Field Service Technician

Summary: The Field Service Technician I (FSTI) travels extensively to repair, maintain and startup specified company filling and packaging equipment. The FST I provides a communication link between the customer and the company to ensure excellent customer service. FST will work on mechanical and electrical components, and apply programmable logical controller-based analysis

Reports To:Director of Field Service, Regional Service Manager or Designee

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

·      Effectively uses hand tools.

·      Studies and interprets schematics and drawings.

·      Receives trip assignment from inside schedulers; makes travel arrangements to arrive on time according to customer requirements.

·      Interviews customer to determine machine problems; performs basic troubleshooting on machine functioning; verifies where problem is located.

·      Performs assembly and installation of various machine components in the field.

·      Performs hands-on electrical and mechanical troubleshooting and repairs on specified company machines to ensure machine is functioning correctly according to specifications; coordinates with customer and Parts department to order any needed parts.

·      Interfaces with Engineering, Production and Project Management to solve technical problems or project issues.

·      Works with domestic and international customer technicians, engineers and management to perform quality inspections, set-ups, assembly, installations and commissioning protocol activities. Communicates progress as needed.

·      Audits condition of machines in the field for rebuilds, parts and additional services.

·      Coaches customers for successful operation and maintenance; may show operators how to do changes for different size or format packaging.

·      Supports equipment, service documentation and suggests improvements.

·      Works under the direction of senior technicians to start-up new machines, checks power system and wiring; observes lockout tag out process to check machine components functionality; establishes that product is moving through properly; communicates with internal staff to solve technical problems or project issues.

·      Prepares concise, accurate, professional and timely Equipment Acceptance Reports, Service Work Reports, Expense Reports and other support documentation for customer visits; communicates with internal staff to report on service activities; completes and submits reports within 3 weeks after the end of a job.  Periodically inspects customer spare parts inventory and recommends additional parts orders as needed for successful equipment maintenance and operation.

·      Performs inspections on consumable materials (for example, caps, closures, bottles, cans, cardboard, or film); communicates with customer on any potential quality issues affecting equipment productivity; report to in-house staff.

·      Provides management with timely verbal and/or written communications regarding immediate needs of parts, documentation, other potential issues on site.

·      Follows company administration, workplace, and safety policies, procedures and practices; understands and follows customer’s rules for safety, security or other policies.

·      Wears appropriate uniform, maintains professional appearance, conduct, attitude and positively promotes the company to all customers.

·      Assists with Service functions and activities as requested by management; provides support for manufacturing as needed; may be assigned to technical support hot line.

Supervisory Responsibilities:  This position may require minimal supervisor/coordination of on-site contractors or customer personnel.

Competencies Required:To perform the job successfully, an individual should demonstrate the following competencies:

Demonstrated ability to use hand tools and work with machinery. Willingness to develop skills and knowledge as a technician; a commitment to satisfactorily complete training. The ability to listen and follow instructions and ask for help when necessary; A willingness to undertake employment in chosen field. The desire to make a positive contribution in the workplace. Ability to troubleshoot and repair equipment problems. Ability to read mechanical and pneumatic drawings. Ability to perform several tasks concurrently with ease and professionalism under pressure with aggressive time schedules; Strive to provide complete customer satisfaction. Ability to work independently with a minimum of supervision. Hands-on electrical and mechanical aptitude including use of various hand tools, precision measuring equipment and computers. Ability to troubleshoot, repair or correct mechanical, electrical or electronic problems. Ability to communicate well with internal and external customers.Ability to communicate well with internal and external customers. Able to complete a billable customer visit independently within the timeframe defined by company product specific training plan.Ability to follow all Company policies and procedures.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Communicates changes and progress, daily reporting to supervisor as a lead technician on a job.

Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Keeps emotions under control; Maintains confidentiality; Remains open to others' ideas and tries new thing.

Communication - Must be able to communicate via e-mail professionally.

Cost Consciousness - Contributes to profits and revenue; Conserves organizational resources.

Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works to meet schedule timeframe

Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Reports accidents within 24 hours; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.  Works with scheduling and service management to cope with organizational or last-minute travel schedule changes.

Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Leadership - Inspires respect and trust. Exhibits confidence in self and others; motivates others to perform well; effectively influences actions and opinions of others.

Mathematical Skills - Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Computer Skills and Abilities - Proficiency to complete job tasks with MS Office applications including Excel, Word, Powerpoint and Outlook.

Education and/or Experience Requirements: Associate’s Degree in electronics or professional certificate in industrial trades or technical discipline. Two years of experience in maintenance or service of packaging/processing equipment in a food, beverage, chemical or industrial environment; or equivalent combination of education and experience.