Sr. Field Service Technician

IPG•Baton Rouge, LA

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 also provides training on customer equipment. The technician maintains and repairs IPG/Better Packages products within an assigned location, helping ensure continuity of customer operations. The employee owns customer problems and incidents through resolution to the customer’s satisfaction or in accordance with applicable service agreements.

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.
Adaptability to change and tight deadlines.
Ability to work independently with little supervision.
Good customer service and organizational skills.
Ability to reason, communicate, make cognitive decisions, audit data, research, understand deadlines and timelines, and provide accurate results.
Valid state driver’s license and good driving record.
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.
Ability to lift up to 60 pounds and carry and lift tools and parts weighing up to 20 pounds.
Ability to bend, squat, walk, stand, and/or sit for prolonged periods.
Ability to push and pull a cart with equipment weighing up to 60 pounds.

Nice To Haves

Experience in packaging automation systems.

Responsibilities

Maintain knowledge of IPG products, features, functions, capabilities, and distribution channels, and communicate IPG’s value to customers.
Train customers on the startup, operation, and maintenance of packaging equipment, including WAT dispensers, product protection systems, case sealers, and case erectors.
Perform on-site installations, repairs, maintenance, and other service tasks, and conduct product demonstrations when required.
Provide maintenance support and training to in-house maintenance staff.
Establish regular preventive maintenance programs for existing end-user accounts.
Build relationships with customer contacts 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 in 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 appropriate solutions for new and existing clients that address their short- and long-term needs and goals.
Provide technical guidance in client meetings regarding implementation, execution, best practices, products, features, and partnerships.
Handle technical support calls from workers and customers by phone, email, and website.
Follow established 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 proper records of service performed on IPG/Better Packages equipment.
Perform other duties as assigned.