Field Service Technician - Level 2-3

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.

Position type:

• Full time

Expected hours of work:

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

Travel:

• Up to 50% travel; open to relocation

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:

• 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.

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