Service Technician/Assembler

Job Summary:

As an Assembler & Service Technician for our Secondary Packaging Systems, you will serve as a key technical representative of the company both in-house and at customer sites. This role is responsible for machine assembly, testing, installation, commissioning, training, and after-sales technical support.
While not traveling, the technician will actively support in-house assembly, testing, documentation, and cross-functional collaboration with Engineering, Production, Project Management, and Customer Care to ensure successful and efficient field service executions.

Job Responsibilities:

Field Service & Customer Support

1.    Perform machine installation, commissioning, start-up, troubleshooting, and service for domestic and international customers.
2.    Act as the company’s technical representative on-site, ensuring customer satisfaction and successful project delivery.
3.    Provide on-site customer training to ensure safe and efficient machine operation.
4.    Maintain clear, professional, and customer-focused communication throughout service visits.
5.    Respect project timelines, service schedules, contracts, and assigned work orders.
6.    Submit accurate daily field service reports, including job status, issues, and progress.
7.    Participate in pre-departure and job-closing calls with Customer Care and internal teams.
8.    Provide technical counseling and recommendations, including spare parts strategy and preventive maintenance solutions.
9.    Support sales initiatives through machine demonstrations, technical presentations, and operational assistance when required.
10.    Provide remote technical support via phone or video conferencing when needed.
11.    Work in shipping/crating/fabrication as needed.
12.    The employee must be available and willing to work overtime when requested by the supervisor to meet operational and business requirements.
13.    All other duties as assigned.  

Travel Requirements & Policy

14.    The average annual travel requirement is approximately 50%.
15.    This position requires travel up to a maximum of two (2) weeks per month, in accordance with company policy.
16.    Travel assignments are not scheduled for two consecutive weeks for different customers, supporting work-life balance and operational efficiency.
17.    In exceptional cases involving large-scale projects or complex installations, two consecutive weeks at a single customer site may be required, representing approximately 2 times a year.

Assembly, Testing & In-House Support

18.    Read, interpret, and work from mechanical drawings, layouts, schematics, shop packets, and work instructions.
19.    Perform mechanical assembly, alignment, adjustments, and system integration of packaging machinery.
20.    Install pneumatic systems, tubing, wiring, cables, and related components.
21.    Perform basic machining operations when required.
22.    Lead and support machine testing and integration in accordance with customer specifications and sales orders.
23.    Analyze, document, and record test results, including NCRs, ECRs, and EIRs as applicable.
24.    Repair, rework, and improve parts or systems as needed, ensuring proper documentation.
25.    Build, update, and improve assembly documentation, manuals, training materials, and technical guides.
26.    Apply and respect 6S principles, company standards, safety rules, and internal procedures.
27.    Assist in machine preparation, crating, and shipping activities when required.

Continuous Improvement & Team Collaboration

28.    Actively participate in continuous improvement initiatives related to machine design, software, upgrades, and service processes.
29.    Provide feedback for machine and process improvements based on field experience.
30.    Participate in the creation of photo and video documentation during assembly and field service activities.
31.    Share documentation, media, and reports through internal systems (FTP or equivalent).
32.    Support the onboarding, integration, and training of new technicians and interns.
33.    Work closely with Assembly, Engineering, Project Management, Sales, and Customer Care teams.