Field Service Technician

Intertape Polymer Group (IPG)•Milwaukee, WI

About The Position

The Field Service Technician performs on-site maintenance, troubleshooting, repairs, installations, and preventive maintenance of IPG/Better Packages equipment at customer locations. The role helps ensure equipment uptime and supports customer production needs while delivering technical service and representing IPG in the field. It requires hands-on mechanical and electrical aptitude, clear customer communication, and the ability to work independently. The technician develops product knowledge, diagnoses equipment issues using testing tools and technical documentation, and provides customer maintenance teams with training as needed. The position also supports preventive maintenance programs, product and prototype testing, software upgrades, complex service work alongside Senior Technicians, and customer escalations. Service actions, work orders, RMAs, trip and expense reports, and other records must be completed accurately. Frequent travel, including overnight travel by car or air, averages 70% of the work week. The role may require extended hours, weekends, or holidays to meet customer needs, as well as lifting and maneuvering equipment and working in a range of physical positions for prolonged periods.

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 and ability to disassemble, repair, and reassemble components safely.
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, 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 70% 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 system 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.
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 and report performance concerns and product improvement feedback.
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.
Support Senior Technicians during complex field service jobs, large-scale installations, or customer escalations as assigned.
Perform other field-related service duties, including emergency repairs, customer training, projects, and equipment audits.