Field Service Technician

5 months ago

Regina, Canada MULTIVAC Canada Inc. Full time

**Job Title**:Field Service Technician

**Department**:Service

**Location**:Various Site Locations

**Summary**:
This position is responsible for:

- Troubleshooting, repairing and installation of MULTIVAC machines, MR labellers and potentially 3rd party equipment in Canada.
- To train customers on the operation, maintenance, and safety of the machines and to promote good customer relations.
- To ensure all work is completed to the customer's total satisfaction.
- To project manage all work to an end from a customer service perspective working with various departments within the business.
- Reporting on a daily basis to the Helpdesk/Scheduler to keep the company up to date.

**Time Utilization**:
This position may travel up to 75% of the time. Schedule needs to be flexible to accommodate sales team and customer schedules.

**Essential Duties and Responsibilities**:
Include the following, other duties may be assigned:

- Call scheduler to receive messages and job assignments. Performance Measure: Consistently calls into the Scheduling Desk on a daily basis.
- Install and Commission machines. Performance Measure: Installations are completed in a timely and complete manner, are technically sound and to the customers' satisfaction. Issues or Snag lists are owned and addressed. Installation document is filled in and signed off.
- Train customers in operation, maintenance, and safety of the equipment, taking care to follow specified procedures for safety instruction, and educate the customer how to contact our Spares or Service department. Performance Measure: Consistently follows safety procedures when training customers. Training customers so they are comfortable with operational, maintenance and safety procedures of their machine and making sure they understand their machine manual, and how and who to reach at MULTIVAC should problems occur.
- Troubleshoot and repair machines on site or over the phone (support). Performance Measure: Machines are repaired in a reasonable amount of time and customer expectations are satisfied in a cost-effective manner.
- Administration work complete and submitted within company deadlines. Fill out service reports, expense reports, and timesheets in a timely manner. Performance Measure: Reports are signed, completed, and uploaded on a regular basis and consistently within time limit guidelines. Expense reports must be submitted on time each month. Timesheets are completed in full bi-weekly by the due date.
- Pro-actively work from home office when there is no on-site customer work scheduled. The Company expects you to pro-actively approach known customers which have not been visited by MULTIVAC in a long time, those who are having "ongoing" problems, or also approach potential customers who have MULTIVAC machines, but do not use MULTIVAC Service or Spares. Performance Measure: when working from home-office, submit report with activities for that day.
- Travel to and from customer sites. Performance Measures: Consistently make travel arrangements per company policy and in the most cost effective and time efficient manner possible. Consistently keep customers informed of arrival times.
- Correct working with provided means of communication. Performance Measures: Be available on mobile communication device as much and in a timely manner as possible, given that there is signal availability. Use the company provided computer for written communication, synchronize with the server, update Service reports etc. in a timely manner.

**Core Performance Expectations**:

- Ability to perform varied assignments - can manage a number of tasks and is efficient and effective in all jobs and expresses no concern when called on to do another job. Can set goals and priorities appropriately.
- Consistency - can be counted on to have work done and done thoroughly and accurately in a uniform basis.
- Ownership - if and when problems occur, takes ownership and will not let go of issue until solved and customer is fully satisfied.
- Responsibility - ability to live up to the responsibility and requirements of the position.
- Ability to work under pressure - ability to get work done and in a manner that does not interfere with others' attempts to do the same.
- Ability to work unsupervised - being able to perform the job without supervision.
- Teamwork/ internal customer service. Working productively with other groups to meet goals and solve problems.
- Flexibility - ability to respond and adjust to changing or new situations. Maintain effectiveness in varying environments and with different tasks, responsibilities, and people.
- Technical/ professional expertise - knows and uses the appropriate technical skills. Keep up to date on changes in professional area of expertise.
- Observance of organizational policies - supports the company/ department policies and work rules. Comply with company standards of conduct, Human Resources, and safety policies.

**Preferred Knowledge, Skills & Abilities**:

- Mini

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