Service Technician

Department: Service Technician – Full Time

Reports To: VP of Sales & Director of Operations

Timeline: Immediate Hire

Compensation: $50,000-$60,000 annual salary depending on experience, medical and fringe benefits including healthcare, Simple IRA and PTO

Ergo Strap Inc. is the exclusive sales and service provider in the United States for an industry leading German-manufactured mobile pallet strapping system. Our patented design has sold in more than 65 countries across the world over the last 25 years, providing an ergonomic, safe, and time‑saving solution for strapping pallets.

Ergo Strap Inc. is seeking a highly motivated Service Technician to support preventive maintenance, troubleshooting, machine repairs, and general customer training for our ergonomic, mobile pallet strapping systems. This role is critical to delivering the premium customer experience our brand is known for. The Service Technician will work directly with customers across warehousing, manufacturing, logistics, and distribution environments to ensure Ergo Strap systems operate at peak performance while reinforcing best practices in safety, ergonomics, and efficiency.

The ideal candidate is mechanically inclined, customer‑focused, highly organized, and comfortable working both independently and collaboratively with sales, operations, and service leadership.

• Diagnose electrical, mechanical, software, and battery‑related issues
• Perform preventive maintenance, inspections, and general system repairs
• Troubleshoot machine performance issues in real‑time production environments
• Repair and replace worn or failed components.
• Test systems after repair to verify proper machine functionality
• Document root cause and corrective actions
• Provide repair quotations to customers and follow‑ups as needed

• Accurately document all service/machine issues, labor hours, parts used, and follow‑up actions in Microsoft Dynamics 365 CRM
• Maintain service checklists, inspection reports, and maintenance logs
• Escalate recurring quality or performance trends to leadership
• Capture customer feedback and identify opportunities for machine upgrades, retrofit kits, or accessories

• Partner with sales representatives to support in‑field service issues, machine evaluations, and post‑sale implementations
• Support customers via live customer troubleshooting including phone calls, emails and Teams/Facetime meetings
• Coordinate with warehouse and parts teams to ensure timely parts availability
• Communicate findings with leadership to improve SOPs, service manuals, and customer training programs

• 2+ years of machine maintenance / repair experience including strong mechanical and electrical troubleshooting skills industrial maintenance,
• Experience with warehouse automation, packaging equipment, or industrial machinery preferred
• Ability to read technical manuals, schematics, and service procedures
• Excellent customer communication, professionalism and attention to detail
• Highly organized, strong communication skills with a focus on customer service
• Strong documentation discipline and CRM usage skills
• Ability to lift 50+ lbs. and work in warehouse/manufacturing environments
• Valid driver’s license and ability to travel (minimal but as needed)

• Experience with battery systems, chargers, and low‑voltage electrical systems
• General understanding of supply chain, logistics and distribution environments
• Previous experience in customer‑facing technical repairs and training
• Forklift certified and warehouse safety familiarity
• Understanding of ergonomics and warehouse productivity initiatives

• First‑time fix rate
• Service response time
• CRM documentation accuracy
• Preventive maintenance completion rate
• Reduction in repeat service calls
• Upsell identification for upgrades, retrofit kits, machine strap and accessories

• At Ergo Strap, we help customers improve safety, ergonomics, labor efficiency, and load stability through industry‑leading pallet strapping solutions. This role offers the opportunity to work directly with cutting‑edge equipment while making a measurable impact on customer operations every day.