Field Service Technician Pacific Northwes (Remote)

Summary: The associate will use their mechanical/electrical background to troubleshoot/repair and install various machines in order to support our customer base. This support will consist of troubleshooting customer issues on-site and over the phone leveraging technology for remote support. Employee will also be responsible for conducting installations on various packaging equipment machines. For example, tray formers, tray sealers, fillers, dosers, form / fill/ seal equipment, case erecting, automatic loading, sleeving, cartoning, closing, flow wrap, shrink wrap, vertical and horizontal bagging, thermoforming machines. Once trained, there must be an ability and willingness to travel 70-85% of the time for technical support. Schedule needs to be flexible to accommodate customer needs. This job requires that the applicant live in the posted State and provide notification of desired home base changes.

Skill requirements:

Teamwork- Able to provide relevant thoughts on machine related issues or improvements and work through them with the group.

Troubleshooting and Problem Solving- Able to troubleshoot basic electrical or mechanical machine issues with limited supervision. Will reach out to more experienced Techs when needed. Possesses a minimum of 3 years of experience in this skill set.

Business Acumen- Has a solid understanding of Harpak-ULMA’s products and services and is able to promote the importance of preventative maintenance and maximizing machine efficiency.

Customer Focus- Is dedicated to meeting the expectations and requirements of internal and external customers. Proactively works with customers in determining solutions. Provides Follow up assistance. Ability to work flexible shifts and to adapt to changing work schedules.

Technical Skills- Picks up on technical capabilities quickly; can learn new skills and knowledge; is good at learning company, product, or technical knowledge like Electrical, Mechanical and PLC. Ability to work with high precision and close tolerance proficiency. Able to work independently with little supervision. Proficient in standard and metric systems.

Decision Making- Is able to reach out to more experienced Technicians, Engineers and Service Managers when not sure on a resolution. Strives to always make the best decision for the company.

Experience Level: 5 + Years

Compensation: Commensurate with previous experience

Essential Duties and Responsibilities include the following (other duties may be assigned):

• The associate will utilize their prior technical/vocational school training to work on mechanical and electrical issues on our packaging equipment and systems.
• Associate must be a self-starter and comfortable working with people in trouble-shooting and problem solving situations.
• Associate will be proficient in conducting detailed service and expense reports expected with our processes in a timely manner. Utilizes appropriate technology tools (hardware, software) to ensure efficiency of submittals.
• Must possess excellent communication and customer service skills. Must be team oriented, have a “Can Do” approach to all challenges and possess a strong commitment to quality.
• This FST role training will consist of training provided via Online Learning Management System, on-site at our Taunton MA or Ball Ground, GA facility. You will also shadow other FSE’s/FST’s throughout the US for installation and repair service visits. Metrics of knowledge retention and ability will be evaluated in our onboarding process.
• Second level of training will be for them to lead the troubleshooting and installation service calls and be shadowed by a senior FSE’s/FST’s. They will be evaluated in each of these as to when they are qualified to conduct this service support solo.
• Associate will need to be adept in providing technical phone support and documenting calls and solutions in a detailed manner.
• Associate must follow all customer’s procedures and protocols on site visits.
• Harpak-ULMA FSE’s/FST’s are expected to be cross-trained and knowledgeable across all product lines sold, regardless of what product line they initiate with.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or GED required. Technical schooling and/or work experience in electricity, electronics or equipment maintenance is required. A minimum of 6 months proven field service experience in troubleshooting mechanical/electrical issues desired. Prior industry-related experience would be a plus.