What are the responsibilities and job description for the Field Service Technician position at Sterling Engineering Inc.?
Job Description
Job Description
Job Title : Field Service Technician
Target Pay : $30-$40 / hour (Lot of OT pay due to travel)
General Summary :
The Field Service Technician is responsible for ensuring customer satisfaction through the installation, training, and ongoing support of new and installed equipment. This role serves as the primary point of contact between the company and its customers after a machine has been shipped. When not traveling to customer sites, the technician will conduct pre-shipment testing and checkout of new machines at the corporate headquarters.
Essential Duties and Responsibilities :
1. Customer Support & Service
Provide technical support to customers, addressing inquiries related to equipment functionality and design.
Deliver training on the proper operation and maintenance of company-supplied equipment.
Oversee installation, repair, maintenance, and testing of machinery at customer sites.
Adhere to company and customer procedures and protocols.
2. Internal Operations Support
Assist in Factory Acceptance Tests (FAT) as required.
Conduct final machine inspections and testing before shipment.
Provide assembly assistance when needed.
Offer technical phone support to customers and internal teams.
Identify new customer opportunities and communicate them to the sales team.
Build and maintain strong relationships with customers.
3. General Responsibilities
Diagnose and resolve technical issues with equipment.
Generate detailed service reports in a timely manner.
Document procedures and processes as needed.
Operate company and rental vehicles as required.
Collaborate with the technical team and share insights across the organization.
Maintain accurate records of customer interactions and service activities.
Supervisory Responsibilities :
None
Required Knowledge, Skills, and Abilities :
Strong understanding of machine requirements and their integration with customer systems.
Proficient in electro-mechanical troubleshooting.
Excellent verbal and written communication skills.
Ability to remain calm and effective under pressure.
Strong organizational skills with the ability to manage multiple tasks and projects.
Computer literacy, including the ability to generate reports and document customer interactions.
Proven problem-solving skills and ability to identify root causes of technical issues.
Strong judgment, creativity, and analytical thinking.
Education and Experience :
High school diploma or GED required.
Minimum of 3-5 years of experience in field service, customer service, or a related technical role.
Licensing & Certifications :
Valid driver’s license required.
Technology & Equipment Proficiencies :
Strong working knowledge of mechanical and electrical systems in packaging equipment.
Experience troubleshooting, testing, repairing, and servicing technical equipment.
Experience with filling equipment is highly desirable.
Ability to work a flexible schedule and travel as required.
Physical Demands :
Standing : Up to 100% of the workday.
Walking : Frequent.
Bending : Frequent.
Lifting : Up to 50 lbs.
Sitting : Up to 95% of the workday when not in the field.
Work Environment :
Field service at customer facilities.
Travel required up to 75% of the time (primarily domestic, with occasional international travel).
Salary : $30 - $40
