Robopac UK
FIELD SERVICE TECHNICIAN
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The Aetna Group
The Aetna Group is a world-leading company in the packaging sector, specializing in end-of-line solutions. It employs approximately 2,200 people, has 13 subsidiaries (in France, the United Kingdom, Germany, the United States, Russia, China, Spain, and Brazil), and operates 11 production plants (6 in Italy’s Packaging Valley, 1 in the United States, 1 in Brazil, 2 in China, and 1 in Germany).
The company operates in more than 120 countries and provides worldwide customer service. The Group’s production ranges from semi-automatic machines with intelligent technology to innovative automatic solutions, including industrial packaging machines, shrink wrapping machines, case packers, and customized packaging solutions.
Position
PURPOSE OF THE ROLE
Ensure the proper installation, commissioning, maintenance, and after-sales technical support of automated machines at customer sites, contributing to customer satisfaction and maintaining the high quality standards of the company's services.
Key Responsibilities
- Installation, testing, commissioning, and start-up of custom-built machinery and systems.
- Execution of routine and preventive maintenance, as well as corrective maintenance interventions at customer sites.
- Provision of remote and on-site technical support.
- Collaboration with internal departments to troubleshoot technical issues and provide feedback for product and process improvements.
- Preparation of technical service reports and completion of all required documentation following interventions.
- Delivery of technical training to customer personnel when required.
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ORGANIZATION AND RESOURCE MANAGEMENT
Reports directly to the Technical Support Manager.
Experience And Technical Requirements
- Technical diploma in Mechanical Engineering, Mechatronics, or a related field.
- Minimum of 2 years of experience in a similar position, preferably within the industrial automation sector.
- Ability to read and interpret mechanical drawings and electrical/pneumatic schematics.
- Good command of English (minimum B1 spoken level); additional languages are considered an advantage.
- Willingness to travel extensively (approximately 180 days per year).
- Ability to work independently, including in international and multicultural environments.
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PERFORMANCE INDICATORS (KPIs)
- Percentage of service interventions completed within the planned timeframe.
- Number of business trips completed and percentage of scheduled trips successfully executed.
- Customer satisfaction ratings based on post-service feedback.
- Accuracy and completeness of technical reporting.
- Level of autonomy achieved following the training and onboarding period.
Requirements
SOFTWARE AND TOOLS
- Microsoft Office Suite (particularly Excel and Outlook).
- Internal reporting and technical ticketing systems.
- Diagnostic equipment (multimeters, PLCs, measurement instruments, etc.).
- Company ERP systems (experience with SAP or similar platforms is preferred).
Soft Skills
- Ability to work independently.
- Strong analytical and problem-solving skills.
- Customer-oriented mindset.
- Flexibility and adaptability in complex environments.
- Strong communication and interpersonal skills.
- Ability to collaborate effectively within cross-functional teams.
- Ability to manage stress, particularly in international and fast-paced environments.
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