Field Service Technician

Field Service Technician

Field Service Technicians are the onsite face of Group O and play a vital role in ensuring the optimal performance of packaging equipment and integrated systems at our customers' facilities. You will work on a diverse range of machinery, while delivering exceptional customer service. You'll be responsible for training machine operators and maintenance personnel, and assisting packaging sales representatives with materials tests. This position requires a blend of technical expertise, critical thinking and communication skills, and the ability to work independently in various settings. The ideal candidate is a technically proficient professional with experience diagnosing and repairing hardware, software, electro/mechanical and pneumatic systems.

Key Responsibilities

Essential Functions:

• Perform installations, routine maintenance, and emergency repairs at client locations.
• Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes.
• Determine necessary parts, repairs and maintenance to resolve machine problems.
• Collaborate with the Service Coordinator to provide timely parts quotations and service estimates.
• Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment.
• Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources.
• Submit accurate service reports and track use of stock parts correctly.
• Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities.
• Complete OEM training as required.
• Follow all OSHA standards, machine safety documentation, client and company safety protocols.

Job Qualifications

Education/Certifications:

• High School Diploma or Technical Degree
• Valid driver's license and a clean driving record
• Valid passport or ability to obtain a passport

Experience:

• 2 years' experience as a Field Service Technician or similar role.

Skills and Qualifications:

• Strong knowledge of common machine hardware and software, electro/mechanical and pneumatic systems.
• Ability to read and interpret technical manuals, CAD drawings, parts explosions, electrical prints, wiring diagrams and control logic.
• Proficient with Microsoft Office Suite, including Word, Excel, SharePoint and Outlook.
• Excellent critical thinking and problem solving skills.
• Strong interpersonal skills to build trust, manage client expectations and frustrations, and diffuse conflict.
• Translate complex technical issues into plain English, listen actively to de-escalate stressful situations, and adapt to handle unexpected, on-site challenges.
• Comfort with non-routine environments, evolving technology, and dynamically changing scenarios.
• Basic consultative skills to educate and advise customers on solutions and options.
• Ability to work independently, manage time effectively, and prioritize tasks based on level of urgency.

Physical Requirements:

• Ability to sit, stand or bend for an extended period and lift up to 50 pounds.

Training Opportunities:

• Forklift & other MHE certification
• Factory certifications from leading packaging industry OEMs
• Tuition reimbursement from the PMMI Foundation for job-related training

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities

About Group O

At Group O, it's our employees who we value most. That's why we provide a supportive environment where employees are given every opportunity to excel. Group O offers a wide variety of careers with room for professional growth and advancement, and we are always looking for motivated individuals to join our team. At Group O, our employees' health and well-being is equally as important as the work they perform. We back up that philosophy by providing a competitive benefits package that supports now and for their future. In 1974, Bob Ontiveros saw an opportunity to live the American dream and build a company for himself and his family. 50 years later, the packaging company he originally founded out of the back of his station wagon - Group O is ranked by the United States Hispanic Chamber of Commerce as one of the top five Latino-owned businesses in the country. Group O has gained prestige for helping Fortune 500 companies like Samsung, Michelin, Caterpillar, and PepsiCo turn their most complex business challenges into centers of profitability and efficiency. Headquartered in Milan, IL, Group O employs over 1,200 employees. Group O is committed to providing equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, and sexual orientation. If you require accommodations to participate in the job application process, please contact View email address on click.appcast.io, we will work with you to meet your needs. Information provided by applicants will be treated with the utmost confidentiality. We respect your privacy and will handle your application data in accordance with our privacy policy.