Field Service Technician

IPG • Richmond, VA

16d • Onsite

About The Position

The Field Service Technician performs on-site maintenance, troubleshooting, installation, and repair of IPG/Better Packages equipment at customer locations. The role helps maintain equipment uptime and support customer production needs while delivering technical service in the field. It requires mechanical and electrical aptitude, strong customer communication, and the ability to work independently at customer sites.

The technician develops knowledge of IPG/Better Packages products and their mechanical, electrical, automation, and operational features; performs preventive maintenance and equipment repairs; diagnoses issues; and trains customer maintenance teams as needed. The role also involves supporting product testing and improvement, completing software upgrades, maintaining service records and reports, and assisting senior technicians with complex work. Frequent travel, including overnight travel, is required, averaging 30% of the work week. Flexibility to work extended hours, weekends, or holidays may be needed based on customer needs.

Requirements

• High school diploma or equivalent required.
• Working knowledge of electrical and electromechanical systems, including the ability to diagnose faults at customer sites.
• Basic mechanical skills and the ability to safely disassemble, repair, and reassemble components.
• Experience using PC applications, including Microsoft Office Suite, for documentation and reporting.
• Proficiency using hand tools, power tools, and diagnostic equipment such as multimeters.
• Strong communication skills, including the ability to explain technical issues to non-technical individuals.
• Ability to read and interpret technical diagrams, wiring schematics, manuals, and assembly drawings.
• Strong customer service, organization, and problem-solving abilities.
• Ability to work independently in the field with minimal supervision while managing schedules and customer needs.
• Ability to make real-time decisions, evaluate equipment conditions, and provide accurate technical assessments.
• Commitment to accurate record keeping of service activity performed on IPG/Better Packages equipment.
• Ability to travel frequently, including overnight travel, by car or air, averaging 30% of the work week.
• Valid driver’s license/Real ID with a good driving record and/or passport to aid travel.
• Flexibility to work extended hours, weekends, or holidays based on customer needs.
• Ability to lift up to 60 lbs., carry tools or parts up to 20 lbs., and maneuver equipment using carts weighing up to 60 lbs.
• Ability to bend, squat, walk, stand, and sit for prolonged periods while performing field service work.

Nice To Haves

• Associate degree in a technical field such as mechanical, electrical, electronics, or automation; equivalent field service experience is considered.
• Experience in packaging automation systems.

Responsibilities

• Develop and maintain expert knowledge of IPG/Better Packages products, including system features, electrical and mechanical components, automation interfaces, and operational capabilities.
• Communicate product value and service recommendations to customers during site visits.
• Perform on-site installation, repair, and preventive maintenance on customer-owned IPG/Better Packages equipment.
• Diagnose mechanical, electrical, and minor automation-related issues using testing tools and technical documentation.
• Provide on-the-job training to customer maintenance teams as needed.
• Establish, schedule, and execute Preventive Maintenance programs for assigned end-user accounts.
• Assist with field testing, evaluation, and troubleshooting of new products, prototypes, and custom packaging equipment.
• Document issues, report unusual performance concerns, and provide feedback for product improvement.
• Follow field service communication procedures, including issuing RMA requests, completing work orders, documenting service actions, submitting expense and trip reports, and maintaining accurate service records.
• Perform software upgrades on WAT units and other equipment when required, ensuring compatibility and proper configuration at the customer site.
• Support Senior Technicians during complex field service jobs, large-scale installations, or customer escalations as assigned.
• Perform other field-related service duties as assigned, including emergency repairs, customer training, projects, and equipment audits.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED