Job Description

Field Service Technician

The Field Service Technician is pivotal in delivering exceptional service and training to existing and potential customers. The primary focus is on efficiently managing customer service-related issues, product service alerts, troubleshooting, and warranty matters that may arise. Leveraging an Enterprise Resource Planning (ERP) system, the technician utilizes it to generate comprehensive Service Reports, maintain call logs, and contribute to customer experience reporting, thereby ensuring the organization's customer database remains in optimal condition. This position requires a deep understanding of both the company's and the customer's technical needs to meet and exceed their expectations effectively. The responsibilities encompass establishing and continually updating industry and company technical knowledge, collaborating with Project Managers and cross-functional teams, and researching and evaluating onsite solutions to address the organization's technical challenges. The Field Service Technician is expected to be an expert in the industry, specializing in packaging machines and possessing a robust set of technical skills.

Must Haves:

• Valid Driver’s License with a clean record over the past 3 years
• Ability to travel up to 90% domestically
• Ideally located in Northeast Wisconsin
• Out-of-state residence is acceptable, but candidates must be willing to travel to headquarters for training on short notice
• 2+ years of relevant experience, including electromechanical service on custom machinery (experience with stainless steel machinery is preferred)
• Proficiency in interpreting electrical schematics, troubleshooting electrical wiring, and resolving mechanical issues
• Strong customer service and professional demeanor, service-minded attitude, and effective communication skills
• Our client provides a credit card for travel expenses, covering car rental, hotel, flight, and food. If technicians use their personal vehicles within the state when traveling or within 180 miles (recommended), mileage will be reimbursed
• Technicians handle their own travel arrangements and maintain records for reimbursement
• While residing in Wisconsin is not mandatory, it is preferred
• Some technicians in California and New Jersey, closer to customers, currently fulfill their roles effectively
• When not traveling, technicians located in Sheboygan County, Wisconsin or nearby our client’s office are required to be in the office

Job Duties and Responsibilities  

• Facilitate effective communication with Production and Service teams.
• Collaborate with internal departments as necessary.
• Maintain thorough technical and operational documentation.
• Study and standardize procedures to enhance the efficiency of the Technical Services team.
• Provide on-site service and customer support during field visits or dispatches.
• Manage all aspects of on-site installation, repair, maintenance, and testing tasks.
• Produce detailed and timely service reports.
• Adhere to all company field procedures and protocols.
• Cooperate with the technical team, sharing information across the organization.
• Cultivate positive relationships with customers.
• Understand customer requirements and provide appropriate recommendations and briefings.
• Document service and installation actions comprehensively using forms, reports, logs, and records.

Job Requirements

• Valid Driver’s License with a clean record over the past 3 years.
• High School Diploma or equivalent required; Technical Diploma preferred, bachelor’s degree a plus.
• 2+ years of relevant experience
• Proficient in general computer skills (Outlook, Word, Excel)
• Familiarity with ERP systems
• Ability to interpret electrical schematics
• Proficient in troubleshooting electrical wiring
• Mechanical proficiencies
• Strong organizational and teamwork skills
• Excellent customer service skills

Willingness to travel short-term to and from customer's facilities.