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Technical Service Specialist

3 months ago

Cambridge, Ontario, Canada ATS Automation Full time

The world is constantly evolving, and so is ATS Automation. We are at the forefront of innovation, setting trends rather than following them.

Are you ready to make a significant impact? Become a vital part of our ATS Automation Systems division, a branch of ATS Corporation, a publicly traded global leader with a rich legacy. We are committed to advancing the future through our comprehensive automation solutions. Within the Automation Systems division, our work is crucial – we tailor, construct, and maintain essential automated solutions for the medical device and pharmaceutical sectors. Our mission is to assist our clients in enhancing the quality of life for individuals worldwide. When precision is paramount and product failure is unacceptable, leading life sciences organizations rely on us to tackle their production challenges.

Position Overview

ROLE SUMMARY:

The Field Service Representative is accountable for servicing automation machinery both remotely and on-site, concentrating on resolving customer challenges to foster loyalty and revenue growth aligned with client needs. This role includes preparing detailed service reports to facilitate system enhancements and uncover new opportunities. Representatives will alternate between service assignments and integration into our system assembly process, gaining in-depth knowledge of specific systems to become subject matter experts, thereby supporting our clients throughout their systems' lifecycle.

KEY RESPONSIBILITIES:

· Diagnose mechanical issues at client locations and implement necessary adjustments to restore equipment functionality.

· Identify and rectify abnormal equipment conditions and inaccuracies in customer operations.

· Aid in developing operational and troubleshooting expertise within the operations team.

· Assess and recommend additional tools or equipment to optimize customer equipment performance.

· Propose repairs or replacements only for items that necessitate such actions.

· Travel to domestic and international client sites for both short- and long-term support.

· Lead on-site teams and act as a liaison between the customer and ATS Project Manager.

· Coordinate with third-party vendors to resolve technical issues as needed.

· Adhere to ATS and customer plant safety regulations while on-site.

· Complete comprehensive service reports promptly and submit them to the relevant parties.

· Ensure customer issues are resolved through follow-up communication and project closure when necessary.

· Be available for on-call duties on a rotational basis.

· Communicate effectively with internal and external clients to understand their needs and provide appropriate support and solutions.

· Gather and compile all essential technical information and customer specifications to prepare for service engagements.

· Facilitate warranty and non-warranty claims with customers.

· Manage service projects, including team meetings, scheduling, and financial oversight as required.

· Assist colleagues and undertake temporary or permanent assignments as directed by the Service Manager.

· Stay updated on current products and equipment utilized at ATS.

· Strive to meet or exceed customer expectations efficiently.

· Complete daily site reports and safety checklists.

· During integration into Systems assembly, fulfill all responsibilities outlined in the Toolmaker job descriptions.

· Willingness to travel to customer locations is essential.

· Anticipate up to 80% travel during service rotations annually.

· Set an example of company culture through integrity and professional competence. Comply with all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Policies, and Employee Expectations.

Qualifications:

Education:

· A post-secondary diploma, degree, or certificate in mechanical engineering, Tool & Die making, Millwright, MTBI, or a related field. Design experience is advantageous.

Experience:

· A minimum of five years of experience in servicing or constructing high-speed automation systems.

The ideal candidate will possess strong communication skills, demonstrate professionalism, and exhibit well-developed interpersonal abilities to collaborate with all levels of customer and ATS management in a multi-disciplinary engineering environment under pressure. A solid understanding of pneumatics and hydraulics, along with basic electrical and system control knowledge, is essential. Proficiency in reading engineering drawings, reference manuals, and assembly system instruction guides is required. Familiarity with Microsoft Word and Excel is necessary. The individual must quickly acquire knowledge to effectively troubleshoot systems.

If you are enthusiastic about this role but do not meet all the qualifications listed above, you are still encouraged to apply.

Why Choose ATS Automation?

We Value Our People: The cornerstone of a successful company is its team. We continuously strive to develop, engage, empower, and energize our workforce. The best talent seeks to collaborate with the best teams, which are diverse and inclusive.

What We Do Matters: Our projects in Life Sciences play a crucial role in enhancing lives globally. ATS is committed to achieving carbon neutrality by 2030.

Innovation and Problem Solving: Continuous improvement is at the heart of our operations. We focus on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas, and promoting creative problem-solving.

Growth and Development: ATS offers numerous opportunities for professional advancement, including a tuition reimbursement program, individual development initiatives, and a commitment to promoting from within.

Competitive Total Rewards: We provide competitive starting salaries, eligibility for overtime pay, paid vacation, an Employee Incentive Bonus program, comprehensive health and dental benefits, a 4% RRSP matching program, and an optional Employee Share Purchase Program.

A Place to Belong: We celebrate our differences and ensure that all employees have equal opportunities for growth and development. We believe that diversity of thought, background, and experience is essential for our success and innovation.

ATS complies with the Accessibility for Ontarians with Disability Act (AODA), 2005, and will assist those who may require specific accommodations due to a personal disability upon request.