Job Information
WestRock Company Field Service Technician in Atlanta, Georgia
Tech Support Technician - Smyrna, GA
The opportunity:
Provides remote technical service, and training expertise to customers and service personnel during the installation and maintenance of WestRock packaging machinery. The tech support is also responsible for providing support during machine troubleshooting, as well as guidance during planned maintenance as requested. Capable of information gathering and can share information with service team, update customer machinery folders and work with engineering to define machinery problems in the field.
How you will impact WestRock:
Provides remote assistance with installation and service teams on WestRock equipment in the field.
Provides remote troubleshooting of machines in the field to reduce downtime related to travel and time to site.
Manages remote assistance with installation, repair, and maintenance of WestRock machinery.
Ability to troubleshoot and repair mechanical, and electrical related problems in a safe, effective, and efficient manner over the phone/web.
Train new WestRock technicians in the safe use and proper maintenance of WestRock equipment.
Ability to accurately define and explain repairs needed over the phone and using IoT devices to plant and internal personnel.
Ability and willingness to work varying hours as required to get customer back in production as quickly and efficiently as possible.
Follow all customer policies and procedures while in their facilities.
Ability to work with and effectively communicate with plant personnel at all levels.
Ability to effectively comprehend directions being communicated by senior level technicians and other authorized personnel.
Provides input/feedback for continuous improvements and changes.
Complete FAT/PDI (acceptance testing) of machines as needed.
Provides remote support and expertise of significant machinery events.
Working knowledge of general functions and setup of multiple machinery platforms.
Ability to troubleshoot, repair and assemble electrical, mechanical, pneumatic, and hydraulic components safely and correctly with little to no supervision.
Ability to interpret electrical and pneumatic schematics required for remote troubleshooting and repair of WestRock equipment.
Ability to understand and communicate ladder logic as required to effectively repair and troubleshoot software related issues remotely via phone.
Knowledge of basic electrical codes.
PLC experience required, Allen Bradley, Rexroth, Siemens and Beckhoff
PC imagining and use of Virtual Machine Software
PC Networking and Ethernet configuration knowledge
Ability to legally travel both domestically and internationally up to 50%.
CAD Preferred AutoCAD/AutoCAD Electrical skills
Familiarity with health and safety regulations
Analytical thinker with excellent interpersonal and communication skills.
Internal Responsibilities:
Ensures call reports are properly completed after each call.
Expense reports are completed and turned in accordance with company policy.
Clears service calls and customer visits with customer service manager or authorized personnel.
Communicates daily with service manager or authorized personnel when out on service or site visits.
Assists in machinery check outs (FAT) as needed.
Provides input/feedback for continuous improvements and changes.
Trains and mentors junior service technicians.
Relationships
Reports to: Customer Service Manager or authorized personnel
Maintains internal relationships with all fellow employees
Maintains relationship with customers and WestRock plant personnel
What you need to succeed:
Proven mechanical experience of more than 10 years.
Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures.
Self-motivated individual.
Certifications, technical degrees, or military training are preferred but not required.
10 or more years’ experience in field service work.
Good interpersonal, written, and verbal communication skills.
Strong mechanical skills also involve understanding how different components work together, following safety procedures, and using the right tools for the job.
Strong PC skills: i.e. MS Word, Excel, PowerPoint, search and navigate the internet, Microsoft applications.
Ability to author accurate and concise service and expense reports.
Passport is required.
Adaptive with the ability to learn new technologies.
Be a team player and collaborate within a cross functional organization.
Able to follow strict safety guidelines.
Able to lift and carry heavy equipment up to 50 lbs.
WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.
WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.