Field Service Technician- Mechanical

Position Description

Title: Field Service Technician - Electro-Mechanical

Department: Field Service

Immediate Supervisor: Production Engineering Manager

Location: Schaumburg

Status: Non-Exempt

Position Purpose: The Field Service Technician has the primary responsibility of providing installation, troubleshooting, diagnostic, repair, and maintenance support with total customer satisfaction in mind and ensuring the users of IPG's machines are satisfied with its performance. This individual must have a customer focused attitude and demonstrate strong repair and troubleshooting skills and knowledge.

Principle Accountabilities

• Travel to customer sites to perform installation, commissioning, preventative maintenance, and repair to automated packaging equipment.
• Acts as immediate technical support for all Field Service issues on-site or via phone support to customers or colleagues
• Review, evaluate, and resolve machine problems at customer sites, or by phone, with limited supervision.
• Must assume responsibility and exercise discretion and independent judgment to evaluate, diagnose, and provide timely, appropriate responses and resolutions to customer problems.
• Read, interpret, and implement as required electrical schematic drawings and interconnection diagrams, adjust control system parameters, variable frequency drives and PLC IO as required to meet the performance requirements of the equipment.
• Troubleshoot and test suspect components, determine potential causes of malfunction or failures and implement repairs to restore the equipment to working order to meet performance requirements.
• Provide on-site and off-site training to customers (and in some events other IPG employees) with the overall intention of instructing and/or recommending methods that will improve and/or enhance the performance of the machinery and optimize its usage for their needs.
• Ability to effectively document and communicate ideas, strategies, problems, and solutions in both verbal and written forms to co-workers and customers.
• Documents service and installation actions by completing forms, reports, logs, and updating records.
• Must be able to read and interpret blueprints. Read and interpret tolerances and information relevant to the drawing. Must be able to create drawings to share with team for parts needed (hand-drawn blueprint is ok for this).
• Must be able to document changes to electrical prints (hand-drawn blueprint is ok for this).
• Able to use and understand metric/standard tape measures and scales.
• Seeks out knowledge to become expert in industry, packaging machines, and technical skillsets.
• Able to assemble an entire product or component of a product.
• Perform all work in accordance with quality standards and established safety procedures.
• Maintain a clean and safe work area.
• Establish and maintain a positive relationship with customers, support and follow-up on customers' concerns and problems
• Provide support in-house, when not traveling to customer sites.
• Willing to travel overnight 90% to customer sites throughout the U.S. and sometimes internationally.
• Performs other duties as assigned.

Essential Skills and Experience

• At least 5 years of experience in customer service/Field Service work environment
• 5-10 years of related experience or equivalent required (Bachelor's degree in Mechanical Engineering)
• Must be able to provide own tools.
• Expert in diagnosing, troubleshooting and repairing electrical and mechanical machine issues.
• Minimum Associates Degree in Electronic Technology, Industrial Controls or Electrical Engineering, or similar technical education through the military
• Must have a valid Driver's License and able to travel to field sites, as necessary.
• Ability to read electrical schematics
• Ability to troubleshoot electrical wiring
• Mechanical proficiencies
• Strong organizational and teamwork skills
• Must be able to lift and carry 50 lbs. for an extended duration.
• Must be able to clearly speak, read, write, and understand English.
• Must be able to talk and hear well enough to communicate with co-workers, supervisors, and others within the company 100% of time.
• Will have some knowledge of all specifications required to produce products in a similar manufacturing environment.
• Will have a working knowledge of process improvement methodology.
• Proficiency in Microsoft Word, Excel, Email or other company provided programs. Record work hours, expense reports, and complete Field Service reports.
• Must be able to travel at any time to various customer locations, which includes having or being able to obtain a passport.

Physical Demands

• Must have a full range of motion and be able to kneel and bend and twist for extended periods as the task may require.
• This position requires continual use of your hands, considerable use of your arms and legs, and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.
• This position requires long periods of standing
• The use of safety equipment, such as safety glasses, gloves, helmets, and hearing protection, is utilized daily.
• This position requires lifting and maneuvering 50lbs. Without physical restrictions and up to 70lbs. with the assistance of lifting equipment or other team members