| SUMMARY OF JOB FUNCTIONS | This role is a field-based position responsible for delivering on-site customer support, equipment maintenance, and technical troubleshooting across an assigned geographic region. Field Service Technicians operate independently and are accountable for ensuring equipment uptime, customer satisfaction, and consistent, high-quality service delivery. Technicians must meet all field-specific requirements, including technical proficiency, demonstrated field readiness, a clean driving record, and eligibility to satisfy any required exams, certifications, or licensing applicable to field service work within their assigned region. As a Field Service Technician, you will perform scheduled service calls, emergency repairs, and equipment installations for commercial equipment such as scales, slicers, ovens, wrapping stations, and packaging machinery commonly used in grocery stores, delis, and similar retail environments. In this customer-facing role, you will represent Sagent in the field and must demonstrate strong customer service skills, self-motivation, and solid mechanical and technical troubleshooting ability. Reliable transportation is essential, as daily driving may account for several hours of your workday while traveling to customer locations within your territory. This position is assigned to a specific service region, generally centered around the primary city listed in the job posting. While most work will occur within this local region and surrounding communities, occasional travel outside the immediate area may be necessary based on customer demand, operational requirements, or regional coverage considerations. Territory boundaries may shift over time, and additional details will be reviewed during the interview process. Additional air travel outside the assigned territory, including temporary support of other regions or customer locations nationwide, may occasionally be required based on operational and business needs. When applicable, a company-provided rental vehicle may be provided for transportation during out-of-region work assignments. Company-provided onboarding, systems training, and procedural training will be provided by experienced Sagent technicians to ensure alignment with company standards, safety practices, and customer service expectations. Primary responsibilities include performing calibrations and preventative maintenance (PM) on weighing and wrapping equipment independently within your designated business area. You will also troubleshoot at the module level, leverage technical support resources as needed, and assist other technicians with installations, repairs, and projects. Independent responsibility for complex repairs or advanced installations may be phased in over time based on demonstrated proficiency and business needs. |
| KEY RESPONSIBILITIES AND DUTIES | - Perform on-site repairs, installations, calibrations, and preventative maintenance on customer equipment in accordance with company standards and applicable regulatory requirements
- Troubleshoot mechanical, electrical, software, and PC-based issues, including module-level diagnostics
- Configure, network, and troubleshoot wired and wireless devices
- Communicate effectively with customers, clearly explaining findings, next steps, and service work performed
- Travel within the assigned service territory; participate in a rotational on-call schedule (typically home nightly)
- Maintain an accurate personal inventory of service parts; complete annual counts with less than 5% variance
- Accurately document all service activity and close work orders in a timely manner
- Submit expense reports and required paperwork promptly
- Maintain company-issued equipment including tools, laptop, phone, and test devices
- Follow all safety, quality, and regulatory requirements, including applicable Weights & Measures procedures
- Assist and collaborate with the Scheduling Analyst, Service Support Team, and field colleagues
- Provide detailed problem analysis when escalating issues to higher-level technical personnel
- Maintain strong professional relationships with customers, colleagues, sales teams, and leadership
- Maintain accurate daily timekeeping and activity punches
- Participate in the regional on-call rotation
- Perform other related duties as assigned
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| KEY COMPETENCIES: Knowledge, Proficiency of Acquired Skills, Aptitude, Capability | - Strong mechanical aptitude and technical problem-solving ability
- Proficiency in diagnosing and resolving electro-mechanical, electrical, and PC-based issues
- Familiarity with Windows and Linux operating systems for device configuration and troubleshooting
- Knowledge of TCP/IP networks, device connectivity, and communication protocols
- Ability to learn and utilize proprietary service software and diagnostic tools
- Strong customer-service orientation with clear, professional communication skills
- Proficiency with Microsoft Office (Word, Excel, Outlook)
- Ability to meet eligibility requirements for, obtain, and maintain applicable state Weights & Measures licensing
- Organized, detail-oriented, and able to work independently
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| REQUIRED QUALIFICATIONS: Experience, Education, Certifications, Skills | - Associate degree in technical discipline or equivalent combination of education, formal training, and experience highly preferred
- Experience installing, repairing, or servicing processor-controlled or PC-based equipment
- Five (5) years of relevant experience in engineering, electronics, instrumentation, IT, or electromechanical repair (or an equivalent combination of education and experience) highly preferred
- One (1) to three (3) years of electro-mechanical repair experience highly preferred
- Customer-facing or field service experience preferred
- Valid driver’s license with a clean driving record (MVR required)
- Ability to pass a criminal background check and pre-employment drug screening
- Residence within the assigned service territory
- Ability to work overtime as needed based on operational and business demands (typically 10–15%; may reach or exceed 25% during peak periods or based on business needs)
- Ability to travel overnight, including occasional nationwide air travel and temporary support of other regions or customer locations as needed (typically ~10%; may reach or exceed 25% based on operational and business needs)
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| PHYSICAL DEMANDS – WORK ENVIRONMENT | The physical demands and work environment described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship. - Ability to safely operate and drive a vehicle for extended periods of time, including several hours per day
- Ability to stand, walk, bend, kneel, crouch, reach, climb, and work in confined or tight spaces for extended periods as part of regular job duties
- Ability to safely lift, carry, push, pull, maneuver, and/or move tools, equipment, and materials of varying weights as part of regular job duties, including heavier items with appropriate assistance or equipment, with or without reasonable accommodation
- Ability to work in industrial, retail, warehouse, and customer-site environments with potential exposure to machinery, moving parts, chemicals, solvents, dust, dirt, fumes, noise, varying temperatures, and other typical field service conditions
- Willingness and ability to wear required personal protective equipment (PPE) and comply with applicable safety policies, procedures, and customer site requirements
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