Field Service Technician (Field & In-House Support in Wheeling, Illinois at Crescent Cardboard Company LLC

Crescent Brands brings over 120 years of industry leadership in custom picture framing and art supply product development, manufacturing, and global sales. As a multi-generational, family-owned company, we are financially strong and committed to a culture rooted in customer service, integrity, and respect. Our headquarters is in Wheeling, Illinois, with additional facilities in Tennessee and Germany.

We are currently seeking a skilled and motivated Field Service and In-House Technician to support our Valiani computerized mat cutting (CMC) equipment across North America.

Position Summary
The Field Service and In-House Technician is responsible for installing, servicing, and supporting Valiani CMC equipment both in the field and at our Wheeling facility. This role requires strong electromechanical troubleshooting skills, customer-facing professionalism, and the ability to work independently. The technician will play a key role in ensuring customer satisfaction, machine performance, and ongoing operational success.

Essential Functions

· Install and configure Valiani CMC equipment at customer locations

· Provide hands-on training to customers on machine operation, maintenance, and workflow

· Perform on-site troubleshooting, preventative maintenance, calibration, and repairs

· Provide in-house technical support, machine preparation, and testing at the Wheeling facility

· Deliver remote technical support via phone and email

· Diagnosing and resolving mechanical, electrical, and software-related issues

· Perform machine inspections and ensure optimal performance post-installation

· Maintain accurate service records, documentation, and reporting

· Collaborate with internal teams including sales, operations, and product support

· Represent Crescent Brands professionally in all customer-facing interactions

· 3–5+ years of experience in field service, industrial equipment, or related technical role

· Strong electromechanical troubleshooting skills

· Experience working with PC-based systems and software-driven equipment

· Ability to diagnose and resolve issues across mechanical, electrical, and software systems

· Comfortable working directly with customers during installations and service visits

· Strong communication and problem-solving skills

· Ability to work independently and manage service calls from start to finish

· Willingness to travel 30%–50%+ with flexibility based on customer demand

Valid driver’s license and ability to travel as required