Field Service Technician - Industrial Systems

Sagent•Allentown, PA

4d•Onsite

About The Position

This field-based role provides on-site customer support, equipment maintenance, technical troubleshooting, installations, calibrations, and preventative maintenance for commercial equipment used in grocery stores, delis, and similar retail environments. Equipment includes scales, slicers, ovens, wrapping stations, and packaging machinery. The technician works independently across an assigned service territory and is accountable for equipment uptime, customer satisfaction, and consistent service quality. The role requires strong mechanical and technical troubleshooting ability, customer service skills, self-motivation, reliable transportation, a clean driving record, and eligibility for any applicable regional exams, certifications, or licensing. The position involves scheduled service calls and emergency repairs, local territory travel, and a rotational on-call schedule. Occasional overnight and nationwide air travel or temporary support of other regions may be needed; a company-provided rental vehicle may be supplied for out-of-region assignments. Company-provided onboarding, systems training, and procedural training are delivered by experienced Sagent technicians. Responsibility for complex repairs and advanced installations may be added over time based on demonstrated proficiency and business needs.

Requirements

Experience installing, repairing, or servicing processor-controlled or PC-based equipment.
Five years of relevant experience in engineering, electronics, instrumentation, IT, or electromechanical repair, or an equivalent combination of education and experience, is highly preferred.
One to three years of electro-mechanical repair experience is highly preferred.
Associate degree in a technical discipline or an equivalent combination of education, formal training, and experience is highly preferred.
Valid driver’s license and clean driving record; motor vehicle record check required.
Ability to pass a criminal background check and pre-employment drug screening.
Residence within the assigned service territory.
Ability to work overtime as needed, typically 10–15%, and potentially 25% or more during peak periods or based on business needs.
Ability to travel overnight, including occasional nationwide air travel and temporary support of other regions; travel is typically approximately 10% and may reach or exceed 25% based on operational and business needs.
Ability to safely operate and drive a vehicle for extended periods, including several hours per day.
Ability to stand, walk, bend, kneel, crouch, reach, climb, and work in confined or tight spaces for extended periods.
Ability to safely lift, carry, push, pull, maneuver, and move tools, equipment, and materials of varying weights, using appropriate assistance or equipment for heavier items.
Ability to work in industrial, retail, warehouse, and customer-site environments with potential exposure to machinery, moving parts, chemicals, solvents, dust, dirt, fumes, noise, and varying temperatures.
Willingness and ability to wear required personal protective equipment and comply with safety policies, procedures, and customer-site requirements.
Strong mechanical aptitude and technical problem-solving ability.
Proficiency diagnosing and resolving electro-mechanical, electrical, and PC-based issues.
Familiarity with Windows and Linux operating systems for device configuration and troubleshooting.
Knowledge of TCP/IP networks, device connectivity, and communication protocols.
Ability to learn and use proprietary service software and diagnostic tools.
Strong customer-service orientation and clear, professional communication skills.
Proficiency with Microsoft Office, including Word, Excel, and Outlook.
Ability to meet eligibility requirements for, obtain, and maintain applicable state Weights & Measures licensing.
Organized, detail-oriented, and able to work independently.

Nice To Haves

Associate degree in a technical discipline or equivalent education, formal training, and experience.
Five years of relevant experience in engineering, electronics, instrumentation, IT, or electromechanical repair, or an equivalent combination of education and experience.
One to three years of electro-mechanical repair experience.
Customer-facing or field service experience.

Responsibilities

Perform on-site repairs, installations, calibrations, and preventative maintenance on customer equipment in accordance with company standards and applicable regulatory requirements.
Troubleshoot mechanical, electrical, software, and PC-based issues, including module-level diagnostics.
Configure, network, and troubleshoot wired and wireless devices.
Communicate findings, next steps, and completed service work clearly to customers.
Travel within the assigned service territory and participate in the rotational on-call schedule.
Maintain an accurate personal inventory of service parts and complete annual counts with less than 5% variance.
Document service activity accurately and close work orders promptly.
Submit expense reports and required paperwork promptly.
Maintain company-issued tools, laptop, phone, and test devices.
Follow safety, quality, and regulatory requirements, including applicable Weights & Measures procedures.
Assist and collaborate with the Scheduling Analyst, Service Support Team, and field colleagues.
Provide detailed problem analysis when escalating issues to higher-level technical personnel.
Maintain professional relationships with customers, colleagues, sales teams, and leadership.
Maintain accurate daily timekeeping and activity punches.
Perform other related duties as assigned.