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Lead Service Technician

4 months ago

Washington, United States WestRock Full time

**Senior Field Service Technician** - Washington

**The 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