Sr. Field Service Technician
About The Position
The Senior Field Service Technician provides technical support to national accounts and end users, partnering with sales to analyze customer situations and develop technical solutions that meet client requirements. The role is responsible for maintenance and repairs on IPG/Better Packages products within an assigned location and for maintaining continuity of customer operations. The technician owns customer problems and incidents through resolution to the customer’s satisfaction or in accordance with applicable service agreements. The position requires knowledge of IPG products, features, functions, capabilities, and distribution channels, along with the ability to communicate the value of those products. The technician trains customers and in-house maintenance staff, performs on-site service and demonstrations, supports preventive maintenance programs, and collaborates with sales and customers to identify and implement appropriate solutions. Travel may frequently exceed 60% of the work week and includes overnight trips by car or air. The role may require extended weekday hours and availability for weekends and holidays as needed.
Requirements
- High school degree or equivalent plus an associate degree in a technology field such as mechanical, electrical, or electronics, or equivalent experience.
- 5–7 years of related experience.
- Broad knowledge of electronics and electromechanical principles.
- Skilled in using PC applications, including Microsoft Office Suite.
- Knowledge of basic tools, including multimeters.
- Ability to present technical concepts to non-technical individuals.
- Ability to understand technical diagrams and manuals.
- Strong written and oral communication skills.
- Ability to manage multiple projects with minimal direction and work independently with little supervision.
- Adaptability to change and tight deadlines.
- Good customer service and organizational skills.
- Ability to reason, communicate, make cognitive decisions, audit data, conduct research, understand deadlines and timelines, and provide accurate results.
- Valid state driver’s license and good driving record.
- Ability to lift up to 60 pounds and carry or lift tools and parts weighing up to 20 pounds.
- Ability to bend, squat, walk, stand, and/or sit for prolonged periods; may need to push and pull a cart with equipment weighing up to 60 pounds.
- Ability to travel overnight by car and air, frequently exceeding 60% of a work week.
- Flexibility to work extended hours during the work week and availability to work weekends and holidays as needed.
Nice To Haves
- Experience in packaging automation systems.
Responsibilities
- Provide technical support to national accounts and end users, partnering with sales to analyze customer situations and develop solutions.
- Maintain and repair IPG/Better Packages products within the assigned location, ensuring continuity of customer operations and owning customer incidents through resolution.
- Train customers on the start-up, operation, and maintenance of packaging equipment, including WAT dispensers, product protection systems, case sealers, and case erectors.
- Perform on-site installations, repairs, maintenance, service tasks, and product demonstrations; provide maintenance support and training to in-house maintenance staff.
- Establish preventive maintenance programs for existing end-user accounts, build customer relationships, and gather feedback.
- Assist in developing, defining, and documenting technical sales best practices, including technical audits, quarterly reviews, time studies, and end-user training programs.
- Assist with testing and evaluating new products and custom packaging equipment; record and report faults, deficiencies, and unusual occurrences.
- Partner with sales to identify complex opportunities and solutions for new and existing clients that meet their short- and long-term needs and goals.
- Provide technical guidance in client meetings on implementation, execution, best practices, products, features, and partnerships.
- Handle technical support calls from workers and customers by phone, email, and website.
- Follow communication procedures, including issuing RMAs and preparing and submitting work orders, expense reports, and trip reports.
- Perform software upgrades to WAT units when required.
- Maintain records of service performed on IPG/Better Packages equipment for potential review of service performance with customers.
- Perform other duties as assigned.
Benefits
- Competitive pay
- Extensive benefits that support employees and their families
- Ongoing training
- Career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
