Service Tech - Level 1
Reports to: Field Service Manager
FLSA Status: Hourly, Non-Exempt
SUMMARY:
The service technician provides excellent customer service by installing new equipment, diagnosing problems with our customers’ equipment, repairing issues, and performing training for our customers. Technician will have a deep understanding of the machines that they work with. Technician is required to be familiar with each of the components that make up a machine and be capable of installing and repairing them as needed. Technician should also be able to utilize a wide variety of tools.
Essential functions:
- Travel from home to customer sites to repair or install machines.
- Keen ability and patience to troubleshoot and diagnose problems.
- Utilize a variety of mechanical and electrical tools, PLC software, and techniques to repair machine problems.
- Professionally and accurately answer questions that our customers may have about the maintenance of their machines.
- Train customers on new or existing equipment
- Professionally communicate the diagnosis to the customer and in a way that they understand
- Ability to travel and work remote 80% of the time. United States and Canada.
- Record and document the diagnoses, procedure for resolution and time to complete the service call
- Accurately complete service reports
- Adhere to the travel guidelines and policy
- Always adhere to safety practices and procedures while actively on the service call as a Combi employee.
- L1 Technicians are required to be internally qualified to maintain, install, and service the following Combi and/or SIAT machines
- BeeWrap/ProWrap
- Powered Pallet Strappers
- Case Erector
- Case Sealer
Other duties may be assigned by management.
WORK ENVIRONMENT:
This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is frequently required to sit at a desk. Standing and walking to different departments will be required. The employee will need vision to see close, peripheral vision, depth perception and the ability to adjust focus, talk, hear and listen.
Position Type and Expected Hours of Work:
This is a full-time position, working Monday through Friday, 7:30 am to 4:00 pm. Overtime when needed and weekend work per customer requests and needs.
Required Knowledge, Skills, and Competencies:
- An associate degree or technical certification in a relevant field is strongly preferred. Prior customer service experience helpful. Multi-language would be an added skill.
- Must have own tools for most general repairs
- Ability to understand, read and follow verbal and written instructions
- Must be able to multi-task and be detailed oriented with demonstrated follow though and organizational skills
- Experience with Allen Bradley PLC’s
- Ability to trouble shoot and resolve Electrical and Mechanical issues
- Valid driver’s license and ability to obtain a passport.
- Ability to use a wide variety of tools.
- Ability to work well independently.
- Excellent customer service skills
- A willingness to work beyond normal work hours as dictated by scheduling needs.
- Professional and calm demeanor for troubleshooting and engaging in training with customers