Field Service Technician

3 weeks ago

Greater Toronto Area, Canada Heidolph Full time

**Position: Field Service Technician**
**Company Info**:Heidolph
**Reports to**: Director of Sterilization & Service
**Has Contact with**: Customers, Sales & Technical Support teams, Management
**Estimated Start Date**: Immediate
**Territory**: All of Canada, with a focus on Ontario and Quebec
**Residence**: GTA or surrounding area preferred

**Job Type**: Full-Time
**Compensation**: Base + Commission. Heidolph offers a comprehensive compensation package.
**Education**: Electronic diploma plus good knowledge of Chemistry or other related science designation preferred.
**Experience**: Minimum 2+ years of field sales experience. Sterilization certification or laboratory background preferred. Technical sales experience with labware or other scientific instrumentation or equipment is an asset. Experience with sales management tools such as Zoho or CRM preferred. Strong presentation skills.
**Travel**: 50 to 60% travel time within assigned territory is expected. Some travel nationally
and internationally (e.g., to the U.S for meetings and training).
**Languages**:Full English proficiency required, verbal and written. French language skills are considered a strong asset.
**Other**:Must be legally eligible to work in Canada and travel internationally (valid driver’s license and passport).

**Company Profile**

Heidolph is a well-established and leading global manufacturer or laboratory equipment headquartered in Germany. With products and solutions used in over 80 countries worldwide, Heidolph is seeking an experienced Field Service Technician to help further develop and grow the Canadian market. The Field Service Technician will focus on growing the customer base across Canada with a focus on Ontario and Quebec and other regions as required.

**Position Summary**

The Field Service Technician will have an entrepreneurial spirit and will be directly responsible for delivering on-site service. The goal will be to drive service success to improve customer satisfaction, maximize customer retention, and increase profitability.

**Main Duties & Responsibilities include, but are not limited to**:

- Provide service and customer support during field visits.
- Manage all on-site installation, repair, maintenance and test tasks.
- Diagnose errors or technical problems and determine proper solutions and parts needed to fix the problem.
- Troubleshoot errors and technical issues over the phone.
- Provide service and customer support during field visits.
- Effectively manage travel requirements within the designated territory.
- Tie workflow to schedule.
- Manage all on-site installation, repair, maintenance and test tasks.
- Diagnose errors or technical problems and determine proper solutions and parts needed to fix the problem.
- Produce timely and detailed service reports.
- Follow all company procedures and protocols.
- Cooperate with the technical team and share information across the organization.
- Comprehend customer requirements and make appropriate recommendations/briefings.
- Ensure customer's service needs are quickly and efficiently met to ensure customer satisfaction.
- Build positive relationships with customers and promote Heidolph products.

**Desired Attributes**:

- Proven field service experience.
- Ability to troubleshoot, test, repair and service laboratory equipment including autoclaves, rotary evaporators, and other Heidolph products.
- Ability to adapt to changing work schedules.
- Familiarity with electronics, electronic testing equipment, plumbing, mechanical equipment, and hand tools.
- Technical degree or certification desired.
- Willingness to travel Monday-Friday.
- Ability to work flexible shifts and to adapt to changing work schedules.
- Strong verbal and written communications.

**Preferred Experience and Qualifications**:
Collaborative -- A dynamic personality that is collaboratively minded, can recognize and identify strengths, seek consensus around mutual goals, and build meaningful relationships.

Methodical -- Strong analytical, systems, and problem solving skills to evaluate performance, prepare reports, and recommend/implement solutions using independent judgment. Ability to move from concepts to action through strong program design and evaluation.

Reliable -- The ability to deliver high quality service. Highly capable of handling multiple tasks, projects and timelines. Excellent oral and written communications skills.

Trusted -- Ability to work with customers, partners, and staff of diversified backgrounds with a positive, optimistic, solutions oriented attitude. Shares a deep respect for the company values.

Driven -- Passion for the work and an interest in continuous learning and improvement.
- The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be a complete list of all responsibilities, duties, and skills required. Heidolph North America is an Equal Opportunity Employer

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