Service Technician

The Service Technician position is fast-paced requiring the candidate to easily adapt to change and work both independently and as part of a team. The primary function of the position is to travel to customer’s sites to set-up, start-up, repair and technical support of machinery and equipment. 80-100% travel is expected for this position.  

Responsibilities

• Travel to customer sites for machine installation, technical service, preventative maintenance and repairs 
• Perform equipment training sessions at customer sites
• Attending to the needs of the customer whenever required
• Complete job paperwork on a weekly basis including but not limited to onsite service reports, expense reports, final customer sign off, and more  
• Phone support – trouble shooting customer calls and assisting with part calls
• Log each service request (trips and calls) in the call log ensuring detailed information is captured to maintain historical database
• Assist spare parts sales associates with processing part orders and quote requests
• Assist sales department by requesting quotes with the appropriate vendor
• Work on the production floor with machine build department when in-house
• In house machine testing prior to machine shipment
• Communicate with service manager documenting issues and open items upon return from customer visits

Benefits and Pay Information

• Health, Dental & Vision Insurance
• HRA & HSA
• Company paid life insurance
• Company paid short-term disability coverage
• Optional buy-up life and long-term disability insurance
• Optional supplemental Accident, Hospital and Critical Illness insurances 
• 401K and Roth with company matching after 1 year
• 9 paid holidays per year
• PTO
• $25–$35 per hour, based on relevant industry and/or technician experience.

Knowledge and Skill Requirements

• A minimum of 3 years in a technical service positions preferably servicing capital equipment in the printing/label/converting/web handling industry
• Willing and able to travel – up to 100% of the time
• Willing and able to work outside normal business hours if needed – nights, weekends and holidays may occasionally be required by customers
• Willing to travel internationally if needed; willing to obtain a valid passport
• Holds and maintains a valid driver’s license and car insurance
• Well versed with machine electrics/controls: AC & DC circuits, AC & DC drives, three phase motors, pneumatics, and PLC’s
• Mechanically inclined (previous machine assembly experience a plus)
• Passionate about customer service and satisfaction; strong communication skills
• Maintains a professional appearance and positive attitude
• Strong organization skills
• Articulate and good telephone manner 
• Keen eye for attention to detail and ability to follow procedures 
• Strong sense of initiative and a “can do” attitude 
• Ability to work independently and as part of a team including outside the service department

Experience in the following programs/processes is required

• Microsoft Office including Word, Excel and Outlook
• Adobe Reader and/or Acrobat

Experience in the following programs/processes is not required, but a plus

• Ability to read electrical, mechanical, hydraulic and pneumatics diagrams 
• Epicor Software
• CRM or service ticket tracking software
• Certify
• Rockwell RSLogix Software
• AutoCad
• Solidworks
• ISO