Senior Field Service Technician - Carolinas or VirginiaThe opportunity: The Senior Field Service Technician position: provides technical assistance to customers in the installation and maintenance of WestRock packaging machinery. This assistance includes machine audits, planned maintenance and other customer requested technical services, including troubleshooting and resolution. Provides independent support to the customer. Is capable of information gathering and is able to bring the knowledge from the field back to WestRock Service Management, Engineering and Sales. Assists and potentially leads in the development and training of lesser experienced WestRock service technicians.How you will impact WestRock:
Provides on-site customer services including installations, preventative maintenance, audits, and troubleshooting.
Provides accurate and timely service, audit, installation and expense reports.
Provides input/feedback for continuous improvements and changes.
Provides installation and commissioning support for new machines in customer’s facilities.
General Functions, Skills, and Responsibilities
Installation and servicing of WestRock Packaging Machinery
Lead others in the installation and servicing of WestRock Packaging Machinery
Support of equipment both mechanically and electrically
Troubleshooting of equipment both mechanically and electrically
Trouble resolution of both mechanical and electrical issues across multiple machinery platforms
Sell services and parts based on audits
Training of lesser experienced technicians in auditing of machinery
Support machinery production in Atlanta as needed
Possibility of supporting machinery production in Chateauroux, France as needed
Schedules are often dictated by customer requirements
Report to regional service manager daily
Conduct an exit interview with customer prior to leaving the job
Communicates directly with appropriate persons for issue resolution, i.e. account manager, customer, regional service manager, engineering, etc
Complete expense reports at the conclusion of each job
Follow WestRock and customer work/safety rules while in customers facility
Maintain working relationship with fellow employees and customers
Training of operators and mechanics in safe operation, changeovers, and PM procedures.
Training of WestRock technicians in safe operation, changeovers, and PM procedures.
Complete FAT/PDI (acceptance testing) of machines as needed
Organize, lead, and operational completion of significant machinery events, i.e. overhaul or Slipstream E1
In depth knowledge of detailed functions and setup of multiple machinery platforms
What you need to succeed:
Technical degree is a plus, but not required
Previous field service work is required
Good personality for customer relations
Good written and verbal communication skills
Self-motivated
Strong mechanical abilities
PC skills, i.e. MS Word, Excel, PowerPoint, search and navigation the internet, Google apps
Ability to follow and comprehend basic programming structures, i.e. ladder logic
Writes accurate and concise service and expense reports
Writes procedure and training documents
Executes training programs based on developed documentation and individual needs
90% world-wide travel with nonstandard workweeks hours including weekends, holidays and night shifts
Passport is required
Ability to travel to within the USA and to Mexico, Canada, and Europe is expected
Ability to learn new technologies.
Be a team player.
Willing to follow strict safety guidelines.
Understanding of and ability to follow electrical and mechanical drawings/schematics
Physical Requirement
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:
Lift 50lbs, some heavy lifting and considerable moving of equipment required.
Stand on your feet for 10+ hour
Sit, stoop, kneel, or crouch
Ladders or heights when needed
Work off shifts (2nd shift, 3rd shift)
Work unsupervised
Sit on airplanes for extended periods of time (10 + hours)
Be able to work 12-hour shifts.
Stand; walk, use hands to finger, handle or feel, reach with hands and arms, talk, and hear.
Use standard business equipment, such as computers, calculators, copying and fax machines.
Work around electricity and in small spaces.
Performance Measurements
Accomplishing WestRock and service objectives
Expense management
Effectiveness with computer skills
Quality of work
Customer satisfaction
Working with colleagues and customers
Timeliness and accuracy of service paperwork, i.e. audits, service reports, expense reports
Effective direction of others while at a customer location or on a project
Training RequirementsSafety training includes:
General Safety, Hazard Communication, Hazard Recognition, reporting, and resolution; personal protective equipment; Lock-out Tag-out; Pallet Jack and Forklift Safety; Hearing Conservation, Emergency Action Plan, Disaster Recovery, Plant Safety Rules, Safe Lifting, Hot Work, Respirator Safety, Confined Space, Electrical Safety, other programs as required.
Job related training includes:
Maintenance standard operating procedures, quality procedures, customer specifications.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to:
Moving equipment.
Heat, and fumes.
The noise level in the work environment is moderate to loud.
Personal Protective Equipment Used on the Job
Safety Glasses, hearing protection, gloves, welding and/or other personal protective equipment and required while performing certain tasks or visiting certain areas.
What we offer:
Corporate culture is based on integrity, respect, accountability, and excellence.
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies, and potential.
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.