Service Engineer

COMPANY PROFILE

AROL Group, headquartered in Canelli, Italy, is a global leader in the design and manufacture of high‑performance capping machinery and closure‑system technologies. For more than four decades, the organization has delivered precision‑engineered solutions supporting a broad range of closure types, including screw caps, roll‑on aluminum closures, corks, press‑on closures, plugs, fitments, and lids.

AROL North America provides comprehensive machinery, service, training, and technical support to customers throughout the United States and Canada. The company remains committed to advancing innovation, automation, and digital integration to meet the evolving requirements of modern packaging operations.

REPORTING RELATIONSHIPS

The Service Engineer reports directly to the Service Manager.

POSITION SUMMARY

The Service Engineer is responsible for delivering high‑level technical support to AROL customers across North America. This position requires strong mechanical and automation expertise, disciplined problem‑solving capabilities, and the ability to manage complex service engagements with professionalism and urgency. The role is critical to ensuring customer satisfaction, operational continuity, and long‑term account stability.

KEY RESPONSIBILITIES

Technical Support & Issue Resolution

• Provide direct customer support via phone, email, remote diagnostics, and service ticketing systems.
• Conduct detailed troubleshooting and root‑cause analysis of mechanical, electrical, and automation‑related issues.
• Coordinate with corporate engineering to resolve escalated technical matters and ensure timely communication of outcomes.

Service Execution & Project Oversight

• Lead service activities including machine commissioning, upgrades, adjustments, and performance optimization.
• Manage service‑related project tasks, ensuring adherence to timelines, quality standards, and customer expectations.
• Document service findings, corrective actions, and recommendations in accordance with company protocols.

Cross‑Functional Collaboration

• Interface with engineering, manufacturing, and product support teams to communicate customer feedback and improvement opportunities.
• Support continuous improvement initiatives by identifying recurring issues and recommending corrective measures.

Training & Customer Development

• Deliver technical training to customer personnel and internal service teams, with emphasis on electrical and automation competencies.
• Support customer engagement efforts by maintaining strong relationships with operations, maintenance teams, and key decision‑makers.
• Promote AROL service programs to enhance customer performance, reliability, and lifecycle value.

PERFORMANCE EXPECTATIONS

• Strengthen AROL’s competitive position within the North American closure systems market.
• Maintain high levels of customer satisfaction through consistent, professional, and timely service delivery.
• Contribute to organizational improvement by identifying opportunities to enhance service processes and product performance.
• Support commercial growth by fostering trust, credibility, and technical confidence with both existing and prospective customers.

KNOWLEDGE, SKILLS & QUALIFICATIONS

Required Qualifications

• Minimum five years of experience in the closing systems or packaging machinery industry.
• Minimum three years of experience in customer support, field service, or technical service roles.
• Broad technical background encompassing manufacturing operations, engineering, aftermarket support, and customer care.
• Bachelor’s degree in engineering or equivalent technical experience.

Professional Competencies

• Strong mechanical and automation aptitude, including machine setup, PLC logic, and control theory.
• Demonstrated ability to analyze complex technical issues and implement effective solutions.
• Excellent written and verbal communication skills with the ability to engage professionally at all organizational levels.
• High degree of initiative, accountability, and follow‑through.
• Proficiency in Microsoft Office applications and CRM platforms, including the ability to adopt proprietary systems such as LYRA.
• Ability to travel up to approximately 40–50% throughout the United States and Canada.

LOCATION

Buford, Georgia

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Mechanical knowledge: 2 years (Required)

Location:

• Buford, GA 30518 (Required)

Work Location: In person