Field Service Technician

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

Job summary

A leading company in packaging solutions is seeking a Technical Support Specialist in Ottawa. The role involves providing expert training and support for packaging equipment, establishing maintenance programs, and collaborating with sales to develop tailored solutions for clients. Ideal candidates will possess strong communication and organizational skills, along with a foundational mechanical knowledge. This full-time position offers a competitive salary and benefits including health and dental insurance.

Benefits

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Qualifications

• 1 year mechanical knowledge required.
• Proficient in PC applications.
• Strong written and oral communication skills.

Responsibilities

• Provide technical support and training to customers.
• Install and demonstrate packaging equipment.
• Develop and document technical best practices.

Skills

Communication

Customer service

Organizational skills

Ability to explain technical concepts

Adaptability

Tools

PC applications (Word, Excel, PowerPoint)

Basic tools (including multimeters)

Job description

Position Purpose

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

Principle Accountabilities

1. Maintain knowledge of IPG products, features, functionalities, capabilities, and distribution channels; effectively communicate IPG value to customers.
2. Train customers on start-up, operation, and maintenance of packaging equipment such as WAT dispensers, product protection systems, case sealers, case erectors, etc.
3. Perform on-site installations, repairs, maintenance, and product demonstrations. Support and train distributor staff with in-house maintenance capabilities.
4. Establish preventive maintenance programs for end user accounts and build relationships with key contacts, gathering feedback.
5. 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.
6. Test and evaluate new products and custom packaging equipment; report faults and deficiencies.
7. Collaborate with sales to identify opportunities and develop solutions aligned with client needs and goals.
8. Provide technical guidance in client meetings regarding implementation, products, features, and partnerships.
9. Handle support calls via phone, email, and website.
10. Follow communication procedures, issue RMA's, and prepare work orders, expense reports, and trip reports.
11. Perform additional 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.
• Capable of understanding technical diagrams and manuals.
• Strong communication skills, both written and oral.
• Ability to manage multiple projects with minimal supervision.
• Adaptable to change and deadlines.
• Independent work capability.
• 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