Field Installation Service Technician Supervisor

3 weeks ago

Waterloo, Canada Septimatech Group Inc Full time

**FIELD SERVICE TECHNICIAN SUPERVISOR**

**COMPANY**:
Septimatech Group Inc. was founded 30 years ago in Waterloo, Ontario. Septima is derived from the Latin word for seven, representing our seven founding employees. Septimatech, pronounced Sep-TEAM-a-tek, places the emphasis on team, which is the heart of our company. Our people champion continuous improvements for our customers because we are passionate about innovation and delivering outstanding customer service.

Our seven guiding principles, values and beliefs are the foundation of our company (Be Committed to the Customer, Deliver Superior Quality, Act with Trust and Honesty, Do Business with Class and Dignity, Cooperate and Share Responsibility, Communicate Openly with Others, Take Leadership and Share the Excitement of Being Part of Septimatech).

Septimatech delivers productivity improvements for packaging lines and machines worldwide. We manufacture innovative, precision engineered solutions that provide repeatable, accurate adjustment for intuitive setup, operations, and maintenance.

Septimatech has had experiences of working with more than 300 types of packaging machines in personal care, home and fabric care, beverage, pharmaceutical and chemical industries. We are experts in overcoming challenges that threaten up-time, throughput, product handling and overall line performance.

**SALARY: Competitive salary based on experience**

**DESCRIPTION**:
Under the direction of the Operations Leader, the Field Service Supervisor will lead our Service Team with product installations, warranty, product training and customer support. As the Field Service Team Supervisor, you will play a crucial role in ensuring that we continue to deliver exceptional quality and craftsmanship in every project we deliver. This position is responsible for supervising our Service Team and will ensure high quality work, installations, and repairs to our products at customer sites. Must be willing and able to work in and around machines and equipment. **Must be willing and able to travel both nationally and internationally, be able to obtain and drive rental cars**, **possess a valid Canadian Passport.**
- **RESPONSIBILITILES**:

- Responsible for supervision, planning, hiring, training, performance, rewarding, and motivating Service Technicians.
- Coordinate the Technicians to meet service productivity objectives with job scheduling and ensuring a high level of Customer Service.
- Assess Service Technician skills and abilities, provide training and training recommendations, coaching, mentoring and development.
- Work with Customer Service Coordinator and Service Technicians to schedule installations at customer sites.
- Work with Customer Service coordinator and HR to ensure proper cross-border training and paperwork are in place for all team members.
- Evaluate the Service Team’s workload and supplement with Septimatech’s Contract Service partners to meet heavy scheduling demands. Work with Customer Service Coordinator on scheduling contractors.
- Responsible to ensure all Septimatech contractors abide by the same high quality Customer service standards. Supervisor and Service Technician(s) to provide product and documentation training, ensures contractors meet company technical standards, in-field support and that customer needs are met.
- Field Customer Service inquiries with the goal being Customer satisfaction by maintaining close contact throughout their service/repair experience.
- Responsible to provide the necessary training, tools and support documentation to all service staff, to provide documented reports and develop investigative and trouble shooting skills to resolve all problems with the customer, reducing the amount of in-field reworks required as well as providing exceptional service on a consistent basis.
- Travel to customer sites to install SGI products. Responsible to meet customer’s needs during installations. This includes portraying a good image of Septimatech, solving production problems for customers and training the customer in the use of the supplied product.
- Responsible for reviewing the Scope of Projects to ensure the customers needs and expectations are understood, and the proper tools and equipment are obtained before starting any installations.
- Responsible for providing detailed feedback for root cause analysis to design, sales, or manufacturing teams for corrective action. This includes drawings and measurements and any recommendations for improvement.
- Responsible for completing all ISO documentation, reports, within the scope of the job including but not limited to, Customer Supplied Product / Non-Conforming material, Service Report, In field Action reports, expense reports, hazard assessment checklists and Customer Request Forms.
- Responsible for troubleshooting problems and modifying or fabricating parts as required at the job site either with or without drawings.
- Responsible to meet customer’s needs during installations.

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