Field Service Technician

Intertape Polymer Group (IPG)•Richmond, VA

17d•$21 - $24

About The Position

The Field Service Technician performs on-site maintenance, troubleshooting, repairs, and installations of IPG/Better Packages equipment at customer locations. The role helps ensure equipment uptime and supports customer production needs through hands-on technical service, customer communication, and independent work in the field. The technician maintains product knowledge, provides preventive maintenance and customer training, assists with evaluating new products and prototypes, performs software upgrades when required, and supports senior technicians on complex assignments. Frequent travel, including overnight travel, is required.

Requirements

High school diploma or equivalent.
Working knowledge of electrical and electromechanical systems and ability to diagnose faults at customer sites.
Basic mechanical skills, including safely disassembling, repairing, and reassembling components.
Experience using PC applications, including Microsoft Office Suite, for documentation and reporting.
Proficiency with hand tools, power tools, and diagnostic equipment such as multimeters.
Strong communication skills and 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, organizational, 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 records 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 support 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 also 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 operating capabilities.
Communicate product value and service recommendations to customers during site visits.
Install, repair, and perform 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 product-improvement feedback.
Submit RMA requests, work orders, service documentation, expense and trip reports, and maintain accurate service records.
Perform software upgrades on WAT units and other equipment when required, ensuring compatibility and proper configuration.
Support Senior Technicians during complex service jobs, large-scale installations, or customer escalations.
Perform other field service duties as assigned, including emergency repairs, customer training, projects, and equipment audits.