Field and Customer Service Technician

**_Join us on the journey to help build the world using applied robotics and AI_**

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact. It's a captivating time to be part of our journey - here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

**Novarc Technologies** is looking for a **Field and Customer Service Technician** to join our growing team and support the production of our cobots.Our never-before-seen welding cobots require technical client support through the sales, customization and installation process.

**Summary**:As a Field and Customer Service Technician, reporting to the Director of Customer Support, your primary responsibilities will be to ensure Novarc’s Spool Welding Robots (SWRs) are installed, commissioned, and handed over at client sites, as well as travel to sites to support with customer service and robot preventative maintenance duties.

You will interact with the Novarc engineering and Operations teams, subcontractors, and vendors. You will be the point of contact for installations you are both physically at and remotely managing. You will also liaise with clients to ensure they are prepared for the installation and meeting the SWR’s installation requirements. The position may involve up to 50% travel during busy seasons, mostly in North America but potentially Internationally.

**Duties and Responsibilities**:

- On-Site Customer Support_**:

- Install and commission new products.- Perform Site Acceptance Tests (SATs) on new systems at site.- Provide on-site field service support to Novarc’s products by answering technical questions to clients on the use of the product. On-site troubleshooting of Novarc’s products for mechanical, electrical, and control system issues.- Schedule and Supervise subcontractors on site, including Health, Safety, and Quality compliance.- Perform on-site task risk and safety assessments.- Create detailed site reports for every site visit and installation, and provide them in a timely fashion to the team.- Carry out NovCare (Novarc customer service package) maintenance duties.- Manage the site toolbox, and ensure all tools and consumables are tracked, updated, and cared for.- Demonstrate a personal commitment to Quality, Health Safety and Environment.- Promote a culture of continuous improvement, and lead by example to ensure company goals are met or exceeded.
- Novarc home office:_-
- Engage with customers remotely to troubleshoot issues.- Lead communications with clients about upcoming installations, expectations, and plan with the Novarc team accordingly, acting as Project Manager for installations.- Assist in the production, testing, disassembly and crating duties of the SWR units.- Assist in any shop activities assigned by the operations or manufacturing managers, as approved by the technical customer service manager.- Assist in engineering duties assigned.- Create detailed Lesson's learned databases based on installations and service trips. Ensure these lessons are followed through for incorporation.- Create and manage Standard Operating Procedures (SOPs) for installations.- Provide input on documentation and operating instructions in a timely manner.- Ensure the Novarc installation toolbox is fully stocked with relevant consumables and tools.- Submit purchase requests for required tools for the SWR toolbox.

**Minimum Qualifications and Experience**:

- 5+ years as a Field Service Technician or Engineer.- Technologist Diploma or Engineering degree in Electrical, Robotics or Mechatronics.- Excellent English communication and documentation skills (oral and written) for our customers.-
- Experience with electrical systems such as electrical control panels, and ability to read electrical schematics.- Experience with mechanical assemblies such as metal fabricated parts, pneumatics, and gears/motor drive systems, and ability to read mechanical assembly drawings.- Experience in commissioning and installation under pressured timelines- Strong organizational and time management skills- Ability to travel significantly - up to 50% within North America, with the possibility to travel internationally.

**Nice to have**:

- Experience with Customer Support.- Experience with Project Management.- Experience with AC and servo motor operation and selection.- Experience with PLC programming, especially Omron products.- Experience with MIG welding systems.- MIG Welding experience.- Familiarity with OMRON servos and drives.- Exposure to and use of cloud-based project management software “Wrike”.- Knowledge of HSE, QA, Ishikawa (cause and effect