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Field Service Advisor

3 weeks ago

Vancouver, Canada Wexxar Packaging Full time

**What will you be doing?**:

- Provide technical phone support for all **Wexxar, Bel** **& IPAK** product lines, ensuring quick and effective resolutions.
- Create and update incident forms and unit configurations in the ERP module.
- Follow up on field service technician reports and ensure all action items are completed.
- Prepare and share technical documentation with service technicians before dispatch.
- Provide after-hours technical support on a rotational basis with the after-hours team (**incentivized**)
- Collaborate daily with field service technicians, offering guidance and support as needed.
- Build and maintain positive working relationships with customers, field service teams, sales, engineering, and production.
- Review retrofit, rebuild, and upgrade orders for the Wexxar product line.
- Act as a backup for engineering and QA tasks, including box reports, sign-offs, and FATs.
- Review service reports for necessary follow-ups and identify opportunities for engineering updates.
- Schedule and lead meetings on service issues requiring cross-department collaboration.
- Follow established service processes and contribute ideas for continuous improvement.
- Manage and order tools and equipment supplies for field service technicians.
- Stay updated on **Pro Mach DPG** products through on-site and off-site training sessions.
- Perform other duties as assigned by your supervisor.

**What’s in it for you?**:
We believe in fostering an innovative and collaborative environment where your career can thrive. At **ProMach**, you’ll enjoy:

- Competitive compensation and a comprehensive benefits package available from day one.
- Paid time off, life insurance, and a retirement savings plan with company match.
- Opportunities for personal and professional growth, with ongoing training and development.
- The chance to make a meaningful impact in a fast-growing, innovative company.

**What do you bring to the table?**:

- A technical background with proven problem-solving skills.
- Exceptional communication and interpersonal skills.
- Experience with technical documentation and support tools like Syteline ERP
- Ability to gain expert knowledge on our **Wexxar, Bel, & IPAK** product lines is an asset.
- Ability to travel occasionally within Canada and the USA (approximately 10% of the time).
- A commitment to continuous learning and excellence in technical support.

**About ProMach**:
At **ProMach**, we’re passionate about innovation and customer satisfaction. Named to the **Inc. 5000** list of fastest-growing private companies, we’re a global leader in packaging and automation solutions. With the rewards and opportunities of a large organization and the entrepreneurial culture of a smaller company, you can make a meaningful impact every day.

Salary Range

Min - 75k

Mid - 85k

Max - 95k

Salary ranges are dependent on qualifications and experience. In addition to base salary, incumbents are eligible for travel OT, daily per-diems while travelling, commissions, tool reimbursements and much much more

**Education**: Preferred
- Technical/other training or better in Electronics Technology or related field
- Technical/other training or better in Automatic Control Systems or related field
- Technical/other training or better in Mechanical Engineering or related field

**Behaviors**: Preferred
- Innovative: Consistently introduces new ideas and demonstrates original thinking
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity

**Motivations**: Preferred
- Self-Starter: Inspired to perform without outside help
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization