Service Technician

CNC Field Service Technician

Company: Felder Group USADepartment: ServiceTeam: Service Team EastReports To: Service Team LeadLocation: New Castle, DelawarePosition Type: In-Office and Field | Monday–Friday | Hourly

About Felder Group USA

Felder Group USA is a leader in high-precision woodworking machinery, providing world-class equipment, technical support, and service to customers across North America. Our Service Team ensures customers receive timely, expert support for installation, troubleshooting, maintenance, and repair.

Position Summary

The CNC Field Service Technician is responsible for installing, diagnosing, troubleshooting, and repairing machinery at customer sites as well as supporting in-office service operations. This role involves working independently in the field, providing helpdesk support, assisting with machine demos, performing showroom and warehouse tasks, participating in trade shows, and ensuring high standards of work quality. Travel, including driving or flying with overnight stays, is required.

Technicians work closely with Service Planners, who coordinate schedules, travel logistics, customer communication, and service documentation. Flexibility, technical expertise, and excellent customer service are essential.

Key Responsibilities

Field Service

• Install, troubleshoot, and repair machinery at customer sites.
• Maintain accurate reports of all work completed.
• Work primarily independently, with occasional collaboration for larger projects.
• Participate in trade shows and other customer-facing events.
• Identify and recommend spare parts to customers.
• Communicate service needs, parts requirements, and status updates to Service Planners and customers.

In-Office & Helpdesk Support

• Provide technical support via phone, email, and video while in the office.
• Maintain accurate reports of all work completed.
• Provide support for machine demos with sales representatives present.
• Set up and break down packing machines in showroom areas; repair and service machines in the warehouse.
• Assist with general office tasks, including cleanliness and maintenance of showroom and work areas.

Collaboration with Service Planners

• Follow schedules and assignments created by Service Planners.
• Work with planners to coordinate travel, customer appointments, and service quotes.
• Ensure proper documentation of completed work and parts usage.

Qualifications

Education:

• High school diploma or GED required
• College coursework or Associate degree preferred

Required:

• Experience in field service, mechanical repair, or technical support
• Strong troubleshooting and problem-solving skills
• Ability to work independently in the field while maintaining high-quality standards
• Excellent verbal and written communication skills
• Comfortable traveling (driving and flying) and staying overnight when required
• Basic computer proficiency (Microsoft Office, email, etc)
• Experience with CNC machine operation or service

Preferred:

• Experience with woodworking machinery, industrial equipment, or mechanical service environments
• Familiarity with helpdesk or service-ticketing systems
• Previous experience recommending and selling spare parts

Core Competencies

• Attention to detail
• Customer service focus
• Flexibility and adaptability
• Team collaboration and communication
• Reliability and professionalism

Benefits & Equipment

• Health, dental, and vision coverage
• Retirement plan
• Paid vacation and sick time
• Per diem for field work
• Company-provided tools, laptop, and cell phone
• Domestic and international training opportunities, including HQ in Austria

Work Schedule & Compensation

• Hours: Monday–Friday (+ some weekends as needed); 8am-5-pm (Field hours may change slightly)
• Location: New Castle, DE, in-office and in-field
• Compensation: Hourly, based on experience

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