Service Technician - Remote

Working with the Territory Technical Support team, the remote technician is in charge of monitoring customer’s equipment which is under the service contract and ensuring contractual commitments are fulfilled. By monitoring remotely connected systems and identifying any process deviations, the Monitoring Center SME is responsible for investigating the root cause and working together with the customer and service team on solving any problems in a timely manner. The Monitoring Center SME interacts with the customer’s designated Champion, Technical Support Team, and Engineering.

Responsibilities:

1. Monitor the KPI’s availability like Performance, Weight, Quality, and Energy. In addition, consider cycle interruptions, frequent alarms, and concerning trends.
2. Interpret the data, compare against established limits, and identify and rank issues or concerns.
3. Troubleshoot and provide solutions whenever applicable for any issues detected.
4. Share findings depending on severity and select the best means to update the A+ Program Manager. Escalate if necessary.
5. Contribute to Weekly report content for A+ Program Manager.

Qualifications:

1. Post-secondary education (college or university degree) is preferred.
2. 5 -10 years experience within the Injection Molding Industry with emphasis on service.
3. Excellent troubleshooting skills (i.e. analytical, diagnostic, and technical problem-solving skills) with the ability to work with new and evolving technologies.
4. Good knowledge of Injection Molding Process.
5. Ability to proactively assess and mitigate the consequences of changes in system state.
6. Excellent communication (verbal, written, and presentation) and interpersonal skills.
7. Strong organization, time management, and multitasking skills.
8. Ability to interface effectively across manufacturing, engineering, and service functions.
9. Computer skills and knowledge of Windows-based applications are essential.

Working Schedule and Location:

1. Periodic work on weekends, based on rotation and overtime.
2. Working from home on weekends is allowed.
3. Shift work could be considered in the future depending on the Advantage+ Elite coverage evolution.