SERVICE TECHNICIAN - Site Based

V R Della Infotech•Rochester, NY

1d•Onsite

About The Position

As a Service Technician, you will perform on-site maintenance, troubleshooting, and repairs of IPG/Better Packages equipment at customer locations. You will ensure equipment uptime, support customer production needs, and deliver a high level of technical service directly in the field. This role requires hands-on mechanical and electrical aptitude, strong customer communication, and the ability to work independently while representing IPG at customer sites.

Requirements

Hands-on mechanical and electrical aptitude
Strong customer communication skills
Ability to work independently
Expert knowledge of all IPG/Better Packages products, including system features, electrical and mechanical components, automation interfaces, and operational capabilities.
Ability to diagnose mechanical, electrical, and minor automation-related issues using testing tools and technical documentation.
Ability to perform software upgrades on WAT units and other equipment.

Responsibilities

Develop and maintain expert knowledge of all IPG/Better Packages products, including system features, electrical and mechanical components, automation interfaces, and operational capabilities.
Clearly 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 (PM) 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 established 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 field-related service duties as assigned, including emergency repairs, customer training, projects, and equipment audits.