Job Description
Field Service Technician - Level 2-3
Field Service Technician - Level 2-3Department: Parts & ServiceEmployment Type: Full TimeLocation: Milan, IL (120)Reporting To: Maria BadgerCompensation: $35.00 - $45.00 / hourDescriptionField Service Technicians are the onsite face of Group O and play a vital role in ensuring the optimal performance of packaging equipment and integrated systems at our customers’ facilities. You will work on a diverse range of machinery, while delivering exceptional customer service. You’ll be responsible for training machine operators and maintenance personnel, and assisting packaging sales representatives with materials tests. This position requires a blend of technical expertise, critical thinking and communication skills, and the ability to work independently in various settings. The ideal candidate is a technically proficient professional with experience diagnosing and repairing hardware, software, electro/mechanical and pneumatic systems.Key ResponsibilitiesEssential Functions: 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. Position type:Full timeExpected hours of work:Flexible hours as needed; frequent overtime and occasional weekend work.Travel:Up to 50% travel; open to relocationJob QualificationsEducation/Certifications: High School Diploma or Technical Degree Valid driver’s license and a clean driving record Valid passport or ability to obtain a passport Experience: 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. Skills and Qualifications: 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. Physical Requirements:Ability to sit, stand or bend for an extended period and lift up to 50 pounds.Training Opportunities: Forklift & other MHE certification Factory certifications from leading packaging industry OEMs Tuition reimbursement from the PMMI Foundation for job-related training Key Performance Indicators: Pre-Service Preparation – 98% Target: Review machine documentation, service history, tools, software, and required resources before deployment to improve first-visit resolution and reduce delays. Service Documentation Accuracy – 98% Target: Submit accurate service reports within 24 business hours of completion to support timely parts ordering and service billing, and professionally document repairs. Customer Satisfaction and Training Effectiveness – 95% Target: Provide clear operator and maintenance training, explain repairs in plain language, and maintain positive feedback based on professionalism, communication, and quality of technical support. Technical Skill Development – 100% Target: Complete a minimum of two (2) OEM training and job-related certifications per year to maintain technical knowledge and develop new skills as technology evolves. Safety and Compliance – 100% Target: Consistently follow OSHA/NFPA standards, documented machine safety procedures, customer site requirements, and Group O safety protocols with a goal of zero preventable safety incidents. 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