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Technical Field Specialist

2 weeks ago

Edmonton, Canada Endress+Hauser Canada Ltd. Full time

At Endress+Hauser, progress happens by working together. As the global leader in measurement instrumentation, our ~17.000 employees shape the future in the field of process automation. Whether developing and realizing new technology as a team, collaborating to build instrumentation, or strengthening vital relationships with countless global industries, we work to create trusted relationships that help everyone thrive. As a family-owned company, we look beyond short-term moves and work to create a vision that is forward-thinking for our people, our clients, and the world at large.

Endress+Hauser Canada was founded on May 1st, 1990. The company's main office is in Burlington, Ontario and additional offices are in Montreal, Quebec, Calgary & Edmonton, Alberta. Our Channel Partners and Authorized Service Partners provide coverage and support across Canada.

We are looking for a Technical Field Specialist to join our group to be responsible for providing high level of expertise for customers, Endress+Hauser and all affiliated companies and partners via in-person and all digital platforms available to ensure a smooth and enjoyable customer experience. Interface with the production centers and take on technical customer complaints to ensure expedient and satisfactory solution for all as necessary. Working under mínimal supervision, trouble shoot and repair instruments both on site and in the office. Provide start-up/commissioning on site, field validation and calibration of instruments as part of maintenance contracts, provide training on site or in the office for both internal and external customers, participation in the 24/7 help desk on call rotation.

**What is the role about?**

Are you able to provide high-level technical support? Here at Endress+Hauser high level of expertise for customers, Endress+Hauser and all affiliated companies and partners via in-person and all digital platforms available to ensure a smooth and enjoyable customer experience.

Are you able to ensure that our customers are always informed and satisfied with our field service activities? You will provide continuous communication with customers and keep all parties informed about the status of your activities and corrective actions.

As a Technical Field Specialist, you will be a key player, responsible for delivering a high level of service to our customers.

**Which tasks will you perform?**
- Create knowledge on E+H products, solutions and software
- Consult with customers on measurement, process and metrology solutions
- Act as project lead for large-scale commissioning projects (on-site presence may or may not be required) as needed
- Able to work alone or as part of a field service team, E+H project team or contractors
- Comply with the Occupational Health & Safety Act (OH&S)
- Timely and professional handling of Field service calls and issues arising from the field service visit
- Timely completion and submittal of all paperwork per Company guidelines
- Provide backup coverage for colleagues when they are in training or on vacation
- Support in the review of customer training materials created by training manager and do the training
- Interface with cross functional work teams including sales, projects, service and product management
- Work closely with the production centers to identify and resolve product issues and opportunities
- Ability to support and resolve customer complaints in collaboration with sales and service
- Attend recall kick off meetings and advise on potential impacts and action plan
- Identify and recommend needs as it relates to process improvements
- Provide coaching and mentoring to all technicians utilizing consultative methodology
- Ride-a-longs with technicians to observe things related to customer experience and brand and strategy alignment
- Participate in mentoring newly onboarded technicians (on-site/remote) (as consultant)Any other duties as assigned

**What do we expect from you?**
- College Diploma in Instrumentation Engineering or Instrument Mechanics
- Minimum of 3 years of field experience within an Instrumentation related role
- Strong computer processing skills including Microsoft Office, SFDC, and PowerPoint
- Demonstrable training experience
- Working knowledge of SAP, Access & other project tools an asset
- Willing to travel up to of 50%-75% of the timeBilingual (French/English) is an asset

**What can you expect from us?**
- We are a family-owned, highly committed company with a sustainable vision.
- We promote lifelong learning with versatile training and further education opportunities, internal knowledge transfer and e-learning.
- We prioritize Work-Life Balance, offering flexible working hours and hybrid remote work opportunities to support our employees in maintaining a healthy balance.
- We are committed to Eco-Friendly Initiatives, actively participating in EcoVadis to promote sustainable and responsible business practices.
- We provide On-Site Amenities such as our fitness centre