Field Service Technician

ITW•Hartland, VT

63d•Onsite

About The Position

Pillar Technologies is seeking a Service Technician to provide technical support and field service for our Surface Treatment and Induction Sealing product lines. This hands-on position combines electrical and mechanical troubleshooting with direct customer interaction. The Service Technician will support customers through on-site service, phone, email, and virtual meetings. Responsibilities include equipment installation, start-up, troubleshooting, repairs, maintenance, customer training, and warranty support.

Requirements

Strong electrical and mechanical troubleshooting skills.
Ability to read electrical schematics and mechanical drawings.
Excellent organizational, planning and written/verbal communication skills
Ability to work and communicate effectively in a team environment
Solid computer skills (MS Office applications and Windows-based programs)
English required.

Nice To Haves

Two-year degree in Electronics, Electrical Technology, Electromechanical Technology, or related field preferred.
Relevant technical experience may be considered in place of a degree.
Additional language skills a plus.

Responsibilities

Provide professional technical support to customers by phone, email, virtually, and on-site.
Manage customer service cases from initial contact through resolution using the company CRM system.
Maintain accurate CRM records, including customer issues, troubleshooting performed, parts, labor, service reports, and final resolution.
Start up, troubleshoot, repair, and maintain Pillar equipment at customer facilities.
Diagnose electrical and mechanical issues and determine root cause and corrective action.
Train customer maintenance and operations personnel on equipment operation and troubleshooting.
Follow up with customers on open service cases to ensure timely resolution and customer satisfaction.
Track recurring equipment issues and communication trends and product improvement opportunities to Engineering.
Coordinate service schedules based on customer needs and priorities.
Work closely with Engineering, Sales, Operations, and customers to resolve technical issues.
Identify opportunities for additional products, upgrades, repairs, and services and communicate them to Sales.
Assist with warranty claims, equipment testing, inspections, and quality checks.
Maintain accurate service reports, expenses, and travel records.