Sr. Field Service Technician

Position Description Title: Senior Field Service Technician Department: Field Services Immediate Supervisor: Field Service Supervisor Status: Non-Exempt Hourly Position Purpose: The Sr. Field Service Technician provides technical support to national accounts and end users, while partnering with sales to analyze customer situations. This position develops effective technical solutions that fulfill the clients’ requirements and customer equipment solution training. The Sr. Field Service Technician is responsible for maintenance and repairs on all IPG/Better Packages products within the assigned location while assuring continuity of customer operations. The employee will have ownership of all customer problems and/or incidents until the situation has been resolved to the customer’s satisfaction and/or in compliance with agreed upon Service Agreements. Principle Accountabilities This position is required to be knowledgeable with IPG products, features, functionalities, capabilities, and distribution channels and be capable of effectively communicating the IPG value to our customers. Train customers on start-up, operation and maintenance of various pieces of packaging equipment; e.g. WAT dispensers, product protection systems, case sealers, case erectors, etc. Perform on-site installations, repairs, maintenance, service tasks and conduct product demonstrations when required. Provide maintenance support and training to in-house maintenance staff. Establish a regular Preventive Maintenance program for existing end user accounts. Build relationships with customer contact and gather feedback. Assist in the development, definition, and documentation of Technical Sales “best practices”, including but not limited to: Technical Audit, Quarterly Review, Time Studies, and End User Training Programs. Assist in testing and evaluating new products and custom packaging equipment. Record and report faults, deficiencies, and other unusual occurrences. Partner with sales to identify complex opportunities and appropriate solutions for new and existing clients that match their long and short-term needs and goals. Provide technical guidance and expertise in client meetings regarding implementation and execution, best practices, products and features, partnerships, etc. Handle technical support calls from workers and customers as necessary – via phone, email and website. Follow established communication procedures – issue RMA’s, prepare and submit work orders, expense reports, trip reports, etc. Software upgrades to WAT units when required. Performs other duties as assigned. Essential Skills and Experience High School degree or equivalent plus Associate degree in technology field, e.g., mechanical, electrical, electronics, etc., or equivalent experience. 5-7 Years of related experience Broad knowledge of electronics and electromechanical principals. Experience in packaging automation systems is preferred. Skilled in the use of PC applications, including Microsoft Office Suite Must be knowledgeable in the use 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 minimum direction. Adaptive to change and tight deadlines. Must be able to work independently with little supervision. Good customer service and organizational skills are necessary. Ability to reason, communicate, make cognitive decisions, audit data, research, understand deadlines and timelines, and provide accurate results. Proper record keeping of all service performed on IPG/Better Packages equipment, which could be used to review service performance with customer. Travel requirements include overnight travel, both by car and by air, that may frequently exceed 60% of a work week. Employee must hold a valid state driver’s license and have a good driving record. Flexibility to work extended hours during work week and have open availability to work weekends and holidays on an as-needed basis. Must have the ability to lift 60 lbs. or less, carrying and lifting tools and parts weighing up to 20 lbs. Must be able to bend, squat, walk, stand and/or sit for prolonged periods of time. May be required to push and pull a cart with equipment weighing up to 60lbs. #J-18808-Ljbffr Itape