Field Service Technician

Position Description

Title:                                  Field Service Technician              

Department:                     Field Services

Immediate Supervisor:   Field Service Manager

Status:                              Non-Exempt Hourly                     

Position Purpose             The Field Service Technician is responsible for maintenance and repairs on IPG products within the assigned location and to assure continuity of customer operations. The employee will have ownership of all customer problems and/or incidents until the situation has been resolved to the customer’s satisfaction and/or in compliance with agreed upon Service Agreements. 

Principle Accountabilities

This position is required to be knowledgeable with IPG products, features, functionalities, capabilities, and distribution channels and be capable of effectively communicating the IPG value to our customers.

Perform on-site installations, repairs, maintenance, service tasks and conduct product demonstrations when required. Provide maintenance support and training to in-house maintenance staff.

Establish a regular Preventive Maintenance program for existing end user accounts.

Assist in testing and evaluating new products and custom packaging equipment. Record and report faults, deficiencies, and other unusual occurrences.

Follow established communication procedures – issue RMA’s, prepare and submit work orders, expense reports, trip reports, etc.

Software upgrades to WAT units when required.

Support Senior Technician onsite with other service needs as required.

Performs other duties as assigned.

Essential Skills and Experience

High School degree or equivalent

Associate degree in technology field, e.g., mechanical, electrical, electronics preferred

3-5 years of related experience

Broad knowledge of electronics and electromechanical principals.

Skilled in the use of PC applications, including Microsoft Office Suite.

Must be knowledgeable in the use of basic tools, including multimeters.

Ability to present technical concepts to non-technical individuals.

Ability to understand technical diagrams and manuals.

Strong written and oral communication skills.

Must be able to work independently with little supervision.

Good customer service and organizational skills are necessary.

Ability to reason, communicate, make cognitive decisions, audit data, research, understand deadlines and timelines, and provide accurate results.

Proper record keeping of all service performed on IPG equipment, which could be used to review service performance with customer.

Travel requirements include overnight travel, both by car and by air, that may frequently exceed 50% of a work week.

Employee must hold a valid state driver’s license and have a good driving record.

Flexibility to work extended hours during work week and have open availability to work weekends and holidays on an as-needed basis.

Must have the ability to lift 60 lbs. or less, carrying and lifting tools and parts weighing up to 20 lbs.

Must be able to bend, squat, walk, stand and/or sit for prolonged periods of time.

May be required to push and pull a cart with equipment weighing up to 60lbs.