Field Service Technician

Job Summary

In this role, you will perform on-site maintenance, troubleshooting, and repairs of equipment at customer locations. You will ensure equipment uptime, support customer production needs, and deliver a high level of technical service directly in the field. This role requires hands-on mechanical and electrical aptitude, strong customer communication skills, and the ability to work independently while representing the company at customer sites.

Location

This job is based in Baton Rouge, LA, a vibrant city known for its rich cultural heritage, lively music scene, and delicious cuisine. Baton Rouge offers a unique blend of history and modernity, making it an exciting place to live and work.

Responsibilities

• Develop and maintain expert knowledge of all products, including system features, electrical and mechanical components, automation interfaces, and operational capabilities.
• Clearly communicate product value and service recommendations to customers during site visits.
• Perform on-site installation, repair, and preventive maintenance on customer-owned equipment.
• Diagnose mechanical, electrical, and minor automation-related issues using testing tools and technical documentation.
• Provide on-the-job training to customer maintenance teams as needed.
• Establish, schedule, and execute Preventive Maintenance (PM) programs for assigned end-user accounts to ensure equipment reliability and minimize downtime.
• Assist with field testing, evaluation, and troubleshooting of new products, prototypes, and custom packaging equipment.
• Document issues, report unusual performance concerns, and provide feedback for product improvement.
• Follow established field service communication procedures, including issuing RMA requests, completing work orders, documenting service actions, submitting expense and trip reports, and maintaining accurate service records.
• Perform software upgrades on units and other equipment when required, ensuring compatibility and proper configuration at the customer site.
• Support Senior Technicians during complex field service jobs, large-scale installations, or customer escalations as assigned.
• Perform other field-related service duties as assigned, including emergency repairs, customer training, projects, and equipment audits.

Qualifications

• High School diploma or equivalent required; Associate degree in a technical field (mechanical, electrical, electronics, automation, etc.) preferred. Equivalent field service experience considered.
• Working knowledge of electrical and electromechanical systems, including the ability to diagnose faults at customer sites.
• Basic mechanical skills with the ability to disassemble, repair, and reassemble components safely.
• Experience in packaging automation systems is preferred.
• Experience using PC applications, including Microsoft Office Suite, for documentation and reporting.
• Proficiency using hand tools, power tools, and diagnostic equipment (e.g., multimeters).
• Strong communication skills with the ability to explain technical issues to non-technical individuals.
• Ability to read and interpret technical diagrams, wiring schematics, manuals, and assembly drawings.
• Strong customer service, organization, and problem-solving abilities.
• Demonstrated ability to work independently in the field with minimal supervision while managing daily schedules and customer needs.
• Capability to make real-time decisions, evaluate equipment conditions, and provide accurate technical assessments.
• Commitment to accurate record keeping of all service activity performed on equipment.
• Ability to travel frequently, including overnight travel, by car or air, averaging 30% of the workweek.
• Must hold a valid driver's license/Real ID with a good driving record and/or passport to aid travel.
• Flexibility to work extended hours, weekends, or holidays based on customer needs.
• Ability to lift up to 60 lbs., carry tools or parts up to 20 lbs., and maneuver equipment using carts weighing up to 60 lbs.