Field Service Technician

FIELD SERVICE TECHNICIAN

ROLE OVERVIEW

Kwik Lok’s Field Service Technicians (FST) are customer-oriented individuals who are responsible for providing technical hands-on support and maintenance to ensure optimal performance of our customer’s Kwik Lok industrial equipment. These employees maintain an advanced competency level of their specific assigned Kwik Lok machinery to effectively help customers. They play a critical role in supporting our customer’s success by traveling to customer sites all over the world to troubleshoot and correct challenges. Successful AFSTs are passionate about cross-functional collaboration and are solution oriented; frequently working alongside customer service, regional sales managers, assembly technicians, engineers, service engineering technicians, and warehouse personnel. This position reports to the Manufacturing Manager and supports Kwik Lok production activities through the assembly of Kwik Lok bag closure machines and printers with a focus on continuing improvement of quality, food safety, and manufacturing processes.

POSITION RESPONSIBILITIES AND RESULTS

MACHINE ASSEMBLY

Maintain advanced assembly and troubleshooting knowledge of assigned Kwik Lok machines and accessories (086, 088, 093, 910, 915, 865A, 872, 897, 093, 1002, 1082, 902, 887, 917, 884, 888, 904, 905, 865B, 915G, 916) Read and interpret manufacturing drawings for machine assembly and machine rebuilds Assemble and repair machines and accessories in-house, within allotted timeframes Assemble daily priority sales orders Run completed builds through Quality Control checks, correct if needed Correctly package and label all finished machines

FIELD SERVICE

Represent the company in a professional and courteous manner, building strong relationships with customers and maintaining the company's reputation for excellent service. Communicate effectively with customers, provide status updates, explain technical issues, and ensure customer satisfaction. Provide technical expertise and issue resolution for customers with Kwik Lok machines through phone, email, and in-person visits. Assist with complex issue resolution in the field. Install, calibrate, and test new equipment at customer sites to ensure proper functionality and safety. Maintain, inspect, troubleshoot, and repair existing equipment at customer sites using diagnostic tools, technical manuals, and knowledge of equipment specifications. Train customers on proper use and maintenance of equipment, including safety protocols and best practices. Maintain detailed and accurate records of all service activities, including repairs, maintenance, and customer interactions. Coordinate sales opportunities with Regional Sales Managers, identifying opportunities to sell additional services, parts, or upgrades on equipment Order and maintain inventory of spare parts and tools needed for repairs and maintenance. Submit expense and activity reports in a timely fashion to Manufacturing Manager and Accounts Payable

PROCESS IMPROVEMENT

Assist in the development and execution of standard assembly and AFST procedures to ensure that internal and external customer needs are met in a safe, secure, dependable, efficient, and flexible manner. Contribute to ongoing efforts to improve service processes, equipment performance and reliability by reporting common issues of customers to Lead Field Service Technician and Manufacturing Manager Assist in the development, testing, and launch of new products

OTHER RESPONSIBILITIES

Assist with the creation of training material for internal and external customers Stay up to date with industry trends and advancements in machine technology Continuously update technical knowledge and skills through company-provided training and independent research Account for all tools following the maintenance, repair, or setup of each machine Maintain a safe and clean working environment at Kwik Lok’s campus, and at customer sites, adhering to all applicable safety regulations and company policies. Provide support for Regional Sales Managers, including setup and participation at trade shows when needed

REQUIRED QUALIFICATIONS

Experience: At least 5 years of previous related machine assembly, maintenance, troubleshooting, and field service experience Education: High school diploma or equivalent; technical degree or certification in instrumentation, machinery or trade certifications preferred Strong ability to analyze and problem solve technical and mechanical issues and ability to work under pressure. Proficient in the use of diagnostic tools and equipment, and ability to understand engineering drawings and technical documentation Excellent written and verbal communication and interpersonal skills Must possess a valid US Passport and driver’s license Must be willing to travel domestically and internationally 75% of the time, with overnight stays. Must be able to pass pre-employment drug and background screenings Must be legally authorized to work in the United States without sponsorship

KEY SKILLS AND ATTRIBUTES

Self-motivated; Able to work independently in a safe and productive manner and manage multiple priorities Ability to collaborate and work effectively across functional lines; able to communicate and work closely with highly technical personnel Proficient in Microsoft Office Suite Pays strong attention to detail Approaches work with an innovative spirit, constantly focused on continual improvement

ALL THE DETAILS…

Pay range: $25.00 - $35.00 per hour depending on experience Overtime is paid at time and a half Insurance Benefits: Medical, Dental, Vision, Prescription, Life and Disability Insurance plans (60 day waiting period) Retirement Benefits: 401K Plan with company match (90 day waiting period - restrictions apply) Paid Time Off: (90 day waiting period, prorated for first year) Vacation: 120 hours a year, with increases based on years of service Holidays: 70 hours a year (8.5 days): 1 Floating Holiday, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday following, half day on Christmas Eve, and Christmas Day Sick Leave: 40 hours a year, accrued at 1 hour per 40 hours worked for hourly employees, salary employees prorated for first year Other Compensation: Employees may be eligible for annual performance bonuses Perks: Airport Lounge membership Personal point accrual on company-paid airfare, lodging, and car rentals, travel rewards program points are yours to keep. Two company-paid leisure hotel stays per year, including rental car coverage, available once every six months for weekend use when added to a work trip. Company provided tool kit, cell phone, and apparel Access to gyms all over the US with Active Fit & Direct (once health insurance benefits are active) Schedule: 5:00am to 3:30pm Monday – Thursday. Travel schedules may differ. Ability to work flexible hours and respond to after-hours emergency service calls when assigned. Location: Yakima, Washington Work environment: While performing the duties of this job, the employee is regularly required to see, walk, talk and hear. Frequently bends, squats, kneels. Uses hands to reach, handle, or feel objects, tools, or controls; reaches with hands and arms. May lift to 50 pounds on occasion. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Regularly sitting and/or standing at a computer or in an airplane when traveling. Noise level in office environment 10dB, 85-95 dB in production environment. To learn more about Kwik Lok, click here. Kwik Lok is an Equal Employment Opportunity (EEO) employer. We strongly encourage people from underrepresented groups to apply. We value a diverse workforce and provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, disability, marital status, genetic information, status as a veteran, unrelated criminal conviction history, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, or participate in the application and interview process. To view labor compliance information, click here.