Job description

Job Description
This position is responsible for equipment installation and technical support of the product lines, and maintaining good customer relations. The position will investigate and resolve customer reports of technical issues with equipment, and eliminate future operational or service difficulties for customers. Due to the customer’s needs, priorities will change based on customer situations so individuals must be able to adapt to ever-changing work schedules and priorities.

Time Utilization: This position will travel up to 90%-100% of the time. The schedule needs to be flexible to accommodate internal and external customers’ schedules. Must be willing to work outside normal business hours, including some weekends as required. There may be a schedule requirement that consists of ten (10) consecutive scheduled days of work followed by four (4) scheduled days of rest and may commence on any day of the week. Must be able to travel with little notice as customer demands require.

Responsibilities:

• Communicate with the scheduler on a daily basis, give updates on current job status, and receive additional job assignments. Maintain quality and quantity of work on equipment. Listen attentively and ask questions as appropriate. Complete work assignments with minimum supervision. Retrieve and respond to messages daily on all communication tools.
• Consistently make travel arrangements within company policy guidelines and in the most cost-effective and time-efficient manner possible. Keep service team members and customers informed of arrival times. Travel arrangements will include hotel, car rental, and flights.
• Install and/or repair new or modified equipment according to specifications at customer facilities in a timely manner to ensure full functionality. Upon completion of installation, all technical documentation will be provided to the regional scheduler.
• Provide onsite technical assistance to help troubleshoot and repair equipment in a reasonable amount of time. Provide a communication link between the customer and the organization to help ensure that effective service is provided to the customer.
• Conduct training for customers on the safe operations of equipment, maintenance, and parts ordering. Provide contact information for the service team for future service needs and parts needs. Ensure customers are comfortable with the operational and safety procedures of their equipment.
• Complete service documentation on what was repaired during the service call and submit related expenses for the trip and time spent on the call. Reports are complete, accurate, and submitted within 24 hours of job completion. Weekly expense reports and time sheets are also completed in an accurate and timely manner. All expenses incurred are handled in a cost-effective manner.

Qualifications:

• Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline; or two years field service, packaging, maintenance, or related experience; or equivalent combination of education and experience.
• Current and valid driver's license with the ability to obtain a passport
• Electrical, pneumatic, mechanical, and machine shop skills with mechanical aptitude required
• Must be able to troubleshoot basic mechanical, electronic, and operational aspects of machines
• Strong Electrical knowledge: Ohm's Law, multimeter usage, AC/DC currents, reading blueprints and circuit diagrams, electrical troubleshooting on complex machinery
• Strong mechanical knowledge: interpret drawings, schematics, and manuals to pinpoint issues, diagnosis and trouble-shooting, mechanical repairs, mathematics ability, machine shop experience, preventing malfunctions
• Must be able to work independently in unsupervised settings, coordinate travel details, communicate with the team, and provide professional and polished customer support
• Willingness to work in a variety of environments, including food processing, medical cleanrooms, meat processing, and butchering facilities
• Must be open to extensive travel, working up to 5 days in a row with 2 days off, or 10 days with 4 days off
• Must live within 30-45 minutes of a major airport
• Experience traveling as a field service technician (or in a similar role), doing both installations and trouble-shooting
• Prior experience with packaging machines (ideally thermoformed or vacuum sealing) is ideal
• Able to perform physically challenging work in high-stress, often noisy, situations
• Accustomed to facing unhappy customers with unrealistic expectations and a sometimes less-than-professional approach

Job Type: Full-time

Pay: $62,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• In-person

Application Question(s):

• Will you now or in the future require sponsorship for employment visa status (example: H1B visa status or F1 OPT to H-1B visa Status)?
• * Do you have extensive electrical knowledge/experience with Ohm's Law, multimeter usage, AC/DC currents, reading blueprints and circuit diagrams, electrical troubleshooting on complex machinery?
• Do you have extensive mechanical knowledge/experience interpreting drawings, schematics, and manuals to pinpoint issues, diagnosis and trouble-shooting, mechanical repairs, mathematics ability, machine shop experience, preventing malfunctions?
• How many years of experience do you have as a field service technician with both installations and trouble-shooting?
• Rate your mechanical knowledge/experience with interpreting drawings, schematics, and manuals to pinpoint issues, diagnosis and trouble-shooting, mechanical repairs, mathematics ability, machine shop experience, preventing malfunctions. (1=novice, 10=expert)
• Rate your electrical knowledge/experience with Ohm's Law, multimeter usage, AC/DC currents, reading blueprints and circuit diagrams, electrical troubleshooting on complex machinery. (1=novice, 10=expert)
• Name all the following that you have working experience with. Food/Meat Processing, Medical Cleanrooms, Industrial Machinery installations, Packaging Machines, Thermoformers Machines, and Vacuum Sealing Machines

Education:

• Associate (Preferred)

Experience:

• Programmable logic controllers: 2 years (Preferred)
• Mechanical knowledge: 2 years (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: Remote

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