Field Service Technician

Description

JOB SUMMARY:

The Field Service Technician has the skills and the knowledge to install, service, and repair Douglas Machine automated packaging machinery. Service work may include, but not limited to performing routine maintenance, repairs, modification, machine setup, or training of customer personnel. In addition, this position requires extensive travel to customer sites.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:

1. Steward our mission (to enrich lives by providing differentiated packaging automation and services) and values (unwavering integrity, servant's heart, ownership spirit and continuous innovation and improvement).
2. Demonstrate the "6+1 ways" customer service model at all times.
3. (Applies to Remote Technicians) Remote technician is expected to be in communication with Douglas supervisory personnel daily, Monday through Friday and when appropriate on Saturday and Sunday. To facilitate this communication the technician should be available via company furnished cell phone. This phone would be used only for work related calls. If a separate telephone line were required at the technicians home to facilitate transfer of information (FAX or internet), the technician would pay for the installation and Douglas would pay for usage charges.
4. Must be able and willing to travel a minimum 75% of the time to perform tasks at customer sites.
5. Troubleshoot packaging machines and resolve a high percentage of mechanical, electrical, and programming issues with some assistance.
6. Communicate effectively with field service advisors to resolve technical issues.
7. Maintain a positive, professional relationship with customer personnel.
8. Document pertinent technical and customer information to facilitate an ongoing business relationship.
9. Produce and submit very accurate and complete trip and expense reports in a timely manner.
10. Be proactive at learning new components and design principles as they are introduced.
11. Proactively identify product/service sales opportunities at customer sites that will enhance customer's packaging processes.
12. Assist with the training of new technicians.
13. Provide informal (hands on) training for customer's employees.
14. Comply with all safety policies and procedures.
15. Assist with related tasks and projects.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Must be able and willing to apply required customer service skills.

- Must have the skills to produce and submit complete and accurate trip and expense reports in a timely manner.

- Must have good mechanical and electrical background in a manufacturing or production environment, preferably in the packaging manufacturing industry.

- Must have knowledgeable of automated machine controls.

- Must be able to read and follow blueprints, machine drawings, and electrical drawings.

- Must be proficient with use of a laptop computer and related software.

- Must be able to use a variety of machine and hand tools.

- Must be able and willing to travel a minimum 75% of the time.

EDUCATION AND/OR EXPERIENCE:

Must have a two year technical degree in a related field and one year of demonstrated work experience in the packaging manufacturing industry or a high school diploma and three years of demonstrated work experience in the packaging manufacturing industry or related technical field.

OTHER INFORMATION:

All full-time positions offer attractive compensation and benefits that include ESOP stock allocation, 401(k) match, a company health clinic, medical, dental, life and disability insurance, volunteer time off, along with holiday pay and paid time off.

As a global leader in the packaging automation industry, Douglas has grown and prospered the right way through supporting our employees, customers, partners, competitors and the world around us with integrity and respect. Be an employee owner. Douglas offers an exceptional environment to achieve your career goals with a positive culture that encourages input and fosters growth at all levels. We believe in teams building strong relationships and working together towards a common vision that aligns with our mission and values.