Position Type: Contract

Title: Service Technician

Location:  Wisconsin

Pay Range: Open – Negotiable





Position Summary:   



The Service Technician is responsible for machine installations, troubleshooting and repairs at our customer sites, both domestically and internationally.

This can fluctuate between 50-80% of a Service Technician’s time.

When not traveling, other responsibilities include: supporting customers over the phone and computer; and assisting with testing, fabrication and assembly of machines, and assisting with business analysis.



Duties and Responsibilities:



  • Conduct machine installations at customer facilities.
  • Respond, troubleshoot and perform machine repair at customer facilities.
  • Train customer operators, maintenance and others.
  • Respond professionally to customer questions and concerns.
  • Maintain technical acuity to answer questions regarding equipment.
  • Attend meetings including machine testing, equipment shipment, and technician preparation.
  • Review SOW (statement of work) and other documentation for discrepancies, bring concerns to the attention of project manager.
  • Submit daily reports keeping the project manager and others updated on project progress.
  • Complete documentation as required by department.
  • Obtain customer signoff on acknowledgement documentation.
  • Assist with Service calls and remote support when in the office.
  • Participate in the 24-hour rotation call center. Responsible for one week of on-call during off hours on a rotating basis. (EG. With eight Technicians, once week every eight weeks.)
  • Share field discoveries and experience with Service Coordinator and Install Project Manager.
  • Be the voice of the customer to others in the department and EMT/Rotocontrol.
  • Perform other job-related duties as required.



Essential Knowledge, Skills and Abilities/Key Characteristics:


  • Excellent technical, mechanical and electrical aptitude and experience.
  • Proven troubleshooting skills and experience.
  • Proven customer service skills.
  • Proven teamwork skills
  • Professional communications skills.
  • Ability to de-escalate negative situations.
  • Above average computer skills.
  • Proven ability to follow through on assignments and tasks at hand.
  • Ability to travel domestically (50-80%) and internationally (5%), at a moment’s notice and for extended periods of time – typically a week and up to several weeks at a time.



Required Experience, Education and Training:

  • Associates degree in electrical-mechanical or related degree or experience.
  • Computer skills, ability to navigate and use Microsoft products including excel.
  • ERP experience, specific Epicor ERP is a plus!
  • 3 years of Service Technician experience preferred.
  • 3 years of experience utilizing mechanical/technical skills.
  • A combination of education and experience will be considered.
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