Job Description

Join a dynamic and innovative company at the forefront of industrial automation, specializing in advanced solutions for the tissue, nonwovens, and paper industries. With a global presence and a commitment to excellence, they deliver cutting-edge technology and exceptional service that empowers their clients to achieve their production goals. The team thrives on collaboration, expertise, and a passion for innovation, offering a supportive and growth-oriented environment. If you're ready to take your technical skills to the next level and work with industry-leading technology, this is your opportunity to make a difference and build a rewarding career.

Objectives

The objective of this position is to technically support the current nonwoven installed base customers by providing timely and efficient machine repair, installation, commissioning, upgrade, and training services. The job entails providing professional technical customer support at all levels as a front-line representative with the ultimate objective of ensuring a positive customer satisfaction experience.

Position Summary

The Field Service Technician will take ownership of the on-site customer support processes required from identifying the root cause of the problem, to the customer needs until the final resolution. He/she will act as trusted person and key customer representative clarifying and meeting customer’s expectations at each stage of every service project.

He/she provides technical support as troubleshooting, repair, installation, commissioning, and customer education for machinery mainly in North America and occasionally in South America. The Service Technician possesses a strong technical background in the principals of Automation, Rockwell and/or Siemens PLCs, Variable Frequency Drives (VFDs), HMI, displays, pneumatic, and hydraulic, He/she thinks logically and enjoys solving problems with creativity, diligence, and achievement.

The Service Technician travels extensively, and the customer service component of this position requires scheduling flexibility and working overtime due to the importance of completing service projects in a timely manner. Hours are varied to best suit the customer’s needs.

Main Responsibilities

• Effectively communicate with current customers to troubleshoot and identify necessary corrective action to solve technical issues
• Perform repairs and service activities with a sense of urgency
• Identify spare parts and components needed for immediate and future repairs
• During the installation and commissioning perform all the necessary checks, tunings, and setup of the equipment to ensure technical specifications are met
• Report progress status on repair, installations, and commissioning activities and highlight delays, criticalities, and area of improvement through the company tools and reports
• Pay special attention to all equipment’s safety devices to assure they are fully operational
• Complete and submit technical reports, expense reports and timesheets within the expected timeframe.
• Communicate timely information on customer’s comments, complaints, needs and suggestions

Critical Skills and Personal Attributes

• Well organized
• Time and Priority Management
• Problem Solving Nature
• Working under pressure
• Sense of urgency
• Attention to Detail
• Flexibility and Adaptability
• Team Player
• Ability to Communicate Effectively both Orally and in Writing
• Positive Work Ethic
• Professional Attitude and Behavior

Benefits

• Overtime Pay: Overtime is recognized after the first 8 hours of the day, including travel hours. Any time worked on Sunday is considered Double Time.
• Per Diem: A daily reimbursement of $50 is provided for food expenses
• Medical and Retirement Benefits: Enjoy fully company-funded medical insurance
• Health Savings Account (HSA): Company contributes $1,500 annually to an HSA.
• 401K: 4% match in retirement benefits
• PTO

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