Field Service Technician

8 months ago

Hamilton, Canada Intertape Polymer Group (IPG) Full time

**Field Service Technician**

**Position Purpose**: Provide technical support to national accounts, distributors and end users. Partner with sales to analyze customer situations and provide technical sales support and guidance to ensure that effective technical solutions are developed which fulfill the client's requirements. Provide distributor and customer equipment solution training.

**Principle Accountabilities**
- This position is required to be knowledgeable with IPG products, features, functionalities, capabilities, and distribution channels and be capable of effectively communicating the IPG value to our customers.
- Train customers on start-up, operation and maintenance of various pieces of packaging equipment; e.g. WAT dispensers, product protection systems, case sealers, case erectors, etc.
- Perform on-site installations, repairs, maintenance, service tasks and conduct product demonstrations when required. Provide maintenance support and training to Distributor accounts that have their own in-house maintenance staff.
- Establish a regular Preventive Maintenance program for existing end user accounts. Build relationships with back of house contact and gather feedback.
- Assist in the development, definition, and documentation of Technical Sales 'best practices" including but not limited to: RFQ/RFP analysis, Technical Audit, Quarterly Review, Time Studies, Annualized Cost Saving Programs, Corporate Reporting, End User Training Programs.
- Assist in testing and evaluating new products and custom packaging equipment. Record and report faults, deficiencies, and other unusual occurrences.
- Partner with sales to identify complex opportunities and appropriate solutions for new and existing clients that match their long and short-term needs and goals.
- Provide technical guidance and expertise in client meetings regarding implementation and execution, best practices, products and features, partnerships, etc.
- Follow established communication procedures - issue RMA's, prepare and submit work orders, expense reports, trip reports, etc.
- Perform other duties as assigned.

**Essential Skills and Experience**
- Associate degree in technology field, e.g. mechanical, electrical, electronics, etc., or equivalent experience
- Must be knowledgeable in the use of basic tools, including multimeters
- Ability to present technical concepts to non-technical people
- Ability to understand technical diagrams and manuals
- Strong written and oral communication skills
- Ability to manage multiple projects with minimum direction
- Adaptive to change and tight deadlines
- Must be able to work independently with little supervision.
- Good customer service and organizational skills are needed.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

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