Automation Services Advisor

As a key member of the Partner Services team, the Automation Services Advisor plays a vital role in delivering exceptional post-installation support to our customers. This role combines customer service, scheduling, technical coordination, and problem-solving to ensure the smooth and timely resolution of service requests. Working closely with technicians, vendors, and customers, you’ll be the hub of our service operations - maintaining high levels of responsiveness, customer satisfaction, and operational efficiency.

What You’ll Be Doing

• Service Coordination: Schedule and dispatch service technicians and parts to customer sites; ensure timely and efficient resolution of service requests.
• Queue Triage and Management: Manage incoming requests in the service ticketing system, prioritize emergencies, and ensure proper task routing and follow-through.
• Customer Communication: Act as the primary contact for post-installation customer support. Provide timely updates, issue quotations for non-warranty work, and follow up after service completion.
• Customer Satisfaction: Monitor service quality and ensure each interaction is handled with care, professionalism, and a focus on long-term customer retention.
• Issue Resolution: Troubleshoot service delivery issues and escalate more complex problems to appropriate technical or managerial contacts.
• Record Maintenance: Maintain accurate service documentation including work orders, quotations, customer communications, and job status updates.
• Inventory Coordination: Work with procurement and inventory teams to ensure required parts and tools are available for service execution.
• Quality, Compliance and Standards: Ensure service delivery adheres to company policies, safety standards, and industry regulations.
• Vendor and Supplier Coordination: Arrange third-party service visits as needed, coordinating logistics and communication between all parties.
• Reporting and Metrics: Generate and analyze reports on service activity, customer satisfaction, and resolution timelines; recommend improvements where applicable.
• Training Support: Coordinate and schedule training for customers as needed, in collaboration with technical staff.
• Continuous Improvement: Support departmental initiatives focused on service quality, efficiency, and scalability.

You’ll Be Great At

• Scheduling, multitasking, and prioritizing effectively under pressure.
• Communicating clearly and professionally with both technical and non-technical stakeholders.
• Understanding the basics of automation systems, including mechanical/electrical equipment.
• Using service management software, ticketing systems, and Microsoft Office (especially Excel and Outlook).
• Working with cross-functional teams to solve problems and deliver results.
• Keeping a cool head when juggling multiple tasks and urgent customer needs.
• Maintaining excellent attention to detail and follow-through.

Level of Autonomy and Authority

• Works without detailed supervision, but within clear guidelines, defined standards and specifications. Difficult, complex or unusual matters are referred to more senior authority
• May guide and monitor the work of other staff working on a project basis
• Provides input and makes recommendations to management in areas of improvement
• Will support other projects from time to time including installation of automated equipment on customer sites, customer service and training.

Key Requirements 

• High level of attention to detail is a mandatory requirement
• Prior hands on experience in an automation, manufacturing, or engineering-based service environment is preferred
• Familiarity with technical concepts (e.g., PLCs, robotics, pneumatics, hydraulics) is an asset
• Valid passport and driver's license required; must be able to coordinate international service if needed
• Availability to support after-hours calls or coordinate emergency service during on-call rotations

At Samuel, we believe every team member brings unique and valuable skills, experiences and knowledge to our thriving business – enabling us to build on over 170 years of success in the metals industry. We offer countless opportunities for our team members to develop and grow in their careers, empower them to make decisions on the job and be a part of driving positive change – within our organization and in the communities where we live and work. If you’re seeking a dynamic, supportive and welcoming workplace to make your mark and grow your career, we have the programs, culture and opportunities to make it happen. We’re stronger together.
At Samuel we believe in a culture of equality. Respect and integrity are at our core. We are committed to building and creating an environment that is open and welcoming for everyone. This job posting is for an existing vacancy within the organization

Samuel is an Equal Opportunity Employer. In the United States, we utilize E-Verify.

Samuel Automation specializes in seamlessly integrating modern automation solutions into existing manufacturing environments, developing systems for new production needs and enhancing workflows with autonomous mobile robots (AMRs).

We’ve helped improve safety, increase efficiency and reduce costs in a range of industries, including medical, automotive, manufacturing, consumer products and food and beverage, and we’re adding more every day.