Field Service Representative

3 weeks ago

Cambridge, Canada ATS Automation Full time

The world isn’t standing still, and neither is ATS Life Sciences - We don’t follow the trends. We set them 

 

Are you interested in being part of a team that makes a difference?  Join our growing ATS Life Sciences Systems team a division of ATS Corporation, a publicly traded global enterprise with a proud history, we are helping advance the future with our factory-wide automation solutions.  Within Life Sciences Systems, what we do matters – we custom design, build and service critical automated solutions for medical device and pharmaceutical companies. We are dedicated to assisting our customers in improving the quality of life for people around the world. When there is no room for error, and product failure is not an option, leading life sciences companies trust us to resolve their production challenges. 

 

Job Description

ROLE SUMMARY:

Responsible for servicing automation equipment remotely and at the customers’ facilities with a focus on, resolution of customer issues to support increasing customer loyalty and revenue with alignment to the customer’s needs. Responsible for preparing comprehensive service reports to support system improvements and generating additional opportunities. FSR’s will be rotated through periods where they will be performing services work, and periods where they will be integrated into our system build process where they will develop deeper knowledge of specific systems to become subject matter experts to support our customers throughout the life cycle of their systems.


RESPONSIBILITIES INCLUDE:

· Troubleshoot mechanical equipment at the customer’s facility and make the 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/suggest additional tools or equipment necessary to better operate or maintain customer equipment.

· Make recommendations to repair/replace only items that require repair/replacement.

· Travel to both domestic and international customer locations for long- and short-term support.

· Lead on-site team and liaison with customer and ATS Project Manager.

· Coordinate 3rd party vendors and assist to resolve technical issues as required.

· Follow ATS and customer’s plant and safety regulations while at their facility.

· Complete detailed Service Report for the services provided in a timely manner and submit to the appropriate people.

· 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, schedule 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 check lists

· During integration into Systems build you’ll 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 80% during service rotations per year

· You will be expected to set an example of company culture with integrity and professional competence. Adhere to all established procedures as defined by ATS Quality Procedures, Process Flows, Work Instructions, Policies, and the Employee Expectations.

Additional Information

QUALIFICATIONS:

Education:

· A post-secondary diploma, degree, or certificate of qualification specializing in mechanical engineering, Tool & die maker, Millwright, MTBI, or equivalent. Design experience is an asset.


Experience:

· A minimum of five years of experience servicing or building high speed automation systems.

· The successful candidate is a good communicator, displays professionalism and has well-developed 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 is essential. Must have experience and be proficient with Microsoft Word and Excel. Individual must have the ability to quickly gain knowledge to readily troubleshoot systems.

If you're excited about this role, but do not meet all the qualifications listed above, you are still encouraged to apply

Why YOU should join our ATS Life Sciences Systems team: 

We value our PEOPLE - The foundation of a great company is having the best team which is why we continuously work to develop, engage, empower and energize our people. The best people want to work with the best team - the best teams are diverse and inclusive teams.  

 

What we do MATTERS - our Life Sciences projects contribute to improving the lives of people around the world ATS has made a commitment to be carbon neutral by 2030 

INNOVATION and PROBLEM SOLVING is at our core - Our pursuit of continuous improvement in everything we do. Our focus is on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas and promoting creative problem-solving   

We prioritize internal GROWTH & DEVELOPMENT - ATS offers endless opportunities for professional growth and development – with a tuition reimbursement program, individual development programs and a commitment to promoting from within - there is space for you to grow your career at ATS 
 
We offer COMPETITIVE Total Rewards - Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 4% RRSP matching program and optional Employee Share Purchase Program 
 
A place to BELONG: We celebrate our differences and ensure that all employees have equal opportunities for growth and development. We believe that diversity of thought, background, and experiences is essential for our success and innovation.   
   

ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary  

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