Service Technician

3 days ago

Sherwood Park, Canada Industrial Scientific Full time

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness, and high performance; fostering candor; and treating people fairly and with dignity.

Service Technician will be responsible for accurately diagnosing, repairing, and testing all internal and customer-owned gas detection equipment in a timely manner, with the highest quality, and in accordance with ISC policies and procedures. Will be required to work with other departments to help drive issues to resolution to better serve our customer to our greatest ability.

**RESPONSIBILITIES**:

- Supports the fulfillment team by providing effective communication and guidance ensuring smooth team operations and collaboration when leadership opportunities arise
- Works directly with the operational excellence team in support of change implementation and new product development by performing product testing and service procedures/bulletin creation
- Performs lab gas management to include secure bottle transportation, age assessment, bottle replacement, regulator installation, card programming, and account assignment
- Accurately completes diagnostic and repair documentation within Oracle service orders to include customer requests, service history, diagnostic results, warranty status, and repair estimates
- Actively engages with team during visual daily management and fulfillment team meetings; identifies trends, takes ownership of countermeasures, and drives improvement
- Drives continuous improvement through best practices and tools, demonstrates ability to lead kaizen events and ensure sustainment
- Proficient in multiple service processes to include** **internal asset repair, customer owned repair, iNet, Rental, final test, rework, and product one piece flow lines; possesses ability to mentor junior technicians on service processes
- Meticulous attention to detail, capable of diagnosing and repairing gas detection equipment at the highest level of quality, while meeting on-time delivery goals
- Troubleshoots, repairs, and configures gas detection equipment to include instruments, docking stations, regulators, pumps, area monitors, and connected devices
- Completes equipment testing, repairs, and calibrations in accordance with Industrial Scientific factory service center and National Institute of Standards and Technology (NIST)
- Seeks problem resolution; communicates process/product issues through JIRA and Service Desk
- Conducts daily/monthly quality and standardization (5S) audits; documents findings and debriefs area POC ensuring a clean, safe, and functional work areas
- Approaches any change with a positive attitude, and fosters our continuous improvement culture
- Complies with all product and service bulletins; performs software/firmware updates, product updates of hardware

**QUALIFICATIONS REQUIRED (Non-Negotiable)**:

- Demonstrated ability to provide highly effective training on both products and processes to junior technicians
- Demonstrated ability to effectively execute mentor duties with assigned mentees per fulfillment training plan
- Ability to effectively communicate with various levels within the organization to solve problems
- Ability to repair surface mount and through hole PCBs to IPC Class III soldering standards
- Proficient with connected device operation to include Wireless (Wi-Fi), Cellular, Ethernet, Bluetooth, Lens, and Global Positioning System (GPS)
- Strong understanding of toxic and explosive gas characteristics
- Proficient in setup and operation of gas detection electronic diagnostic equipment and test fixtures
- Proficient with ISC Support Systems (iNet Systems, Salesforce, Oracle, JIRA, Windchill, ServiceDesk)
- Proficient with MS Office Applications (Word, Excel, Outlook)
- Demonstrated strong attention to detail, outstanding resourcefulness, flexibility, ability to work independently as well as within a team setting, and the ability to maintain high quality standards
- Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
- Ability to diagnose and solve problems based on customers non-technical descriptions
- Ability to determine warranty status and build customer repair estimates
- Ability to troubleshoot, adjust, and replace defective or malfunctioning electronics components using hand tools
- Ability to regularly perform fine finger/hand movements
- Established commitment to providing the best customer service, every transaction, every time
- Highly organized and capable of performing multiple tasks simultaneously

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