SERVICE TECHNICIAN - Site Based

V R Della Infotech•Liverpool, NY

3d•Onsite

About The Position

The Service Technician performs on-site maintenance, troubleshooting, installation, and repair of IPG/Better Packages equipment at customer locations. The role helps ensure equipment uptime and supports customer production needs while delivering technical service in the field. It involves hands-on mechanical work and representing IPG at customer sites, including Amazon.

Requirements

Hands-on mechanical ability.
Ability to troubleshoot mechanical, electrical, and minor automation-related issues using testing tools and technical documentation.
Ability to communicate product value and service recommendations to customers.
Ability to document service work and follow field service communication procedures.

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 to support 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 customer sites.
Support Senior Technicians during complex field service jobs, large-scale installations, or customer escalations as assigned.
Perform other assigned field-service duties, including emergency repairs, customer training, projects, and equipment audits.