Field Service Technician

IPG•Liverpool, NY

20d

About The Position

The Field Service Technician performs on-site maintenance, troubleshooting, installation, preventive maintenance, and repairs of IPG/Better Packages equipment at customer locations. The role helps ensure equipment uptime and supports customer production needs while delivering technical service directly in the field. It requires hands-on mechanical and electrical aptitude, strong customer communication, and the ability to work independently while representing IPG at customer sites. The technician develops product knowledge, diagnoses equipment issues, supports customers through training and service recommendations, and contributes to field testing and product improvement. The role also includes maintaining service records and reports, performing software upgrades when required, and supporting senior technicians on complex jobs or escalations. Frequent travel, including overnight travel, averages 30% of the work week.

Requirements

High school diploma or equivalent required; equivalent field service experience is considered.
Working knowledge of electrical and electromechanical systems, including diagnosing faults at customer sites.
Basic mechanical skills, including 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 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 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.
Experience in packaging automation systems.

Responsibilities

Develop and maintain expert knowledge of IPG/Better Packages products, including features, electrical and mechanical components, automation interfaces, and operational 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 at customer sites.
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 to ensure equipment reliability and minimize downtime.
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 assigned field-related service duties, including emergency repairs, customer training, projects, and equipment audits.