Service desk technician Jobs in Elgin, IL

This posting is for an existing vacancy.

Salary: $70,000.00 - $75,000.00 USD

About PSI Engineering

Headquartered in Canada, PSI Engineering is a leading provider of automated pack and sortation systems for high-volume warehouse and distribution centers. For more than 30 years, we have helped customers improve productivity, increase accuracy, and optimize labor costs through innovative automation solutions.

Today, PSI Engineering supports customers across North America and internationally, delivering end-to-end pack line automation solutions from design and manufacturing to installation and ongoing service. To support our growing U.S. customer base, we are looking for a Field Service Technician based in the United States to join our customer-focused service team.

The Opportunity

We are seeking a customer-focused Field Service Technician to join our Aftermarket and Service team. In this role, you will be responsible for the installation, commissioning, maintenance, troubleshooting, and ongoing support of PSI equipment and systems at customer sites.

As a key customer-facing representative of PSI Engineering, you will work closely with customers during system installations and provide post-installation support to ensure equipment performance, reliability, and customer satisfaction. This position offers the opportunity to work with advanced automation technology while travelling to customer locations and solving complex technical challenges.

Key Responsibilities

• Install, troubleshoot printer & automation equipment and related software at customer sites.
• Train customer operator, engineering, and maintenance staff on the operation and maintenance of installed equipment.
• Diagnose errors or technical problems and determine proper solutions.
• Serve as a resource for third-party service providers in resolving complex problems.
• Provide support to customers around any inquiries/support requests during field or service visits.
• Managing all on-site installation, repair, maintenance, and test tasks.
• Maintain and respond to any inquiries through email and the Live Chat/PSI website.
• Respond to customer calls, provide technical service, and maintain support at customer locations.
• Process all warranty claims.
• Collaborate with engineers and customers on developing specific per-customer spare parts lists.
• Maintain consistent knowledge and expertise around automation control software/HMI.
• Communicate effectively providing excellent service and experience to PSI’s customers.
• Complete the final Q.A. to ensure the highest quality before shipping the systems
• In partnership with Sales Team support in-filed demo of the systems.
• Follow up with customers regularly to ensure the service provided resolved any problems.
• Follow up with customers to ensure implemented PSI systems are performing to their satisfaction.
• Ensure the accuracy and timely administration of the Service Ticket module within the ERP system.
• Complete Daily Service reports and submit them to Customer Service and Aftermarket & Service Manager upon closure of the tickets.
• Complete and submit expense reports with detailed receipts within two days after returning to the home office.
• Complete Filed Service Reports in detail and have customer sign-off. Submit all Field Service Reports upon completing the customer service visit.

Ideal Candidate Profile

• Experience as a Field Service Technician within the machinery servicing industry.
• Experience in developing hardware control software and software development is an asset.
• Relevant technical certificate or degree in the chosen field.
• Mechanical and electrical skills.
• Proficient in Microsoft Office products.
• Strong customer focus, communication skills, and problem-solving are required.
• Valid driver's license and ability to travel to client sites.
• Ability to lift to 55 pounds.

Why Join PSI Engineering?

• Work with Industry-Leading Technology: Support innovative automation solutions used by high-volume fulfillment and distribution operations.
• Enjoy Variety Every Day: Combine hands-on technical work, customer interaction, problem-solving, and travel in one dynamic role.
• Make a Real Impact: Help customers maximize performance and reliability while supporting mission-critical operations.
• Join a Team That Values Collaboration: Work alongside experienced professionals in a supportive and customer-focused environment.
• Compensation: Competitive salary and comprehensive benefits.

Please note that AI-assisted tools may be used to support the preliminary screening of applications. All applicant assessments and hiring decisions involve human oversight.

PSI Engineering is committed to fair and equitable recruiting practices in accordance with the Accessibility for Ontarians with Disability Act (AODA). Persons with disabilities are encouraged to come forward at any stage of the recruitment process to request accommodations, if needed.

PSI Engineering is an equal opportunity employer. We value diversity and are committed to building a team that reflects a wide range of backgrounds, perspectives, and skills.