Senior Field Service Technician

Being the point of contact for technical assistance towards all Sica America customers and working as the technical interface with the Customer Service and the Technical Department in Italy; carrying out installations and commissioning of Sica machinery at the customers’ premises; providing technical assistance on the phone/via email; troubleshooting, fixing, and maintaining the equipment at customers’ premises; identifying the right spare parts to supply to customers when needed;

identifying possible customers’ needs to forward to our Technical Department in Italy for product development.

• It implies a high grade of time and scope flexibility
• Exceptional customer orientation is mandatory
• It requires highly developed interpersonal skills
• Fundamental is a good former know-how of various technical topics
• Outstanding time and stress management is essential

• Solve tasks issues, assuming risks and responsibility
• Track and communicate task status through regular reporting
• Ensure that any change affecting a project under his/her area responsibility is managed properly

• Ability to analyze a problem with method and troubleshoot it consequently;
• Ability to write down customer’s requests and pass them down to Sales and/or Tech Dept

• Willingness to travel (approx. 90% of the working time per year) and to be on long business trips when needed (4 weeks maximum)

• Define project design and development schedule, as requested
• Keep himself up-to-date with new technologies in the field of computer science, automation
• Follow common team goals and subordinate individual preferences
• Proactively work to develop and maintain good working relationships within the department, company and customers
• Be an example for the rest of the team

• Make sure the customer is satisfied
• Be accountable as to what has been promised to the customer
• Take responsibility with regard to assigned tasks and always get the job done before leaving the customer

• Maintain and keep up with good technical and professional knowledge of SICA’s products and services
• Eager to learn something new every day while interacting with colleagues from other departments or with customer personnel

• Be able to write clear and concise reports, including customer needs
• Very good interpersonal and communication skills to enable quick establishment of credibility and trust when developing working relationships with customers

• Respect the agreed time plan and cost budget
• Acceptance by customers
• Comply with SICA’s professional standards
  
  Customer focused (internal/external)
• First time right approach
• Consequent finalization of started work

• Motivational skills
• Continuing seek improvements
• Learn from mistakes
• Flexibility
• Analyze data and information to develop solutions
• Manage technical risks
• Continuing develop his/her skills and knowledge
• Technologies awareness
• Plan and organize multiple tasks
• Excellent professional, committed to the team and company success
• Share knowledge with others proactively
• Shows respect for others
• Show integrity, trust and loyalty
• Comply with rules and regulations

• Communicate openly, effectively and consistently with all stakeholder groups
• Excellent communication to establish quick credibility and develop loyal team

• Take initiative/self- responsibility
• Produce high quality work and results under pressure

• High School Degree in Mechanics/Electronics/Electrotechnics
• Good working knowledge of Microsoft Office suite
• Good knowledge and understanding of components and basic pieces of equipment usually included in machinery
• Working knowledge of electromechanical components and systems
• Good reading ability of drawings and schemes (electrical, hydraulic, pneumatic)
• Knowledge of pneumatic systems
• Deep knowledge of electromechanical components and systems
• Basic use of 2D Cad
• Knowledge of plastic extrusion machinery and lines
• Knowledge of packaging systems/machines
• Working knowledge of Spanish
• OSHA training

• 3 years of experience as a customer field technician
• Maintenance of plastic extrusion pieces of equipment
• Used to travel in the US & Canada
• 5 years of experience as a customer field technician
• Travelling abroad (South America included is a plus)
• Experience in selling spare parts and maintenance contracts