Job Description Title: Field Service Technician Department: Packaging & Automation Location: Remote Reports To: Implementation Manager FLSA Status: Hourly, non – Exempt SUMMARY The Field Service Technician provides professional installation, service and support for Tension Packaging and Automation customers by coordinating and installing equipment, system startup, repairs, phone and onsite support and preventative maintenance visits. The Field Service Technician interfaces with the sales department during the sales and design process, then works with project management and the customer group for a successful installation, including training of operators and onsite maintenance personnel. This role supports the equipment by phone or travels to customer sites to perform preventative maintenance and service post installation. This is a remote position with travel. ESSENTIAL DUTIES AND RESPONSIBILITIES - Customer pre-consultation, site readiness preparation, and startup monitoring.
- Participates in conference calls with sales, project management and customers to prepare for installation.
- Coordinate equipment and system installations and follow through with customers to ensure proper function of systems installed.
- Calibrate HMI’s, meters, set timers, temperature seal time, etc. and adjust as required during service or startup as indicated in manufacturer’s manuals etc.
- Train operators and maintenance personnel using outline.
- Perform routine maintenance on equipment.
- Provide phone and onsite customer support to customers.
- Determines causes of operating errors and takes action to remedy the problem.
- Perform inspections and advise customers on methods to minimize downtime and interruptions.
- Upon completion of service and support tasks, completes reports on service work performed and follows through with next steps to ensure the equipment or system continues to perform.
- Maintain knowledge of functions and applications of products.
- Observe and follow all safety rules as required and maintain all supplies and tools properly.
- Help maintain and control the parts inventory and service tool inventory.
- May be assigned other duties as needed to increase personal competence and assist and train other TPA associates.
- Assist in the quote process for jobs as requested by sales.
- Assist in producing short instructions videos and writing machinery documentation for customer applications.
KNOWLEDGE/SKILLS/ABILITIES - Ability to read and interpret documents including safety rules, operating and maintaining instructions, schematics and procedure manuals.
- Ability to review and understand mechanical and electrical drawing packages.
- Able to read and understand wiring diagrams to trace electrical circuits and ensure proper operation according to manufacturer's specifications.
- Ability to perform trouble shooting of mechanical, controls, and instruments at fabrication shop or at customer site locations.
- Ability to replace worn or defective parts such as switches, pumps, motors, bearings, transmissions, belts, gears, control boards, elements and defective wiring.
- Ability to maintain composure while working with customers, team members, and contractors with composure.
- Strong verbal and written communication skills.
- Computer knowledge and skills proficient with Excel, Word and Power Point.
- Strong time management skills and organization skills.
- Must have a valid Driver’s License and have a valid passport or ability to secure one.
Note: This position requires extensive travel. Most trips will be scheduled in advance. However, in some cases when there is a need to support a customer quickly, some travel could involve the next flight out. Peak period for our ecommerce order fulfillment customer base is November and December. During this period someone from the Tension Support Team is on call 12 hours per day, 7 days a week. This responsibility is shifted around to meet the needs of the staff. EDUCATION and/or EXPERIENCE - High school Diploma or GED required.
- Associates’ degree in a technical field or equivalent plus 3-5 years of experience in a related field or an equivalent combination of education and experience preferred.
PHYSICAL DEMANDS - While performing duties of this job, would occasionally be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.
- Must be able to sit for long periods on airplane or in an auto to reach job destinations
- Must be able to have manual dexterity to operate equipment and tools required on the job
- Must occasionally lift and/or move up to 50 lbs.
BENEFITS This position is eligible for all company benefits which include, but are not limited to: medical, dental, vision, 401K and vacation time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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