Service Technician

SCOPE OF ROLE:

The Service Technician is responsible for diagnosing, servicing, repairing, and maintaining packaging and Jan/San equipment at customer locations and within Rocket Industrial facilities. This position provides technical support to customers by troubleshooting equipment issues, recommending solutions, and ensuring equipment operates safely and efficiently. The Service Technician must maintain all required certifications, follow company and customer safety requirements, develop working knowledge of applicable business systems, and provide excellent customer service under all circumstances. This position requires flexibility in work hours and regular travel, including occasional overnight stays.

KEY RESPONSIBILITIES:

• Diagnose equipment issues and determine appropriate repair solutions for customer equipment
• Perform mechanical and electrical repairs on packaging and Jan/San equipment
• Order and manage replacement parts as needed, ensuring correct parts are purchased at the most cost-effective price
• Provide technical support to customers by phone, including troubleshooting equipment issues and answering service-related questions.
• Build and maintain positive customer relationships
• Develop and maintain working knowledge of Sage X3
• Travel to customer locations as needed to perform service and repair work
• Maintain a clean, organized, and safe work environment in service and repair areas

KNOWLEDGE, SKILLS AND ABILITIES (KSA’s):

• Technical degree, preferred
• 5-10 years of experience in Service Department repair
• Valid driver’s license
• Highly analytical/mechanical
• Strong communication and collaboration skills
• Problem solving and decision making abilities