Field Service Technician

NCC AUTOMATED SYSTEMS, AN ATS COMPANY

Position Title: Field Service Technician

Department: Aftermarket / Field Service

Reports To: Service Manager

Location: Customer Sites / Travel-Based Position

Position Summary

NCC is a leader in providing flexible engineered conveyor, weighing, and automation systems for food processing and packaging environments. Our strength lies in delivering turnkey solutions utilizing equipment from a variety of providers, supported by our own design and manufacturing capabilities.

As part of NCC's commitment to customer success, the Field Service Technician plays a critical role in supporting our customers' operational needs through both reactive and proactive service activities. This position serves as the primary onsite representative of NCC, ensuring successful installation, commissioning, troubleshooting, training, and support of customer equipment and systems. The Field Service Technician is responsible for building and maintaining strong customer relationships while delivering exceptional technical expertise and service excellence.

Because this role requires extensive travel and direct customer interaction, professionalism, communication, and customer focus are essential to success.

Essential Duties and Responsibilities

Customer Service & Technical Support

• Serve as the primary onsite representative and communication link between the customer and NCC support teams.
• Provide exceptional customer service while developing and maintaining strong customer relationships.
• Deliver proactive and reactive support to customer operations and equipment.
• Diagnose and resolve mechanical, electrical, controls, and system-related issues at customer facilities.
• Provide remote technical support as required.
• Ensure customer satisfaction through timely issue resolution and effective communication.

Installation & Commissioning

• Lead and oversee installation, startup, commissioning, and acceptance of NCC-supplied equipment and systems.
• Coordinate activities involving NCC personnel, customers, subcontractors, and vendors during field assignments.
• Verify equipment performance against project requirements and customer expectations.
• Conduct equipment calibration and certification activities as required.

Training & Knowledge Transfer

• Deliver formal and informal customer training programs on equipment operation, maintenance, and best practices.
• Ensure customers are informed before, during, and after field service activities.
• Provide technical guidance and recommendations for sustained system performance.

Project & Service Management

• Plan and manage all aspects of assigned service activities and customer visits.
• Conduct pre-visit kickoff meetings to ensure alignment of objectives and expectations.
• Coordinate travel logistics and site requirements.
• Maintain project documentation and communicate lessons learned to internal teams.
• Prepare detailed service reports documenting work performed, findings, recommendations, and follow-up actions.
• Manage subcontractors and vendors supporting field activities.

Safety & Compliance

• Follow all NCC Field Service procedures and safety requirements.
• Conduct onsite safety assessments to ensure safe operating conditions.
• Ensure compliance with customer safety policies, NCC standards, and regulatory requirements.
• Promote a culture of safety and continuous improvement.

Administrative Responsibilities

• Submit accurate and timely expense reports.
• Complete time reporting in GSS accurately and on schedule.
• Maintain documentation related to field activities and customer interactions.
• Control service-related costs within approved budgets.

Continuous Improvement

• Maintain and enhance technical expertise through ongoing training and development.
• Support implementation of the NCC Aftermarket Leadership Vision.
• Provide feedback to engineering, project management, and leadership teams for process and product improvements.

Key Areas of Responsibility

• Installation and Commissioning
• Calibration and Certification of Equipment
• Formal and Informal Customer Training
• Onsite Troubleshooting and Problem Resolution
• Remote Technical Support
• Customer Relationship Management
• Safety and Compliance
• Service Reporting and Documentation
• Travel and Logistics Coordination
• Cost Control and Operational Efficiency

Required Competencies

Technical Competencies

• Strong mechanical, electrical, and automation troubleshooting skills.
• Ability to read and interpret technical drawings, schematics, manuals, and procedures.
• Knowledge of conveyors, weighing systems, automation systems, and food processing equipment preferred.
• Understanding of commissioning and startup processes.

Professional Competencies

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building skills.
• Outstanding problem-solving and analytical abilities.
• Ability to work independently with minimal supervision.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Education and Experience

• Associate degree in Engineering Technology, Industrial Maintenance, Electrical Technology, Mechanical Technology, or related field preferred.
• Equivalent combination of education, technical training, and field service experience may be considered.
• Experience in industrial equipment installation, commissioning, maintenance, or field service preferred.
• Experience working in food processing, packaging, material handling, or automation environments is a plus.

Travel Requirements

• Extensive travel required, including overnight, weekend, and extended customer-site assignments.
• Ability to travel domestically and internationally, as needed.
• Valid driver's license and acceptable driving record required.

Physical Requirements

• Ability to stand, walk, climb, kneel, bend, and lift equipment or materials up to 50 pounds.
• Ability to work in manufacturing, food processing, warehouse, and customer production environments.
• Ability to work at heights and in varying environmental conditions when required.
• Ability to wear required personal protective equipment (PPE).

Success Measures

• Customer Satisfaction
• Service Quality and Responsiveness
• Effective Communication
• Safety Performance
• Training Effectiveness
• Timely Project Completion
• Accurate Documentation and Reporting
• Support of NCC Aftermarket Growth Initiatives