Field Service Support Lead Technician

About the role

As a Field Service Technician, you’ll help customers operate complex equipment safely, reliably, and efficiently throughout the post‑sale service lifecycle. You’ll represent Mold‑Masters, a Hillenbrand company, while supporting customers across Michigan and other assigned locations, with frequent travel to customer sites and company locations. We design and manufacture hot runner and temperature‑control technologies used in plastic injection molding applications. Your technical judgment, customer guidance, and disciplined service execution will strengthen equipment performance, build customer capability, and support sustainable, long‑term business relationships. DME (www.dme.net) is a leading global manufacturer of mold technology products with worldwide operations. For over 80 years, DME’s experts have provided mold designers, moldmakers, and molders with innovative solutions. DME is a business unit of Hillenbrand. Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission‑critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.

Responsibilities

• Lead equipment commissioning, installation, start‑up, testing, troubleshooting, repair, and preventive maintenance using approved procedures, technical drawings, diagnostic methods, and customer‑site safety requirements.
• Diagnose complex mechanical, electrical, controls, and process‑related issues by gathering operating data, identifying root causes, applying authorized corrective actions, and verifying equipment performance.
• Guide technicians and internal partners through diagnostic logic, approved work methods, and service information while escalating issues that exceed your training, authority, or technical scope.
• Coordinate assigned field service activities by clarifying priorities, sharing job information, supporting effective handoffs, and maintaining alignment with customers and internal teams.
• Train customers on equipment operation, basic maintenance, troubleshooting, and available features using approved materials, practical demonstrations, and documented follow‑up actions.
• Evaluate equipment condition and service history to recommend technically supported repairs, replacement components, upgrades, or additional services within established commercial and approval requirements.
• Complete accurate service reports, parts and labor records, test results, customer acknowledgements, and escalation details while identifying recurring issues and practical opportunities to improve service methods, documentation, training, and preventive maintenance.

Requirements

A high school diploma or equivalent, supported by relevant technical training and substantial hands‑on experience in field service, industrial equipment maintenance, commissioning, or a related environment.

Skills

• Ability to diagnose and resolve complex or infrequently occurring mechanical, electrical, controls, or process‑related equipment issues.
• Ability to interpret technical drawings, electrical schematics, specifications, equipment manuals, service bulletins, diagnostic data, and established work instructions.
• Practical experience with equipment installation, start‑up, testing, repair, preventive maintenance, and verification of corrective actions.
• Clear written and verbal communication skills for customer instruction, technical escalation, cross‑functional coordination, and accurate service documentation.
• Ability to manage changing priorities, travel logistics, tools, parts, and multiple service assignments with limited supervision.
• Sound judgment when making authorized field decisions and when escalating safety, engineering, quality, warranty, commercial, or customer concerns.
• Commitment to safe work practices, accountability, continuous learning, collaboration, and ongoing improvement, along with the ability to meet applicable driving, travel, safety‑training, and customer‑site access requirements.

Schedule

Variable schedules based on customer and service requirements.