Field Service Technician/Engineer
At a glance
Location: US-OR-Portland Map
Posted: 01/10/2018
Closing: 02/09/2018
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Job description

JOB DESCRIPTION:  Field Service Technician/Engineer


Job Summary:

The Field Service Technician/Engineer travels to customer locations to install, maintain and support Packsize equipment as well as build and maintain customer relationships by effectively servicing the equipment.  The Field Service Technician understands the needs of the customer, works proactively and efficiently to meet those needs, and provides 5-Star customer service by proactively visiting or calling customers to ensure they are happy with the Packsize equipment, process flow, packaging designs, and service.


Essential Duties and Responsibilities:   

  • Identify and diagnose problems with limited information remotely and on location. Problem-solving tasks may include resolving mechanical/software issues, reporting operating system bugs, reinstalling software, or replacing hardware.

  • Utilize math skills (specifically geometry) to create packaging designs and to ensure efficient machine operation through modification of existing designs as needed.

  • Schedule and perform preventative maintenance on equipment as required; report back on issues, orders, and parts needed.

  • Install software and equipment, including machines and accessories.

  • Train customer on machine operation and lean principle implementation with the end goal of the Packsize equipment operating at optimum capacity for customer efficiency.

  • Prioritize and manage own travel schedule, visiting customers in designated region. Make sure machinery is in great working order and that customers have designs and software updates as needed.

  • Enhance the customer’s positive experience with Packsize by recognizing their needs and providing solutions that meet and often surpass those needs.

  • Occasionally serve as first to be deployed to address customer on-site emergencies, requiring quick rescheduling of previously planned work activity.

  • Communicate effectively both internally and externally, utilizing a CRM system to document actions performed, schedule future preventive maintenance needs, and other engineering functions.

  • Update online database system in a timely manner to facilitate the flow of machine data and dashboard reporting.

  • Meet all field service metrics including on time preventative maintenance, hotline calls per region, support hours per region, uptime, and customer satisfaction.

Job requirements

Experience and Education:

  • Bachelor’s degree in a related discipline is preferred.

  • Experience with servo drives, pneumatic systems, knowledge of 480 3-phase power, and setup of machinery and corresponding accessories is preferred.

  • Experience working with machinery and a strong technical background is preferred

  • Experience with Windows and PLCs  preferred. Ability to troubleshoot PC errors and PLC functions remotely and on location.

  • Experience with Windows based computing.

  • Previous experience troubleshooting software preferred.

  • Excellent work ethic and time management skills, accessible via telephone, and promptly returns email and phone messages.

  • Excellent customer service/soft skills.

  • Excellent verbal and written communication skills.  

  • Ability to manage an independent schedule while serving the needs of our customers.

  • Experience in lean manufacturing and batch production preferred.  


Physical Demands and Working Conditions:

  • Ability to lift 75 pounds frequently.

  • 75% travel amongst a region of states is common and can be more or less.

  • Must have a valid driver's license and clean driving record as company car is provided.


Salary and Benefits:

Packsize offers a competitive benefits package including paid time off, Medical, Dental, Vision, Short Term/Long Term Disability, Life, 401(k) matching, and a bonus program.

Field Service Technician/Engineer