What are the responsibilities and job description for the Field Service Technician position at Oliver Packaging and Equipment Company?
If you are looking for a company that puts employees first, join our team! In addition to base pay we have a generous benefit package which includes a bonus plan. We have a 5% 401k match and give 15 days of paid time off plus 10 paid holidays in your first year (pro-rated in year one).
Our culture is made up of people committed to create and deliver packaging and equipment all over the world. You will find Oliver equipment in places like Walmart or Panera Bread. These packaging solutions also help schools provide meals, support homebound seniors through Meals on Wheels are used to deliver nutritious meals to patients recovering after an illness.
Field Service Technician
**Please Note: It is a requirement that the candidate be bilingual in English and Spanish**
Position Summary
This position is responsible for maintaining customer relationships by performing preventative maintenance and troubleshooting customer machines in the field.
Primary Responsibilities
- Maintains residence within the territory being served, traveling to customer facilities in need of machine repair and/or maintenance.
- Responds promptly to customers in need of service and solicits feedback to improve current level of service.
- Ensure timely and accurate processing of repair part orders.
- Develops preventative maintenance schedule for machines within their designated territory to ensure all contractual obligations are met.
- Relays voice of customer feedback to internal teams so improvements can be applied in other territories.
- While on site with customers, listen to their wants and needs, upsell new products where applicable.
- Uses phone, email, and other sources of communication to initiate maintenance calls and communicate with customers regularly. Has the ability to use independent judgment with respect to matters of customer service.
- Provide education to customers on proper care of machines.
- Ensure timely and accurate report updates in CSI (PM summary)
- Communicate with territory Account Manager any customer specific concerns that they need to help address, such as replacement of machines or adjusting machine location information in CSI.
- Engage as part of staff rotating after hours on call customer support
- Other duties as assigned by management
Basic Qualifications
Education:
- High school diploma, trade certificate program.
Experience:
- 2 years of related technical service, or equivalent combination of education and experience.
Other Requirements:
- Fluency in English and Spanish is required to effectively communicate with diverse clients, team members, and stakeholders.
- Strong interpersonal, verbal and written communication skills
- Desire to drive accountability across project teams and cross functional teams
- Outgoing personality and a “my pleasure” attitude
- Strong teamwork, active listening and problem-solving skills
- Able to work independently or as member of a team; must be organized and meet deadlines in stressful situations
Technical Skills
- Strong Microsoft Office skills and experience with ERP and business applications
- Demonstrated ability to follow through on details and enter data into computer systems quickly and accurately
Location & Travel Requirements
- This position is based in the Southeast region of the United States. Prefer candidates to be based in North Carolina, South Carolina, or Georgia.
- Position requires frequent travel (up to 80%). Position services the Southeastern territory (VA, WVA, NC, SC, GA, FL, AL, MS, and LA)
Job Type: Full-time
Pay: $70,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) 5% Match
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Tools provided
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
- On call
Language:
- Spanish (Required)
License/Certification:
- Driver's License (Required)
Willingness to travel:
- 75% (Preferred)
Work Location: On the road
Salary : $70,000 - $85,000
