on equipment to ensure continued proper functioning of the equipment.
Ensures that production schedule and profitability commitments are met.
Completes the service trip in a safe and efficient manner within the allotted time frame.
Exhibits continual awareness of quality standards and estimated cost parameters.
Assists with sales support.
Increases customer interest in plant upgrades and future modifications.
Prescribes recommended parts that should be purchased and provide recommendations on maintenance issues.
Provides technical support to sales representatives.
Records key information to aid the sales team in quoting.
Documents project requirements.
Completes job and expense reports within established time guidelines.
Documents and communicates information regarding the status of projects, all on-site changes, and provides input and feedback in the development of service manuals.
Utilizes CRM to manage customer relationships.
Utilizes CRM to track relevant service trip reports, assign tasks, and update Service Trip Status.
Supports internal and external customer service.
Understands and documents internal and external customer needs and expectations.
Develops resources and critical service metrics to ensure these needs are being met.
Communicates to appropriate team(s) when an expectation will not be met.
Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams.
Maintains professional and technical knowledge.
Establishes personal networks, participates in professional societies, attends professional workshops and reviews publications.
Willing to attempt new assignments or fill in for others as needed; accomplishes other duties as assigned.
Participates in applicable SOP and SWI training.