Field Service Representative

3 days ago

Cambridge, Ontario, Canada ATS Automation Full time
Job Summary

We are seeking a highly skilled Field Service Representative to join our team at ATS Automation. As a Field Service Representative, you will be responsible for servicing automation equipment remotely and at customer facilities, with a focus on resolving customer issues to support increasing customer loyalty and revenue.

Key Responsibilities
  • Troubleshoot mechanical equipment at customer facilities and make necessary adjustments to bring equipment up to running status.
  • Report and correct abnormal equipment conditions and inaccurate actions by customer staff.
  • Support developing operating and troubleshooting knowledge of the operations team.
  • Review and suggest additional tools or equipment necessary to better operate or maintain customer equipment.
  • Make recommendations to repair or replace only items that require repair or replacement.
  • Travel to domestic and international customer locations for long- and short-term support.
  • Lead on-site teams and liaison with customer and ATS project managers.
  • Coordinate 3rd party vendors and assist in resolving technical issues as required.
  • Follow ATS and customer plant and safety regulations while at their facility.
  • Complete detailed service reports for services provided in a timely manner and submit to the appropriate personnel.
  • Ensure customer issues have been resolved through follow-up communication and project/case closure if required.
  • Be available to be on-call on a rotational basis.
  • Communicate through various mediums with internal and external customers to understand needs and support resources and solutions accordingly.
  • Collect and assemble all necessary technical information and customer specifications to prepare for service scope.
  • Facilitate warranty/non-warranty claims with the customer.
  • Coordinate service projects, including team meetings, schedules, and financials as required.
  • Assist others and take on temporary or permanent assignments as requested by the Service Manager.
  • Responsible for keeping up with current products and equipment used at ATS in Cambridge.
  • Responsible for meeting or exceeding customer expectations in an efficient manner.
  • Fill out daily site reports and safety checklists.
  • During integration into Systems build, you will be required to perform all duties outlined in our Toolmaker job descriptions.
  • Must be willing to travel to customer sites.
  • Travel time will be up to 80% during service rotations per year.
Requirements
  • A post-secondary diploma, degree, or certificate of qualification specializing in mechanical engineering, Tool & Die Maker, Millwright, MTBI, or equivalent.
  • A minimum of five years of experience servicing or building high-speed automation systems.
  • Excellent communication and interpersonal skills, with the ability to work with all levels of customer and ATS management in a multi-disciplined engineering environment under pressure.
  • An excellent understanding of pneumatics and hydraulics, with basic electrical and system control, along with the ability to read engineering drawings, reference manuals, and assembly systems instruction guides.
  • Proficiency with Microsoft Word and Excel.
  • The ability to quickly gain knowledge to readily troubleshoot systems.

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