Senior Packaging Automation Technician III

Key Accountabilities

• Travel to customers locations to provide coordinated installations and efficiently troubleshoot, diagnose, and repair across a broad range of mechanical and electromechanical packaging equipment, including specialized components common across platforms (pneumatics, sensors, drives, controls).
• Effectively isolate equipment malfunctions and take corrective action.
• Maintain the daily service repair needs of the customer by driving customer satisfaction through Service Excellence.
• Provide timely and accurate phone support and troubleshooting to customers and internal departments.
• Research and answer complex customer questions about product features and recommend appropriate resolutions and/or upgrades.
• Research and place orders for parts.
• Log service requests and document work on a timely basis to ensure proper resolution of requests, proper billing and communication with relevant parties.
• Collaborate with Sales departments on designs for customer custom applications.
• Provide technical insight on integration options of automation hardware.
• Aid in providing demonstrations of equipment and systems.
• Pass along any potential customer sales leads to internal departments.
• Actively support the development of Packaging Service Technician I and II team members through mentoring, knowledge transfer, and on-the-job coaching.
• Continually look for ways to improve processes and systems to make them more efficient and effective.
• May perform some internal preventative maintenance and support as needed.

Knowledge, Skills and Abilities

• Associates or Advanced Degree in a field related to electronic engineering technology or computer technology required.
• 7+ years’ experience diagnosing and repairing mechanical, electromechanical, or technical equipment, with substantial exposure to packaging automation.
• Willingness and ability to obtain certifications on applicable machines.
• Advanced Mechanical problem-solving skills.
• Recognized internally and externally for technical breadth, problem-solving creativity, and the ability to resolve issues that escape resolution at other tiers.
• Strong customer-service skills including strong interpersonal conflict resolution ability.
• Recognized for “grace under pressure” on the highest-stakes customer calls; serves as the steadying presence for both customers and the service team during critical incidents.
• Strong ability to effectively communicate, build rapport and interface effectively with individuals from diverse backgrounds.
• Organization and project management skills strongly preferred.
• Proficient in Microsoft Word, Excel, and Outlook.
• Valid Driver’s license and reliable transportation and ability to travel to customer locations.
• Ability to occasionally lift 50 pounds, lifting 5-40 pounds often.

Work Environment

• Work is performed at customer locations and involves a variety of warehouse and manufacturing conditions including fluctuating temperatures and noise levels.
• Physical requirements include ability to walk on uneven terrain, quickly exit unsafe areas, visually assess objects, audibly recognize various warning sounds, climb ladder steps, bend, stoop and crouch and sit and stand for extended periods.
• Ability to occasionally lift 50 pounds, lifting 5-40 pounds often.
• Risk of physical injury (cuts, bruises, pinches, etc.), risk of electrical shock.
• Exposure to chemicals, solvents and dust.
• Frequent driving during the workday.
• Some overnight travel will be required.

Benefits

• Comprehensive benefits package, including medical, dental, and vision insurance, healthy savings account (HSA), a 401(k) with company match, paid time off (PTO), Volunteer Time Off (VTO), company-paid life insurance and Long-Term Disability (LTD), and other wellness programs.