Field Service Technical Lead- Service Support

Overview ...

At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business.

Our purpose is to fortify the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT to partner with our customers and pioneer sustainable innovation.

Our values show who we are at our best. As we Serve with Integrity - Collaborate with Humility - Grow with Agility - Innovate with Impact.

The Opportunity ...

The Field Service Technical Lead serves as a key technical and operational resource within the service team, specializing in the HPP product line. This role combines advanced technical expertise with coordination responsibilities, including scheduling, quoting, order processing, and dispatching field service technicians. As a technical support lead, the individual will provide remote support for pneumatic, hydraulic, mechanical, and electrical troubleshooting, working closely with both customers and internal teams to resolve complex issues. The role also involves collaborating with engineering on technical service bulletins and supporting cross-functional initiatives to enhance customer satisfaction and operational efficiency. 

Technical Support: 

• Act as a technical specialist for the HPP product line, providing remote support for troubleshooting pneumatic, hydraulic, mechanical, and electrical systems. 

• Read and interpret electrical and mechanical schematics to diagnose and resolve equipment and controls issues. 

• Collaborate with engineering to prepare and distribute technical service bulletins, ensuring accurate communication of updates and improvements. 

• Utilize remote access tools to assist customers and field technicians with equipment troubleshooting and repairs.
• Participate in a rotational 24-hour on-call schedule, providing technical support outside regular business hours and ensuring seamless coverage with other team members. 

 Operational Coordination: 

• Serve as the first point of contact for customer service requests and parts research inquiries, responding promptly via phone and email. 

• Schedule and dispatch field service technicians, optimizing resource utilization and efficiency. 

• Create and manage Salesforce work orders, service appointments, and change order follow-ups to ensure accurate tracking and execution of service requests. 

• Generate service quotes for break-fix and scheduled services, coordinating with customers throughout the service process. 

• Facilitate order entry into the ERP system, maintaining accuracy and adherence to company protocols. 

• Assign remote support cases to team members based on availability and workload, stepping in to resolve cases as needed. 

• Work with customers to secure updated purchase orders and change orders for service modifications, ensuring clear communication and timely resolutions. 

• Coordinate with the service manager on personnel or site-related issues requiring escalation. 

Education/Skills:

• Bachelor’s degree in a technical field or equivalent work experience. 
• 5-7 years of experience in a service coordination troubleshooting, with strong expertise in pneumatic, hydraulic, mechanical, and electrical systems. Previous Technical support experience a plus.  
• Proficiency in reading and interpreting electrical and mechanical schematics. 
• Advanced computer skills (IE: WORD EXCEL) with knowledge of ERP systems and Salesforce for order management and scheduling. 
• Strong communication and customer service skills, with the ability to manage multiple priorities effectively. 
• Experience providing remote technical support and troubleshooting complex systems preferred. 
• Familiarity with the HPP product line and related technologies is highly desirable. 
• Excellent teamwork, organizational, and problem-solving skills. 

Why work at JBT ...

Work Environment:

• Primarily office-based, with occasional remote support requiring responsiveness to customer needs. 
• Frequent use of computers and telecommunication tools for extended periods. 
• Participation in a rotational on-call schedule outside regular business hours.
• Occasional travel required, with occasional visits to customer sites or for training sessions. 

Benefits:

JBT Marel offers the growth potential of a company with a developing technology that is unique in its field, plus frequent company-sponsored events and a competitive benefits package that includes medical, dental and vision coverage and 401(k) plan.

Compensation Range: $65,000 to $70,000 Compensation is determined on experience and skill. This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all responsibilities someone in this position may perform. All employees of JBT are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job responsibilities. 

Equal Opportunity Employment:

John Bean Technologies Corporation ("JBT") provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time. JBT will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact Erika Cano at 863-340-9445 or email HR.Lakeland@jbtc.com

Salary : $65,000 - $70,000