Field Service and Product Support Technician

POSITION: Field Service & Product Support Technician

REPORTS TO: Field Service Manager

FLSA STATUS: Exempt

PRIMARY PURPOSE OF JOB AND CONTRIBUTION TO ORGANIZATION:

We are seeking a highly motivated and technically skilled Field Service & Product Support Technician to support a growing installed base of advanced automation and material handling solutions throughout the United States. This is not a traditional field service role. While the position includes equipment installation, commissioning, troubleshooting, and customer support, it also plays an important role in supporting emerging technologies that incorporate software-driven functionality, system configuration, and customer application development.

The ideal candidate is equally comfortable working with mechanical and electrical systems, software-based platforms, production environments, and customer-facing demonstrations. This individual will serve as a key liaison between customers, service, sales, and our international product development teams to ensure successful deployment and long-term support of innovative automation solutions. Because this position will also support our demonstration facility in Hiram, GA, candidates with manufacturing, operations, or production experience are strongly encouraged to apply.

The following job functions are not all-inclusive. The employee will be required to perform other job-related tasks/responsibilities requested by the supervisor. Job duties may change as required by the needs of the company.

• Install, commission, maintain, and troubleshoot automated material handling equipment at customer sites throughout North America.
• Provide on-site and remote technical support for customers, distributors, and internal teams.
• Diagnose mechanical, electrical, controls, and software-related issues.
• Document service activities, findings, and corrective actions.
• Support warranty evaluations, root cause analysis, and continuous improvement initiatives.

• Configure and support software-driven equipment and applications.
• Assist customers with system setup, parameter adjustments, performance optimization, and troubleshooting.
• Support internal teams and customers with software updates, testing, and validation activities.
• Work closely with engineering and product development teams to communicate field feedback and identify product improvements.
• Serve as a subject matter resource for software-enabled product functionality.

• Act as the primary service-side product champion for assigned technologies.
• Develop a deep understanding of product capabilities, applications, limitations, and best practices.
• Collaborate with headquarters and R&D teams to support new product introductions, enhancements, and field implementation strategies.
• Gather customer requirements, application feedback, and market insights to support ongoing product development.
• Assist with product documentation, service procedures, training materials, and knowledge-sharing initiatives.
• Support customer visits and live product demonstrations at the Hiram, GA facility.
• Partner with Sales and Applications Engineering to showcase equipment capabilities and customer benefits.
• Configure demonstration systems and prepare application-specific setups for customer evaluations.
• Conduct performance testing, workflow demonstrations, and operational evaluations.
• Help customers understand how automation solutions can improve productivity, flexibility, and operational performance.
• Assist in collecting and presenting production performance data and operational results.

• Safety is a core responsibility of this role. The successful candidate will actively promote safe work practices while supporting customers, operating demonstration equipment, and performing field service activities. This includes following company and customer safety requirements, identifying and mitigating potential hazards, supporting safe equipment operation, and serving as a positive safety role model in both customer facilities and the Hiram demonstration center.

• Associate degree, technical certification, or equivalent experience in Engineering Technology, Mechatronics, Industrial Automation, Manufacturing Technology, Controls, or a related field.
• 4+ years of experience in field service, industrial automation, manufacturing, production operations, maintenance, or a similar technical environment.
• Experience troubleshooting electromechanical equipment.
• Strong computer and software troubleshooting skills.
• Ability to interpret technical documentation, electrical schematics, and mechanical drawings.
• Excellent communication and customer-facing skills.
• Ability to travel throughout North America as required.
• Valid driver's license and ability to travel by air and automobile.

• Possess and display Interroll’s Values at all times:
  Customer, Execute…