Field Tech - Bilingual Spanish - Battle Creek, MI
About WestRock WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.
Field Tech - Bilingual Spanish - Battle Creek, MI
4075 West Columbia Avenue
Battle Creek, Michigan, 49037
Field Tech – Bilingual (Spanish) - Box On Demand – Battle Creek, MI
Box on Demand by WestRock, is a rapidly growing organization focused on delivering cost effective packaging solutions for our North American customers. Box on Demand is a new approach to sourcing corrugated packaging for companies that ship a complex and shifting mix of products. With our box system you can quickly and cost-effectively produce custom corrugated packaging in your own facility. Because you order raw, un-converted corrugated, your packaging costs are consistent across any configuration, quantity, or design. Our equipment can provide cost savings, packaging flexibility and square footage recovery for our customers and as a result the demand for our equipment continues to expand.
The Field Tech (Bilingual Spanish) will be responsible for installation, repair, and maintenance of Box on Demand equipment at customer sites. The Field Tech duties will also include a rotation of phone support during on-call weekends. Travel will vary considerably from week to week but can be expected to be 50-75% of the time.
Our success depends on our customer’s continued utilization of our equipment to meet their custom packaging needs. Customer satisfaction is a critical goal and we respond to inquiries in a timely manner and coordinate customer service needs with other departments as required.
How you will impact WestRock:
Complete service documentation as required by site visits or phone support. Logs and tracks all service order activity in our database, maintains history records and related problem documentation
The Field Service Tech is responsible for closing service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.
Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on fixing the root cause
Install designated box making equipment at customer sites. Equipment is selected based on customer’s needs, expected volumes and mix by our application group.
Handles problem recognition, isolation, resolution and follow-up for routine customer problems, escalating, more complex issues to the Field Engineering team or department management. Issues could include Mechanical, Pneumatic, PC interface, PLC and Electrical or Controls.
Trains customers on how to utilize the equipment for efficient production. Multiple methods of entry are common to our machines and training is critical to the successful implementation of our equipment.
Preventative maintenance will be performed at the customer’s sites to maintain a high level of efficiency and performance. We also provide emergency repair if a customer needs immediate assistance where a Field Tech would be dispatched in short notice.
We provide 24-hour phone support to our customers. This position will be in the weekend rotation for on-call coverage to provide technical support to external customers and resolve issues regarding hardware and software. The applicant will need the ability to talk a customer through an issue and escalate to the next level when appropriate.
We are a team of professionals dedicated to continuously improving our service to the customer. This includes installation, maintenance, customer training, internal training, as well as systemic improvements. We openly share our successes and failures, so the team continues to improve.
What you need to succeed:
Associates degree in electrical, industrial, mechanical or military equivalent preferred but not required
3 + years of prior field service experience with machine installation is preferred
Bilingual in Spanish required
Strong electrical, controls, and mechanical aptitude with a proven track record of installation, training and maintenance success.
History of trouble shooting industrial equipment
Sense of urgency ‐ must be action oriented with the ability to prioritize daily activities and determine what requires immediate attention.
Strong Interpersonal and communication skills ‐must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional always. Team orientated, positive attitude and motivator.
Ability to adapt ‐must be flexible and understanding with change as it occurs regularly for a Field Service Tech throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
Highly computer literate (especially in Excel, Word, and Networking)
Strong deductive reasoning and problem‐solving skills
Strong interpersonal and communication skills
Able to travel 80% of the time
Ability to lift 50 pounds
What we offer:
Corporate culture based on integrity, respect, accountability and excellence
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies and potential
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.
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