Field Service Technician - YOW

Smiths Group plc; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in security solutions seeks a Level One Field Service Technician in Ottawa. The role involves troubleshooting and repairing advanced detection equipment, ensuring customer satisfaction, and maintaining service logs. Ideal candidates will have strong communication skills and relevant technical training.

Benefits

Career growth opportunities

Inclusive environment

Flexible benefits

Qualifications

• 1-3 years experience in electrical or mechanical field service role.
• Proficiency in troubleshooting electrical and electronic systems.

Responsibilities

• Perform on-site troubleshooting and repairs of security equipment.
• Maintain detailed service logs and documentation.
• Engage in service sales opportunities and customer training.

Skills

Communication

Customer Focus

Teamwork

Education

Associate's Degree

Trade Certification

Tools

MS Office Suite

Job description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets : aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

The Level One Field Service Technician position demands a highly collaborative and adaptable professional who actively contributes to information sharing and peer support. This role requires exceptional oral and written communication skills, coupled with advanced electronic repair troubleshooting methodologies and a comprehensive technical understanding of our product range.

Key responsibilities include :

• Demonstrate proficiency in interpreting electrical and mechanical schematics to identify root causes of component or assembly failures.
• Develop and maintain expertise across multiple product lines, including Trace, X-Ray, CT X-Ray, and Cargo Inspection Systems.
• Undertake high-priority projects as assigned, maintaining a commitment to excellence and attention to detail.
• Identify and address recurring issues through independent analysis and collaborative problem-solving.
• Utilize business software applications (MS Word, Excel & PowerPoint) to generate precise and informative reports as required.
• Execute on-site troubleshooting, servicing, installation, and repair of Trace, X-Ray, CT X-Ray, and Cargo Inspection equipment with utmost precision and care.
• Maintain meticulous field service logs and filing systems to ensure proper documentation of all service activities from initiation to completion.
• Demonstrate unwavering dedication through productive use of downtime and consistent delivery of service that exceeds both customer and company expectations.
• Conduct thorough follow-up communications with customers to ensure complete satisfaction with completed work.

Additional critical duties include :

• Fulfill daily service repair requirements with a focus on maximizing customer satisfaction.
• Perform equipment installations, repairs, and maintenance in the field, providing comprehensive customer training as necessary.
• Meticulously document all inspections, maintenance, and repair work, submitting required paperwork within specified timeframes.
• Manage the entire repair parts cycle, including ordering, installation, and return processes, with a focus on minimizing cycle times.
• Conduct thorough reviews of all logs for outstanding issues and prepare formal, detailed reports for customers as required.
• Actively engage in Service Sales opportunities and contribute to the promotion and implementation of revenue-generating programs.
• Ensure proper maintenance and calibration of all tools and test equipment to guarantee optimal performance.
• Conduct rigorous assessments of product and equipment performance based on field support data, providing well-researched recommendations for modifications or improvements.
• Deliver expert technical support to customers and fellow service professionals as needed.
• Participate in site surveys, pilot program service activities, and attend meetings as required by management.
• Maintain and continuously expand technical knowledge of the company's Trace and X-Ray technologies.
• Cultivate and maintain professional relationships with senior-level Field Service Engineers and Product Managers to effectively support customer needs and stay informed of current technical trends.
• Implement stringent cost control measures in all aspects of the role.
• Demonstrate flexibility regarding travel requirements, overtime, and non-standard work hours as dictated by business needs.
• Strictly adhere to and enforce departmental compliance with Company health, safety, and environmental policies.
• Ensure full compliance with all applicable CA export control and security regulations.
• Undertake additional duties as assigned by management.

Qualifications

POSITION REQUIREMENTS :

Education and Training :

• Associate's Degree, relevant Trade Certification (electrical, electronic, mechanical), or equivalent Military Training.
• Equivalent work experience of 1-3 years in a related electrical or mechanical field service role may be considered.
• Demonstrated proficiency in MS Office Suite and aptitude for specialized software programs.

Experience :

• Minimum of 1-3 years of direct involvement in troubleshooting and field repair of electrical and electronic systems and equipment.

Knowledge and Skills :

• Superior communication skills are imperative.
• Strong customer focus and teamwork orientation are essential.
• Consistent responsiveness to all customer issues is mandatory.
• Willingness and ability to travel on short notice is a critical requirement.

Supervision :

• While not a primary responsibility, occasional supervision of others on project basis may be required.

Security Clearance :

• Must successfully pass a comprehensive background check (vetting).

PHYSICAL AND MENTAL REQUIREMENTS :

• Exceptional organizational, communication, and interpersonal skills with the ability to manage multiple projects simultaneously.
• Exemplary customer service skills and the capacity to handle high-pressure situations effectively.
• Self-motivation, reliability, and accountability are non-negotiable attributes.
• Proficient telephone communication skills are required.
• Physical capability to lift and carry 50 lbs.
• Ability to push or pull objects weighing up to 200 lbs.
• Competence to move and manipulate equipment weighing up to 1000 lbs. using appropriate assistive devices as specified in manuals and Technical Advisory documentation.
• Position demands frequent bending, stooping, twisting, turning, and working in unconventional positions requiring full body mobility.
• Must demonstrate the ability to work safely and adhere to stringent safety protocols in extreme environments (temperature, humidity, noise, confined spaces, etc.) around hazardous industrial equipment.

WORK ENVIRONMENT :

The work environment is primarily determined by the customer's location. Service provision typically occurs at airports, correctional facilities, courthouses, cruise ships, or other locations as necessitated by business requirements.

Additional Information

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

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Field Service Technician • Ottawa, ON, Canada