Field Service Technician

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Job description

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

OEM and contractor contracts

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