Field Service Technician

5 days ago

Quebec Province, Canada MULTIVAC Canada Inc. Full time

**Division**:Customer Care **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. Normal business hours are 8:00am to 5:00pm. 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 office 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 guidelines. Expense reports must be submitted on time each month. Timesheets are completed in full bi-weekly by the due date.
- 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.

**Core Performance Expectations**:

- Ability to perform varied assignments - can manage a number of tasks. Is efficient and effective in all jobs and expresses no concern when called on to do another job. Is able to 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, take ownership and will not let go 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.
- 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**:

- Minimum of two years of packaging or maintenance experience.
- Analytic skills are a must.
- Blueprint and schematic reading skills.
- Basic computer knowledge (Windows, MS Office).
- Electrical, pneumatic, mechanical, and machine shop skills.
- Valid driver’s licence and clean drivers’ abstract.
- Valid passport to facilitate travel to customer locations and/or for training purposes; clear criminal background check.

**Qualifications**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education/Experience**:
College - two to four years degree program, or high school diploma with two or more years of industry related e

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