Field Service Technician

Intertape Polymer Group; Ottawa; On-site; CAD 37,000 - 46,000; Full time

Job summary

A leading packaging solutions provider in Ottawa is seeking a Full-time Technical Support Specialist to provide technical guidance and support to national accounts and distributors. Responsibilities include training customers on equipment operations, performing installations and repairs, and managing technical support inquiries. The ideal candidate has mechanical knowledge and strong communication skills. The position offers a competitive salary and benefits package.

Benefits

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Qualifications

• Proficient in PC applications such as Word, Excel, PowerPoint.
• Ability to explain technical concepts to non-technical audiences.
• Strong written and oral communication skills.

Responsibilities

• Provide technical support to national accounts and distributors.
• Train customers on operation and maintenance of equipment.
• Perform installations, repairs, and product demonstrations.
• Manage a preventive maintenance program for accounts.
• Collaborate with sales to develop solutions.

Skills

PC applications (Word, Excel, PowerPoint)

Basic tools knowledge

Explain technical concepts

Interpret technical diagrams

Strong communication skills

Project management

Customer service skills

Job description

Position Purpose

Provide technical support to national accounts, distributors, and end users. Partner with sales to analyze customer situations and provide technical sales support and guidance to develop effective technical solutions that meet client requirements. Provide distributor and customer equipment solution training.

Principle Accountabilities

• Be knowledgeable about IPG products, features, functionalities, capabilities, and distribution channels. Effectively communicate the IPG value to customers.
• Train customers on start-up, operation, and maintenance of packaging equipment such as WAT dispensers, product protection systems, case sealers, and case erectors.
• Perform on-site installations, repairs, maintenance, and product demonstrations as needed. Support and train distributor in-house maintenance staff.
• Establish and manage a preventive maintenance program for existing end-user accounts. Build relationships with back-of-house contacts and gather feedback.
• Assist in developing and documenting technical sales best practices, including RFQ/RFP analysis, technical audits, quarterly reviews, time studies, cost-saving programs, reporting, and training programs.
• Test and evaluate new products and custom packaging equipment. Record and report faults, deficiencies, and unusual occurrences.
• Collaborate with sales to identify complex opportunities and develop appropriate solutions for clients.
• Provide technical guidance during client meetings on implementation, best practices, products, partnerships, etc.
• Handle technical support calls via phone, email, and website.
• Follow communication procedures for issuing RMAs, work orders, expense reports, and trip reports.
• Perform other duties as assigned.

Essential Skills and Experience

• Proficient in PC applications such as Word, Excel, PowerPoint.
• Knowledgeable in basic tools, including multimeters.
• Ability to explain technical concepts to non-technical audiences.
• Ability to interpret technical diagrams and manuals.
• Strong written and oral communication skills.
• Ability to manage multiple projects independently.
• Adaptable to change and tight deadlines.
• Capable of working independently with minimal supervision.
• Good customer service and organizational skills.

Job Type : Full-time

Pay : $37,000 - $46,000 / year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule :

• 8-hour shift
• Day shift
• Monday to Friday

Experience :

• Mechanical knowledge: 1 year (Required)

Work Location : On-site