Field Service Technician - Level 2-3

Group O

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
.

Full time

Flexible hours as needed; frequent overtime and occasional weekend work.

Up to 50% travel; open to relocation

Job Qualifications

Level 1: up to 2 years’ experience as a Field Service Technician or similar role.
Level 2: up to 10 years’ experience as a Field Service Technician or similar role.
Level 3: >10 years’ experience as a Field Service Technician in the packaging equipment industry.

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.

Benefits

Medical, Dental, Vision, and Life Insurance

Flexible Spending Accounts (Medical and Dependent Care)

401(k) Plan with Company Match

Generous Paid Time Off

Career Development Opportunities

$35.00 - $45.00 / hour