[Hiring] Field Service Support Technician @Hillenbrand

Role Description

As a Field Service Support Technician, you’ll help customers maintain reliable hot runner performance and resolve technical issues that affect production. You’ll be home-based in the United States, preferably in Illinois or North Carolina, and support customers nationwide for Mold-Masters, a Hillenbrand company.

Your field expertise and customer focus will support safe operations, continuous improvement, sustainable manufacturing, and long-term equipment performance.

• Location: Home-based in the United States, preferably in Illinois or North Carolina
• Travel: Approximately 80% across the United States, including overnight travel
• Schedule: Variable based on customer service assignments, with rotating weekend on-call coverage that will be compensated in addition to base salary

WHAT YOU’LL DO:

• Review customer inquiries, mechanical drawings, operating information, and service history to identify common hot runner system issues, recommend established solutions, and escalate conditions outside your authorized scope.
• Perform field service assignments to inspect, install, test, troubleshoot, repair, and validate hot runner systems using approved procedures, diagnostic methods, technical documentation, and customer-site safety requirements.
• Communicate with customers, sales representatives, and agents to gather technical information, explain findings, confirm next steps, and maintain accurate records without making unauthorized commercial, warranty, or design commitments.
• Improve hot runner system performance by evaluating operating conditions, identifying practical optimization opportunities, applying approved adjustments, and documenting results and follow-up actions.
• Evaluate products at customer sites and upon return to determine their condition and recommend repair, replacement, further analysis, or another appropriate disposition through established technical, quality, and commercial processes.
• Document service findings, defects, test results, photographs, parts information, and change requests in approved systems to support corrective actions and route design-related decisions to Engineering or another authorized function.
• Contribute field observations, customer-use information, and service history during assigned design reviews and cross-functional discussions while maintaining clear ownership, disciplined follow-through, and appropriate technical approval controls.

Qualifications

• A university degree or college diploma in mechanical engineering, plastics engineering, or a related technical discipline; a relevant trade certification, such as Toolmaker or Computer Numerical Control Machinist; or an equivalent combination of education, technical training, and experience.
• Three to four years of related experience or training involving hot runner systems, injection molding, tooling, machining, industrial equipment service, technical support, or a closely related field.
• Working knowledge of hot runner system installation, operation, maintenance, troubleshooting, repair, and performance verification within injection molding environments.
• Ability to interpret mechanical drawings, schematics, specifications, manuals, service records, corrective-action information, and established technical procedures.
• Practical problem-solving skills to gather customer information, isolate common causes, apply approved solutions, verify corrective actions, and recognize when technical or safety escalation is necessary.
• Clear and professional English communication skills for customer discussions, service reports, technical documentation, and coordination with Sales, Quality, Engineering, and other partners.
• Ability and willingness to travel approximately 80% across the United States, manage changing field assignments, and participate in compensated rotating weekend on-call coverage.
• Ability to meet applicable customer-site access, safety training, travel, and driving requirements while using service-management systems, remote collaboration tools, and digital technical documentation.

Company Description

DME (www.dme.net) is a leading global manufacturer of mold technology products with worldwide operations. For over 80 years, DME’s experts have provided mold designers, moldmakers, and molders with innovative solutions. DME is a business unit of Hillenbrand.

Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world.

Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling.

Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.