Field Service Engineer - Canada Based

KPM Analytics; Hamilton, Toronto, Waterloo; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in scientific instrumentation seeks a Technical Field Support Engineer to provide on-site support in North America. The role involves installation, training, and maintenance of instruments, ensuring customer satisfaction and process improvements. Candidates should have a BS in Mechanical or Mechatronics Engineering and 5+ years in field support. Fluency in English is mandatory, with 75% travel expected.

Qualifications

• 5+ years of experience in Field support or related field.
• Fluency in English is mandatory.

Responsibilities

• Travel to customer sites for installation, training, and maintenance.
• Drive customer satisfaction through professional interaction.
• Function as a change agent by analyzing service quality.

Skills

Communication

Customer Service

Problem Solving

Organizational Skills

Multitasking

Education

BS, Mechanical or Mechatronics Engineering

Job description

KPM Analytics is a global leader in scientific instrumentation, dedicated to helping companies manage product quality and brand value across diverse sectors, including food, agriculture, industry, environment, and clinical applications. Our innovative solutions empower clients to meet critical quality parameters and enhance their operational effectiveness.

Territory: Canada & the United States

Duties and Responsibilities

Technical Field Support:

• Travel to customer sites throughout North America to perform installation & training on new instruments, preventive maintenance, and repair activities.
• Position is focused on KPM brands in the process market.
• Drive customer satisfaction through professional interaction with customers while working on critical issues.
• Prepare weekly and monthly field report summaries.
• Serve as the primary “on-site” technical support engineer for select KPM key accounts in the Hamilton/Toronto, Canada region.
• Requires persuasive communication and people skills.
• Provide guidance and training on properly using KPM products, leveraging multiple communication channels.
• Accurately capture customer interactions and case details in Salesforce.
• Ensure all technical issues are documented and solutions implemented through following established policies and procedures.

Process Improvement

• Function as a change agent by analyzing service quality, redesigning processes, and implementing improvements. Consult with other departmental and managerial personnel to improve customer service.
• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification.
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources.
• Continuous learning is a way of life; position is expected to learn and retain knowledge to deliver service across different KPM product brands.

Experience

• 5+ years of experience in Field support or related field, electronics experience preferred.

Education

• BS, Mechanical or Mechatronics Engineering
• Develop and nurture strong relationships with KPM customers.
• Skilled in repairing, troubleshooting, installing and equipment maintenance.
• Rapid learning and application of the latest information.
• Strong knowledge of electronic boards, circuit repair and replacement.
• Approach complex tasks and problems by breaking them down. Systematically compare multiple alternatives. Notices discrepancies and inconsistencies in available information.
• Excellent written and verbal communication skills.
• Ability to read/interpret technical diagrams (instrument components).
• Ability to multitask, under pressure, with minimal supervision.
• Make decisions and sound judgments in special situations.
• Great organizational skills.
• Ability to plan and execute travel/customer schedules.
• Ability to lift/carry 60 kilos.
• Ability to perform service-related tasks (parts removal/installation) at heights between 3-10m.
• Knowledge of principles and processes for providing high-quality customer service.

Language/Travel

• Fluency in English is mandatory
• Fluency in French or other languages is a plus
• 75% travel expected, with occasional international travel outside North America
• Location: The home base is in the Hamilton/Toronto/Waterloo, Canada region.
• Typical onsite activities will be in food processing facilities, factories, chemical laboratories, and Universities where PPE may be required. While performing this job, the employee is regularly required to stand, sit, talk, hear, and use hands to operate a computer and analytical instrumentation.

If you are passionate about customer service and committed to excellence, we invite you to join our team at KPM Analytics. Apply today to help shape the future of our Field Service operations in North America!