Field Service Technician

FIELD SERVICE TECHNICIAN
ROLE OVERVIEW

Kwik Lok’s Field Service Technicians (FST) are customer-oriented individuals who are responsible for providing technical hands‑on support and maintenance to ensure optimal performance of our customer's Kwik Lok industrial equipment.

These employees maintain an advanced competency level of their specific assigned Kwik Lok machinery to effectively help customers. They play a critical role in supporting our customer's success by traveling to customer sites all over the world to troubleshoot and correct challenges. Successful AFSTs are passionate about cross-functional collaboration and are solution oriented; frequently working alongside customer service, regional sales managers, assembly technicians, engineers, service engineering technicians, and warehouse personnel.

This position reports to the Technical Service Manager and supports Kwik Lok production activities through the assembly of Kwik Lok bag closure machines and printers with a focus on continuing improvement of quality, food safety, and manufacturing processes.

• Maintain advanced assembly and troubleshooting knowledge of assigned Kwik Lok machines and accessories (086, 088, 093, 910, 915, 865A, 872, 897, 093, 1002, 1082, 902, 887, 917, 884, 888, 904, 905, 865B, 915G, 916).

• Read and interpret manufacturing drawings for machine assembly and machine rebuilds.

• Assemble and repair machines and accessories in-house, within allotted time frames.

• Assemble daily priority sales orders.

• Run completed builds through Quality Control checks, correct if needed.

• Correctly package and label all finished machines.

• Represent the company in a professional and courteous manner, building strong relationships with customers and maintaining the company's reputation for excellent service.

• Communicate effectively with customers, provide status updates, explain technical issues, and ensure customer satisfaction.

• Provide technical expertise and issue resolution for customers with Kwik Lok machines through phone, email, and in‑person visits.

• Assist with complex issue resolution in the field.

• Install, calibrate, and test new equipment at customer sites to ensure proper functionality and safety.

• Maintain, inspect, troubleshoot, and repair existing equipment at customer sites using diagnostic tools, technical manuals, and knowledge of equipment specifications.

• Train customers on proper use and maintenance of equipment, including safety protocols and best practices.

• Maintain detailed and accurate records of all service activities, including repairs, maintenance, and customer interactions.

• Coordinate sales opportunities with Regional Sales Managers, identifying opportunities to sell additional services, parts, or upgrades on equipment.

• Order and maintain inventory of spare parts and tools needed for repairs and maintenance.

• Submit expense and activity reports in a timely fashion to the Technical Service Manager and Accounts Payable.

• Assist in the development and execution of standard assembly and AFST procedures to ensure that internal and external customer needs are met in a safe, secure, dependable, efficient, and flexible manner.

• Contribute to ongoing efforts to improve service processes, equipment performance and reliability by reporting common issues of customers to the Technical Service Manager.

• Assist in the development, testing, and launch of new products.

• Assist with the creation of training material for internal and external customers.

• Stay up to date with industry trends and advancements in machine technology.

• Continuously update technical knowledge and skills through company‑provided training and independent research.

• Account for all tools following the maintenance, repair, or setup of each machine.

• Maintain a safe and clean working environment at Kwik Lok’s campus, and at customer sites, adhering to all applicable safety regulations and company policies.

• Provide support for Regional Sales Managers, including setup and participation at trade shows when needed.

• Experience:
  
  At least 5 years of previous related machine…