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Field Support Specialist

2 weeks ago

Concord, Canada Mirion Technologies (Canberra CA) Ltd Full time

**Core Duties/Responsibilities**:

- Perform hands-on equipment troubleshooting and repair in the field and in the Concord factory, as applicable.
- Provide customer support in the installation, modification, training, consulting, and repair of complex computer based nuclear research instrumentation.
- Provide engineering and consulting support for nuclear power plants, laboratories, educational and homeland security customers.
- Training the end user on the basics of operation and routine maintenance.
- Provide customer with information on the theory of operation, design, and disassembly, as well as handling common and complex diagnoses and troubleshoots of the various products.
- Conduct training presentations, product demonstrations, and hands-on instruction.
- Maintain good customer relations and customer satisfaction by serving as the company liaison on administrative and technical matters for assigned projects.
- Complete and maintain detailed records of all technical problems using the company's database.
- Support the product improvement lifecycle with objective evidence of product performance in the field.
- Responsible for regional business development efforts in coordination with other team members to secure new support contracts and other growth opportunities.
- Create, maintain and update technical literature on the platform.
- Support internal departments as requested within the service function.
- Perform other duties as assigned.
- Work as an Internal Service Tech for the site products.
- Handle direct customer questions which fall under the normal scope of the Service Tech role.
- Participate in technical requirement reviews for site orders.
- Work with Project Management & Engineering with regards to technical issues.
- Take on inquiries that go to Manufacturing Engineering & Engineering departments - service requirements/questions.
- Responsible for the field installation instructions such as Upgrades to RTM860 and other monitors.
- Write service bulletins with guidance from Engineering or Production.
- Perform other duties as assigned.

**Skill/Knowledge & Other Requirements**:

- Minimum 1 to 3 years of experience servicing in a highly technical environment or related industry.
- College/Post-Secondary Degree in Electronics, Nuclear Engineering or equivalent.
- Must have technical acumen preferably in Electronics, Mechanical or Science/Physics background.
- Ability to conduct presentations.
- Exceptional oral and written communication skills to communicate effectively with all levels within the organization and with external stakeholders.
- Good listening skills.
- Strong interpersonal, organizational skills along with strong analytical and problem-solving abilities.
- Strong computer skills in a Windows environment and Microsoft Office.
- Ability to read and understand technical drawings.
- Well-disciplined, self-starter with an enthusiastic and entrepreneurial spirit.
- Logical and analytical in approaching solutions to complex problems.
- Exceptional time management skill.
- Able to build and maintain relationships with corporate departments and customers.
- Able to work efficiently as a part of a team as well as independently.

**Other Skills/Knowledge**:

- SAP.
- Thorough knowledge and proficiency of Mirion Technologies products and software.
- Knowledge and experience in Nuclear Physics and Radiation Principles.
- 1 to 3 years of experience in a technical/customer service position involving complex system troubleshooting and resolution at modular and/or component level.
- Basic knowledge of Autodesk tools.
- Electronic and mechanical components background is an asset.
- Must have a valid driver’s license.

**Experience**: Required
- 1 to 3 years of experience in a technical/customer service position involving complex system troubleshooting and resolution at modular and/or component level.