Field Service Technician

Job Description:

The principal challenge of this position is to provide proactive and reactive technical support to CSI's bottling plant customers.  This is a mechanical and electrical technician position.  The candidate needs to poses both mechanical abilities to troubleshoot and repair equipment, as well as troubleshoot and repair electrical controls.  The candidate audits the performance of CSI's products in the customer's plant and advises how the performance and reliability of these products can be maximized.  The candidate also responds to customers’ requests for fast resolution of problems with CSI products, sometimes on an emergency basis.  At the customer's option, the candidate will either troubleshoot or repair problems, direct or train customers employees to do the necessary work.  Establishing and maintaining relationships with customer's employees is vital to the position.  The candidate will serve customers, working remotely, normally from their home.  The ability to work with minimal supervision and a flexible schedule is critical. The candidate will uphold and abide by CSI’s safety values.  

Duties and Responsibilities:

1. Establishes and maintains relationships with customer personnel; acts as the liaison between the customer, and the CSI organization.
2. Audits condition and performance of CSI closures or equipment in customer facility and makes recommendations for improvements in set-up, operation, and maintenance.
3. Trains customer personnel in the set-up, training, operation, use, maintenance and quality standards of all products and/or equipment.
4. Responds to and diagnoses customer problems 
5. At the customer's option, performs or directs the customer's personnel in the performance of set-up, repair, or preventive maintenance of equipment.
6. Maintain accountability for customer issues until resolution or until another team member accepts ownership.
7. Provides the customer with call reports, which identify problems found, work performed, and recommendations made through the use of CSI’s workbook and data collection.
8. Identifies or assists the customer to identify spare parts to be purchased and/or stocked.
9. Provides the customer with information on CSI products and services available, their performance capabilities, and selection guidelines and tradeoffs.
10. To be able to problem solve application / install issues through root cause analysis using the 5 Y’s or SRED’s
11. Identifies any opportunities for improvement and communicate those to the customer as well as the CST and the CSI organization.
12. Provide interface between the CSI and the customer.
13. Reports any opportunities to provide additional products or services which may help the customer to meet their goals (sales leads).
14. Reports of any competitor activity identified.
15. Reports any changes or modifications to customer's equipment configuration, closure usage, or business situation.
16. Identifies and communicates chronic problems.
17. Reports any customer suggestions or comments about customer needs or product/service improvement opportunities
18. Reviews prototypes of products and provides feedback on design, specifications, or performance.
19. Ensure that (where applicable) the supply chain is made aware of their food safety obligations as our partner in the quest to deliver a safe product to the consuming public

Supervisory Responsibilities: No