Field Service Engineer - Ontario

ITW - Carol Stream, IL

Full-time - Entry Level

Remote - Carol Stream, IL

Computer and Electronic Product Manufacturing

About the position

The Field Service Engineer (FSE) at LOMA Systems plays a crucial role in ensuring the efficiency and reliability of our Metal Detection, X-Ray, and Checkweighing products at customer sites throughout Ontario. This position is designed for individuals who are passionate about delivering exceptional customer service while adhering to LOMA Systems' policies and procedures. The FSE will be responsible for providing field support to clients in the food and pharmaceutical industries, ensuring that machines operate at peak efficiency through proper calibration and testing. This role requires a proactive approach to problem-solving and a commitment to maintaining high standards of service delivery. In this position, the FSE will commission and test machines using certified test procedures, perform preventative maintenance, and provide emergency service as needed. Accurate documentation of all service-related activities is essential, including the submission of Electronic Service Reports, Calibration Reports, and Expense Reports in accordance with company procedures. The FSE will also promote additional LOMA product offerings, such as service contracts and spare parts kits, while providing timely feedback on equipment reliability and design. The role involves maintaining a satisfactory parts inventory, requisitioning additional parts as necessary, and ensuring that all company property, including laptops and safety equipment, is kept in good working condition. Safety is paramount, and the FSE must exercise safe working practices at all times. Additionally, the FSE will conduct on-site training for customers to ensure proper equipment operation and will participate in the rotation of weekend on-call duties and after-hours phone support. Communication is key in this role, as the FSE will frequently liaise with internal office support staff on technical issues and attend refresher training classes to promote continuous improvement in both technical and non-technical skills.

Responsibilities

• Travel and deliver efficient field support to our customers in the food and pharmaceutical industries.
• Verify that machines are operating at peak efficiency by proper calibration and testing.
• Commission and test machines using certified test procedures, perform preventative maintenance and emergency service at customer sites.
• Accurately document and report all service related activities, including submitting Electronic Service Reports, Calibration Reports and Expense Reports.
• Promote sales of additional Loma product offerings such as service contracts, new equipment leads, spare parts kits, etc.
• Provide timely feedback on equipment reliability and design.
• Maintain a satisfactory parts inventory and requisition additional parts required to perform normal FSE duties.
• Maintain all company property, including laptop, cell phone, safety equipment and tools in good working condition.
• Exercise safe working practices and procedures at all times.
• Conduct on-site training with customer's personnel to ensure proper operation of equipment.
• Hold meetings with customers, including scope and exit meetings.
• Participate in the rotation of weekend on-call duties and after-hours phone support.
• Communicate frequently between the field and the internal office support staff on technical related issues.
• Attend refresher training classes and FSE meetings with other service team members to promote continuous improvement of technical and non-technical skillsets.

Requirements

• High school diploma required; Associates degree from a technical school preferred.
• Minimum 3 years of previous experience in field customer service work or 4 years of military experience required.
• Knowledge of and experience in diagnosing, troubleshooting and repairing electro-mechanical equipment in the field and ability to identify root-cause.
• Organized with regards to completion of paperwork, expense reports, etc.
• Self-motivated with an inner drive to exceed expectations.
• Ability to read, comprehend and interpret complex technical information involving mechanics and electronics, including interpretation of schematics and electrical diagrams.
• Professional communication skills with an ability to resolve customer issues and defuse conflict.
• Desire to learn a diverse set of products and continually improve product knowledge.
• Strong ability to use electronic test equipment such as Multi-meters.
• Ability to accept changes in a fast-paced and changing environment; enjoy taking a hands-on approach in solving problems.
• Work independently with little supervision while managing difficult and high-pressure customer situations.
• A role model of Loma's behaviors (Hands-on, One Team, Positive Mindset, Delivering on our Commitments, Taking the initiative).
• Proficient with office software applications required.
• Ability to work overtime and weekends.