Field Service Technician

Intertape Polymer Group (IPG)•Schaumburg, IL

16d

About The Position

The Field Service Technician performs on-site maintenance, troubleshooting, repairs, installations, and preventive maintenance on IPG/Better Packages equipment at customer locations. The role helps ensure equipment uptime, supports customer production needs, and provides technical service directly in the field. It requires mechanical and electrical aptitude, strong customer communication, and the ability to work independently while representing IPG at customer sites. The technician maintains product knowledge, supports customer training, assists with product testing and improvement, completes service documentation, and performs software upgrades when required. Frequent travel, including overnight travel, is required, averaging 80% of the work week. The position is non-exempt and hourly, and reports to the Field Service Manager.

Requirements

High school diploma or equivalent.
Working knowledge of electrical and electromechanical systems, including diagnosing faults at customer sites.
Basic mechanical skills and ability to disassemble, repair, and reassemble components safely.
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 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, organization, and problem-solving abilities.
Ability to work independently in the field with minimal supervision while managing daily 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 80% 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 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 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 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.