Field Service Technician (job description)

We have partnered with a Global Packaging and Printing Company to lead a search for their Field Service Technician role near Cincinnati Ohio.

Reports to: Manager of Quality Systems and Safety

Position Description:
Provides technical support and training to personnel, supports sales, and ensures efficient operation and customer satisfaction.

Primary Responsibilities:
Operational responsibility for service delivery and equipment maintenance:

·         Manage number of customer complaints through differentiating formal and informal customer complaints.

·         Build relationships with customers to help anticipate issues to enable plant throughput.

Sample, rework and/or sort suspect product at customer sites as needed.

·         Initiate improvement requests for customer locations that have documented need. 

·         Identify customer packing les that seem to create defects and provide possible solutions to optimize the machine performance.

·         Manage new business accounts transition steps which impacts customer satisfaction.

·         Manage customer interface in conjunction with customer service, sales, and operations.

·         Alignment with operations and service at Zumbiel.

Key Performance Metrics:  

·         Equipment Availability (OEE)

·         Meet T&E plan month to month and yearly

·         Courtesy visits to customers

·         Feedback to customers on corrective action reports and credits

·         Develop action plans to improve moving forward

Key areas for backup:         

·         Regulatory compliance, records, reporting, and documentation (EPA, etc.)

·         Building records, drawings, and documentation maintenance

·         Equipment records, drawings, and documentation maintenance