Service Technician

What you will get to do:

- Conduct independent and collaborative lab trials and process tests in the technical center (e.g., underwater pelletizer process, vibration drying, air pelletizer) using customer and internal materials.

- Prepare, monitor, and document test runs and data (throughput, pellet quality, temperature, energy consumption, equipment performance).

- Support equipment setup, calibration, start-ups, and performance verification of pelletizing systems, dryers, screen changers, and related equipment.

- Perform preventative maintenance, inspections, troubleshooting, and repair of mechanical and electrical components.

- Execute remote diagnostics and maintenance support via phone, email, video conferencing, or remote access.

- Work collaboratively with the service team to plan, schedule, and execute customer service calls, installations, upgrades, preventative maintenance, and training.

- Interpret and analyze process data to provide technical insights, identify performance trends, and recommend process/design optimizations.

- Lead root cause analyses of recurring issues and implement corrective or preventive actions to enhance system reliability.

- Mentor and support technical and sales teams, providing guidance in system operation, maintenance practices, and safe procedures.

- Maintain spare parts inventory control and coordinate parts preparation and logistics for service visits.

- Contribute to technical training programs for internal teams and customers, developing materials and hands-on sessions.

- Uphold safety, quality, and environmental standards in all lab and service operations.

- Properly use and maintain company-provided hand tools, power tools, and diagnostic equipment.

- Maintain work areas, tools, and equipment in a clean, orderly, and safe manner.

- Complete required service reports, inspection forms, expense reports, and technical documentation.

- Diagnose and troubleshoot equipment problems using customer descriptions and technical observations.

- Establish professional, lasting, and cooperative customer relationships.

- Promote the company's products and services through positive, knowledgeable interactions.

- Perform other related duties as assigned.

What will make you successful:

- Associate's degree, technical certification (mechanical, electrical, mechatronics, industrial maintenance), or equivalent work experience (3+ years).

- Previous internship, co-op, apprenticeship, or hands-on project experience in industrial settings.

- Familiarity with industrial machinery and manufacturing environments.

- High-voltage, multi-phase electrical systems – demonstrated working knowledge and troubleshooting capability.

- 24V DC control circuits – ability to diagnose and repair.

- Solid knowledge of mechanical components (bearings, shafts, motors, gearboxes, fasteners, pumps, valves, seals).

- Working knowledge of electrical, pneumatic, and hydraulic systems.

- Proficient use of hand tools, power tools, torque wrenches, multimeters, and precision measuring instruments.

- Ability to interpret schematics, equipment manuals, and troubleshooting guides.

- Solid understanding of industrial safety practices, including Lockout/Tagout (LOTO).

- PLC software and programmable controllers – familiarity preferred but not required.

- Good computer skills; CRM and service management software proficiency a plus.

- Ability to diagnose and solve problems based on customers' non-technical descriptions and machine observations.

- Self-motivated with high sense of responsibility and initiative.

- Reliable with attention to accuracy and good organizational skills.

- Excellent customer service and communication skills.

- Ability to work independently and collaboratively in team settings.

- Willingness and ability to travel (mainly in North America) up to 75% of the time.

- Willingness and ability to travel to Austria for training/education.

- Valid driver's license; valid or obtainable passport.

- Forklift or overhead crane experience is an advantage but not required.

Physical Demands

- Prolonged periods sitting, standing, and walking.

- Must be able to lift up to 50 pounds at a time.

- Must be able to work safely in a noisy environment.

- Must be able to work in a hot environment.

- Approximately 2 weeks per month at customer installations.

- Approximately 1-2 weeks per month in Monroe, MI conducting lab trials and visiting customers.