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Job Information

WestRock Company Lead Service Technician in Raleigh, North Carolina

Senior Field Service Technician - North Carolina

The opportunity:

The Senior Field Service Technician position: provides technical assistance to customers in the installation and maintenance of WestRock packaging machinery. This assistance includes machine audits, planned maintenance and other customer requested technical services, including troubleshooting and resolution. Provides independent support to the customer. Is capable of information gathering and is able to bring the knowledge from the field back to WestRock Service Management, Engineering and Sales. Assists and potentially leads in the development and training of lesser experienced WestRock service technicians.

How you will impact WestRock:

  • Provides on-site customer services including installations, preventative maintenance, audits, and troubleshooting.

  • Provides accurate and timely service, audit, installation and expense reports.

  • Provides input/feedback for continuous improvements and changes.

  • Provides installation and commissioning support for new machines in customer’s facilities.

General Functions, Skills, and Responsibilities

  • Installation and servicing of WestRock Packaging Machinery

  • Lead others in the installation and servicing of WestRock Packaging Machinery

  • Support of equipment both mechanically and electrically

  • Troubleshooting of equipment both mechanically and electrically

  • Trouble resolution of both mechanical and electrical issues across multiple machinery platforms

  • Sell services and parts based on audits

  • Training of lesser experienced technicians in auditing of machinery

  • Support machinery production in Atlanta as needed

  • Possibility of supporting machinery production in Chateauroux, France as needed

  • Schedules are often dictated by customer requirements

  • Report to regional service manager daily

  • Conduct an exit interview with customer prior to leaving the job

  • Communicates directly with appropriate persons for issue resolution, i.e. account manager, customer, regional service manager, engineering, etc

  • Complete expense reports at the conclusion of each job

  • Follow WestRock and customer work/safety rules while in customers facility

  • Maintain working relationship with fellow employees and customers

  • Training of operators and mechanics in safe operation, changeovers, and PM procedures.

  • Training of WestRock technicians in safe operation, changeovers, and PM procedures.

  • Complete FAT/PDI (acceptance testing) of machines as needed

  • Organize, lead, and operational completion of significant machinery events, i.e. overhaul or Slipstream E1

  • In depth knowledge of detailed functions and setup of multiple machinery platforms

What you need to succeed:

  • Technical degree is a plus, but not required

  • Previous field service work is required

  • Good personality for customer relations

  • Good written and verbal communication skills

  • Self-motivated

  • Strong mechanical abilities

  • PC skills, i.e. MS Word, Excel, PowerPoint, search and navigation the internet, Google apps

  • Ability to follow and comprehend basic programming structures, i.e. ladder logic

  • Writes accurate and concise service and expense reports

  • Writes procedure and training documents

  • Executes training programs based on developed documentation and individual needs

  • 90% world-wide travel with nonstandard workweeks hours including weekends, holidays and night shifts

  • Passport is required

  • Ability to travel to within the USA and to Mexico, Canada, and Europe is expected

  • Ability to learn new technologies.

  • Be a team player.

  • Willing to follow strict safety guidelines.

  • Understanding of and ability to follow electrical and mechanical drawings/schematics

Physical Requirement

  • The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:

  • Lift 50lbs, some heavy lifting and considerable moving of equipment required.

  • Stand on your feet for 10+ hour

  • Sit, stoop, kneel, or crouch

  • Ladders or heights when needed

  • Work off shifts (2nd shift, 3rd shift)

  • Work unsupervised

  • Sit on airplanes for extended periods of time (10 + hours)

  • Be able to work 12-hour shifts.

  • Stand; walk, use hands to finger, handle or feel, reach with hands and arms, talk, and hear.

  • Use standard business equipment, such as computers, calculators, copying and fax machines.

  • Work around electricity and in small spaces.

Performance Measurements

  • Accomplishing WestRock and service objectives

  • Expense management

  • Effectiveness with computer skills

  • Quality of work

  • Customer satisfaction

  • Working with colleagues and customers

  • Timeliness and accuracy of service paperwork, i.e. audits, service reports, expense reports

  • Effective direction of others while at a customer location or on a project

Training Requirements

Safety training includes:

  • General Safety, Hazard Communication, Hazard Recognition, reporting, and resolution; personal protective equipment; Lock-out Tag-out; Pallet Jack and Forklift Safety; Hearing Conservation, Emergency Action Plan, Disaster Recovery, Plant Safety Rules, Safe Lifting, Hot Work, Respirator Safety, Confined Space, Electrical Safety, other programs as required.

  • Job related training includes:

  • Maintenance standard operating procedures, quality procedures, customer specifications.

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to:

  • Moving equipment.

  • Heat, and fumes.

  • The noise level in the work environment is moderate to loud.

Personal Protective Equipment Used on the Job

  • Safety Glasses, hearing protection, gloves, welding and/or other personal protective equipment and required while performing certain tasks or visiting certain areas.

What we offer:

  • Corporate culture is based on integrity, respect, accountability, and excellence.

  • Comprehensive training with numerous learning and development opportunities

  • An attractive salary reflecting skills, competencies, and potential.

  • A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.

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.

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