Lead Field Service Technician

Conair, part of the PiovanGroup, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield.

Position: Lead Field Service Technician

Role

The Lead Field Service Technician (Lead FST) serves as a technical leader and training resource for the Field Service Technician team. The primary focus of this position is to train, mentor, and support Field Service Technicians by leveraging extensive equipment knowledge, troubleshooting expertise, and practical application experience.

Approximately 50% of the role will involve travel to customer facilities, often alongside junior or developing Field Service Technicians, to provide hands-on, on-the-job training and technical support. The remaining 50% will be office-based and focused on providing remote technical assistance to Field Service Technicians, developing training materials, managing support cases, completing service documentation, and supporting service-related administrative responsibilities.

The Lead FST will also provide training and technical support to the Service Front Line Team and assist with customer-focused technical training. This position reports to the Field Service Supervisor and may be based in Franklin, Pennsylvania, or from a home office.

Key Responsibilities

• Performing occasional high-profile visits to customer facilities for trouble shooting, repairs, etc.
• Document training for troubleshooting techniques to identify and resolve problems during repairs, startups, and assessments with a high level of success.
• Arrange, schedule, and perform travel to and from jobsite; this may include international locations; Capably document all actions and expenses, including service reports, expense reports, and product alterations.
• Provide technical telephone support for customers, Sales, and other technicians; Research and secure answers to complex problems.
• Travel with junior Field Service Technicians to provide on-site training when required; capture training will onsite to document for others.
• Work with Product Managers to develop new product training for the service team.
• Provide Field Service Technicians/customers training via phone/computer as needed.
• Provide phone/computer training support to Front-line employees within the Service department.
• Be able to provide backup specialist support on at least two product lines.
• Conduct conference room and plant-floor training classes for customers on equipment operation, maintenance and troubleshooting.
• Provide after-hours technical support as part of an on-call rotation; Often approached by technicians with less experience for guidance.
• Consistently applies Conair service ethics concerning safety, attitude, appearance, conversation, and quality of work.
• Act as Site supervisor on high profile projects that have site supervision needs.

• Associate degree in Mechanical or Electrical Engineering Technology (or related field) preferred and/or ten (10)+ years of experience with industrial equipment similar to Conair equipment.
• Position typically expects five (5) to fifteen (15) years of direct/relevant experience.
• Must have strong communication skills, both verbal and written.
• Ability to analyze and interpret detailed mechanical and electrical drawings, as well as software code.
• Knowledgeable in microprocessor controls and programs.
• Consistent demonstration of strong interpersonal skills and high-quality customer service.
• Must be able to effectively organize, prioritize, and multitask.
• Must be able to effectively evaluate and respond appropriately to situations to the benefit of the customer in a fast-paced, stressful environment.
• Effectively uses Microsoft Word, Excel, PowerPoint, Sales Force, SAP, and AutoCAD.

PiovanGroup offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, and employee referral bonus program.

PiovanGroup is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.