Summary/Objective: The Field Service Engineer is responsible for verifying material performance at customer locations, communicating customer issues internally, and ensuring appropriate follow-up actions and communication with the customers occurs in a timely manner. The Field Service Engineer is also expected to participate in special studies in support of improving manufacturing performance.
Provides product support and equipment support at customer locations
Communicates quality issues from customers to QA and production staff
Support technical trials and report findings to engineering group
Diagnose if issues are machine, material, or a combination of both on all shrink sleeve equipment
Be available to make customer visits as may be required for improvement or problem-solving activities
Communicate with sales in reference to potential visits and information gathered while onsite to make them aware of future opportunities or potential competition
Communicate with service coordinators and Engineers within the machine group for potential opportunities or anticipated customer complaints/ upgrades
Keep up to date with latest material training
Provides information for initiating Corrective Action Requests; as needed, participates in initial investigations and containment activities on such requests
Provides assistance to production departments with corrective action and problem-solving activities
Assists with the development of new manufacturing methods, test methods, or inspection procedures
Inspects customer returns; assist with the disposition – re-sort or re-pack activities
Inspects held production materials to assist with the disposition and reviews for corrective actions
Performs Quality System internal audits
Performs all other duties as assigned
Adaptability: Responds effectively to change, shifting priorities, and evolving business and customer needs. Anticipates challenges and adjusts strategies to deliver timely, informed, and solution-oriented responses. Confronts obstacles with courage and resilience, learns from setbacks, and remains forward-focused in dynamic environments, aligning decisions with organizational values and expectations.
Collaboration: Works effectively across teams, departments, and stakeholders to achieve shared goals and deliver value to internal and external customers. Builds respectful, professional relationships grounded in trust. Integrates diverse perspectives, addresses conflict constructively, and fosters an inclusive team environment. Shares knowledge, supports others' development, and contributes to sustained organizational growth.
Engagement: Connects daily work to the company's broader vision and long-term success. Maintains a customer-first mindset, anticipating and addressing internal and external customer needs with professionalism and care. Contributes innovative ideas, embraces feedback, and seeks opportunities for continuous improvement. Approaches responsibilities with energy, purpose, and a commitment to sustainable value creation.
Integrity: Communicates clearly, respectfully, and transparently in both verbal and written interactions. Actively listens, asks clarifying questions, and engages in constructive dialogue – even in difficult conversations – to build trust. Demonstrates respect for diverse perspectives and cultures. Upholds company policies and ethical standards, and maintains a strong safety-first mindset, leading by example to ensure a compliant and secure work environment.
Ownership: Demonstrates independent judgment and personal accountability in delivering high-quality results. Takes ownership of decisions, deadlines, and outcomes with minimal oversight. Prioritizes effectively, manages time and resources responsibly, and ensures work is accurate, thorough, and aligned with company standards. Proactively communicates progress, challenges, and availability. Maintains reliable attendance and fulfills responsibilities consistently and professionally, with a commitment to excellence.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
