Field Service Technician

MULTIVAC Canada; Quebec; On-site; CAD 55,000 - 75,000; Full time

Job summary

MULTIVAC Canada is looking for a field service technician based in Quebec to troubleshoot, install, train, and service MULTIVAC machines and related equipment. You will work with the sales team and other departments to ensure customer satisfaction and timely project completion.

The role requires training customers on operation and safety, and you may travel up to 75% to customer sites. A bilingual capability is essential to support both French and English-speaking customers in Quebec.

Qualifications

• Two to four year college degree or higher, or a high school diploma with 2+ years related experience.
• Experience in field service within manufacturing preferred.
• Must be bilingual in French and English to support Quebec customers.

Responsibilities

• Call scheduler for messages and assignments daily.
• Install and commission MULTIVAC machines on site.
• Train customers on operation, maintenance, and safety procedures.
• Troubleshoot and repair machines on site or remotely to meet timelines.
• Complete service reports, expense reports, and timesheets by deadlines.
• Proactively engage known customers with follow-ups when not on-site.

Skills

Troubleshooting

Installation

Repair

Customer training

Project management

Scheduling

Communication

Education

College degree or equivalent

Tools

CRM software

ERP systems

MS Word

MS Excel

Job description

• Troubleshooting, repairing and installation of MULTIVAC machines, MR labellers and potentially 3rd party equipment in Canada.
• To train customers on the operation, maintenance, and safety of the machines and to promote good customer relations.
• To ensure all work is completed to the customer's total satisfaction.
• To project manage all work to an end from a customer service perspective working with various departments within the business.
• Reporting on a daily basis to the Helpdesk/Scheduler to keep the company up to date.

Department: Service,Division: Customer Care,Reports To: Technical Service Manager

Location Requirement: Candidate must be currently located in province of Quebec.

This position may travel up to 75% of the time. Schedule needs to be flexible to accommodate sales team and customer schedules.

Essential Duties and Responsibilities:

Include the following, other duties may be assigned:

• Call scheduler to receive messages and job assignments. Performance Measure: Consistently calls into the Scheduling Desk on a daily basis.
• Install and Commission machines. Performance Measure: Installations are completed in a timely and complete manner, are technically sound and to the customers' satisfaction. Issues or Snag lists are owned and addressed. Installation document is filled in and signed off.
• Train customers in operation, maintenance, and safety of the equipment, taking care to follow specified procedures for safety instruction, and educate the customer how to contact our Spares or Service department. Performance Measure: Consistently follows safety procedures when training customers. Training customers so they are comfortable with operational, maintenance and safety procedures of their machine and making sure they understand their machine manual, and how and who to reach at MULTIVAC should problems occur.
• Troubleshoot and repair machines on site or over the phone (support). Performance Measure: Machines are repaired in a reasonable amount of time and customer expectations are satisfied in a cost-effective manner.
• Administration work complete and submitted within company deadlines. Fill out service reports, expense reports, and timesheets in a timely manner. Performance Measure: Reports are signed, completed, and uploaded on a regular basis and consistently within time limit guidelines. Expense reports must be submitted on time each month. Timesheets are completed in full bi-weekly by the due date.
• Pro-actively work from home office when there is no on-site customer work scheduled. The Company expects you to pro-actively approach known customers which have not been visited by MULTIVAC in a long time, those who are having "ongoing" problems, or also approach potential customers who have MULTIVAC machines, but do not use MULTIVAC Service or Spares. Performance Measure: when working from home-office, submit report with activities for that day.
• Travel to and from customer sites. Performance Measures: Consistently make travel arrangements per company policy and in the most cost effective and time efficient manner possible. Consistently keep customers informed of arrival times.
• Correct working with provided means of communication. Performance Measures: Be available on mobile communication device as much and in a timely manner as possible, given that there is signal availability. Use the company provided computer for written communication, synchronize with the server, update Service reports etc. in a timely manner.

Core Performance Expectations:

• Ability to perform varied assignments – can manage a number of tasks and is efficient and effective in all jobs and expresses no concern when called on to do another job. Can set goals and priorities appropriately.
• Consistency – can be counted on to have work done and done thoroughly and accurately in a uniform basis.
• Ownership – if and when problems occur, takes ownership and will not let go of issue until solved and customer is fully satisfied.
• Responsibility – ability to live up to the responsibility and requirements of the position.
• Ability to work under pressure – ability to get work done and in a manner that does not interfere with others' attempts to do the same.
• Ability to work unsupervised – being able to perform the job without supervision.
• Teamwork/ internal customer service. Working productively with other groups to meet goals and solve problems.
• Communicate ideas and information clearly and persuasively. Listens attentively and asks questions as appropriate.
• Flexibility – ability to respond and adjust to changing or new situations. Maintain effectiveness in varying environments and with different tasks, responsibilities, and people.
• Technical/ professional expertise – knows and uses the appropriate technical skills. Keep up to date on changes in professional area of expertise.
• Observance of organizational policies – supports the company/ department policies and work rules. Comply with company standards of conduct, Human Resources, and safety policies.
• Creativity – looks beyond the routine to see more creative ways of doing the job. Has the ability to modify ideas to fit a particular problem or situation.

Education/Experience:

College - two to four years degree program, or high school diploma with two or more years of industry related experience; or an equivalent combination of education and experience. Previous experience with field service work in the manufacturing industry is preferred. Minimum of two years of packaging or maintenance experience.

Language Ability:

Ability to respond to common inquiries or complaints from customers. Ability to effectively present technical information and respond to questions from groups of customer representatives. For Quebec based Technicians, must be bilingual to be able to support both French and English speaking customers.

Technical Ability:

Ability to read and interpret documents such as blueprints/schematics, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization. Ability to calculate figures and amounts such as area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.Electrical, pneumatic, mechanical, and machine shop skills.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Order processing systems; Internet software, ERP systems; Database software and Customer relationship management (CRM), etc.

Certificates and Licenses:

Current valid driver’s license, current passport, and a clean police background check which provides the ability to travel as required by position.

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job (at customers’ sites) the associate is occasionally exposed to work near moving mechanical parts, wet or humid conditions (non-weather), cold (non-weather); heat (non-weather) and risk of electrical shock.

The noise level in the work environment is usually moderate.

MULTIVAC Behaviour Standard:

Maintain a positive work atmosphere by acting and communicating in a respectful manner with customers, clients, co-workers, and management.

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