Field Service Tech

POSITION TITLE: Field Service Technician

REPORTS TO: Field Service Supervisor

LOCATION: Remote- Pennsylvania or Chicago area

DEPARTMENT: Lifecycle Services

POSITION TYPE: Regular Full-time

Date: October 23, 2025

FLSA STATUS: Non-Exempt

This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit.

POSITION SUMMARY: The Field Service Technician serves as a primary resource for service and support on mechanical and automation control issues across the full PPM product line. This role combines advanced problem-solving skills, technical expertise, and strong customer service to diagnose and resolve complex issues quickly and effectively. Responsibilities include providing both remote and on-site technical support, performing planned and emergency services, recommending and installing upgrades, and ensuring equipment operates at peak performance. Technicians will travel to customer sites to perform installation, start-up/commissioning, preventive maintenance, audits, repairs, and training. A solid understanding of PLCs, VFDs, motion control systems, and related components is essential for success in this role.

POSITION DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Perform field service visits at customer sites to install, commission, calibrate, troubleshoot, and maintain PPM provided equipment, including vibratory conveyors, seasoning equipment, belt conveyors and fryers, and automation control systems, including PLCs, HMIs, VFDs, sensors, and related hardware.
• Execute mechanical and upgrades and retrofits, program modifications, logic debugging, and performance tuning to optimize machine operation.
• Conduct on-site meetings with customer contacts to explain project scope, review completed work, and train customer personnel on control system operation, programming interface, diagnostics, and preventive maintenance best practices.
• Meet service delivery performance targets, including rapid response time, first-time fix rate, and high customer satisfaction scores.
• Communicate effectively with field service management, engineering, and technical support teams to resolve control system issues efficiently.
• Complete all required documentation (service reports, timesheets, CRM entries, expenses) accurately and timely.
• Review machine control schematics, electrical drawings, and PLC programs prior to service visits to ensure preparedness.
• Diagnose control system issues using tools such as multimeters, oscilloscopes, programming software, and network diagnostic utilities.
• Dismantle, repair, or replace control system components, such as input/output modules, HMI panels, drives, and wiring assemblies.
• Provide remote technical support to customers and internal staff, including PLC program analysis and troubleshooting over phone or email.
• Lead or support escalated cases requiring advanced controls expertise, coordinating directly with engineering as needed.
• Troubleshoot and resolve PLC logic errors, HMI communication faults, I/O mapping issues, and automation sequence problems to restore proper operation.
• Develop and update technical documentation, wiring diagrams, troubleshooting guides, and training materials for controls systems.
• Collaborate with engineering on new control system designs, beta testing, and continuous improvement initiatives.
• Maintain flexibility to provide after-hours and weekend support when required.
• Travel extensively (up to 80%), including international travel, to support customer sites

POSITION SPECIFIC COMPETNCIES

• Technical Expertise – Strong knowledge of mechanical systems, Ethernet network topologies, industrial electronics (starters, contactors, circuit breakers, sensors, controllers, AC/DC/servo drives), and common industrial machine operations. Proficient with a wide variety of hand tools.
• Problem Solving & Analysis – Skilled in root cause analysis, troubleshooting complex technical issues, and applying analytical thinking to develop effective solutions.
• Customer Focus – Demonstrates excellent customer service, a strong sense of urgency, and commitment to delivering results that meet or exceed customer expectations.
• Communication Skills – Clear and effective in both verbal and written communication, adapting style to the audience for maximum understanding.
• Teamwork & Collaboration – Works cooperatively across teams, contributing expertise and supporting shared goals.
• Self-Management – Manages time, priorities, and resources effectively while taking initiative and maintaining attention to detail.

POSITION REQUIREMENTS:

•  AA Degree or equivalent certificate from a college or technical school
• Technical ability to read and interpret drawings.
• Five years or more experience in the packaging and/or automation industry in field service, engineering or manufacturing function.
• Bilingual is a benefit
• Technical writing experience a plus

CERTIFICATES AND LICENSES

• Must have a valid driver license. Will have a major credit card for travel emergencies (or be eligible to obtain a company-sponsored card). There are opportunities to travel out of country to worldwide locations, so an up-to-date US passport is required. Bilingual (Spanish) preferred.

PHYSICAL REQUIREMENTS: 

The physical demands described here 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 stand. The employee frequently is required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: 

While performing the duties of this job, the employee is occasionally exposed to wet, cold, and/or humid conditions, moving mechanical parts, toxic or caustic chemicals, risk of electrical shock, arc flash, and vibration.  The noise level in the work environment is usually quiet but can be extreme at customer locations.