Field Service Technician

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Bell and Howell delivers technology-driven automation services and automation solutions that help businesses optimize performance, reduce downtime, and improve customer experiences. Our Automation Services provide a dedicated team of expert mechatronic service engineers covering North America, backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next‑generation equipment delivering best‑in‑class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Location: Detroit, MI

Hourly Range: $23–$30 per hour

The Field Customer Service Engineer serves as the primary customer contact on technical and service‑related problems on a wide range of industrial, robotic and printing equipment. Diagnoses electronic, mechanical, software and system failures using established procedures provided by our highly rated service training department. This job may include any aspect of field support, including electrical/electronics, hardware, software, PC’s and networking. Provides technical support to customers on operational or maintenance aspects of system equipment.

Determines the most cost‑effective repair/resolution to minimize customer downtime.

NOTE: THIS IS NOT AN INFORMATION TECHNOLOGY (IT) POSITION – requires electrical and mechanical experience

• Install, troubleshoot and repair a variety of industrial products including printing and packaging equipment, cash recycling products, inserting and sorting machines, credit card attaching and processing systems, robotics and other third‑party accessories.
• Schedule and perform regular predictive/preventive maintenance inspections on equipment.
• Manage parts inventory, customer service calls and preventive maintenance schedules.
• Foster positive customer relations and high customer satisfaction through effective communication.
• Act as a liaison between the customer and other departments/functions of the company.
• Provide an “on‑call” level of service up to seven (7) days/week, 24 hours/day for emergency customer assistance; respond to emergency and non‑scheduled calls within established response time goals.

N/A

• Understanding of computer program functionality and software troubleshooting skills.
• Strong interpersonal and customer relation skills.
• Ability to build and maintain strong customer relationships by understanding operations and instilling confidence with proactive communication.
• Ability to resolve conflict internally and externally.
• Ability to accomplish the assigned duties using appropriate hand, power, and testing tools.
• Logical reasoning and sound decision making considering alternative perspectives.
• Strong analytical, problem‑solving, quantitative and time management skills.
• Effective oral and written communication.
• Ability to follow verbal and written instructions.
• Team player.
• Reading and understanding written procedures and diagrams for assembly and testing.
• Developing and implementing solutions to assembly problems.
• Regular attendance and punctuality.

• High school degree or equivalent with a 2‑year degree, diploma in electronics/advanced mechanics/software training, and 1+ year related industry/equipment experience, or equivalent combination of education and experience.
• Strong electronics and mechanical background, understanding of computer program functionality and software troubleshooting skills.
• Associate degree preferred.

This position requires minimal travel in the United States and Canada for training and other requirements. For field only, local travel time could be greater than 50%.

• Use of standard and…