Field Service Technician - Level 2-3

Department: Parts & Service

Employment Type: Full Time

Location: Milan, Illinois, Milan, IL (120), Remote

Key Responsibilities

• Perform installations, routine maintenance, and emergency repairs at client locations
• Troubleshoot hardware, software, and mechanical/electrical issues to identify root causes.
• Determine necessary parts, repairs and maintenance to resolve machine problems.
• Collaborate with the Service Coordinator to provide timely parts quotations and service estimates.
• Build positive relationships with external and internal customers, explain repairs, and teach clients how to properly use and care for their equipment.
• Proactively review machine documentation prior to deployment to properly plan necessary tools, software and necessary resources.
• Submit accurate service reports and track use of stock parts correctly.
• Collaborate with packaging sales representatives to test packaging materials and recommend machine settings that optimize materials usage/performance at customer facilities.
• Complete OEM training as required.
• Follow all OSHA standards, machine safety documentation, client and company safety protocols.

• Full time

• Flexible hours as needed; frequent overtime and occasional weekend work.

• Up to 50% travel; open to relocation

Job Qualifications

• High School Diploma or Technical Degree
• Valid driver’s license and a clean driving record
• Valid passport or ability to obtain a passport

• Level 1: up to 2 years’ experience as a Field Service Technician or similar role.
• Level 2: up to 10 years’ experience as a Field Service Technician or similar role.
• Level 3: >10 years’ experience as a Field Service Technician in the packaging equipment industry.

• Strong knowledge of common machine hardware and software, electro/mechanical and pneumatic systems. 
• Ability to read and interpret technical manuals, CAD drawings, parts explosions, electrical prints, wiring diagrams and control logic.
• Proficient with Microsoft Office Suite, including Word, Excel, SharePoint and Outlook.
• Excellent critical thinking and problem solving skills.
• Strong interpersonal skills to build trust, manage client expectations and frustrations, and diffuse conflict. 
• Translate complex technical issues into plain English, listen actively to de-escalate stressful situations, and adapt to handle unexpected, on-site challenges.
• Comfort with non-routine environments, evolving technology, and dynamically changing scenarios.
• Basic consultative skills to educate and advise customers on solutions and options.
• Ability to work independently, manage time effectively, and prioritize tasks based on level of urgency.

• Ability to sit, stand or bend for an extended period and lift up to 50 pounds.

• Forklift & other MHE certification
• Factory certifications from leading packaging industry OEMs
• Tuition reimbursement from the PMMI Foundation for job-related training

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities