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Job Title:
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Field Service Technician - Toronto
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Department:
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Canada Field Service Reactive
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Reports to:
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Service Manager
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Supervisory Responsibilities:
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None
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Position Summary
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This position is responsible for equipment installation and technical support of Weber, Inc. Solutions. Investigate and resolve customer reports of technical issues, while helping to prevent future operational or service difficulties. Develop and maintain good customer relations that represent Weber’s brand promise and ultimately deliver their Perfect Portion.
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Duties and Responsibilities
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- Provides on-site technical assistance to help troubleshoot and repair equipment in an agreed upon amount of time. Provides a communication link between the customer and Weber, Inc. to help ensure that effective service is provided to the customer and escalation protocols are implemented when required.
- Installs new solutions and equipment at customer's facility to ensure full functionality according to specifications within the project scope and timeline.
- Communicate with technical logistics manager & service manager on a regular basis to give updates on current job status and receive additional job assignments.
- Maintain quality and quantity of work on equipment. Listens attentively and asks questions as appropriate. Complete work assignments with minimum supervision. Retrieve and respond to messages daily on all communication tools.
- Completes Service Documentation in Salesforce on what was repaired during the service call and time spent on the call. Reports are complete, accurate, and submitted within 24 hours of departure.
- Makes travel arrangements within company policy guidelines and in the most cost effective and time efficient manner possible. Keeps service team members and customers informed of arrival times. Travel arrangements will include: hotel, car rental and airline flights.
- Weekly Expense Reports are completed in an accurate and timely manner. All expenses incurred are handled in a cost-effective manner per company policy guidelines.
- Provide recommendations to account ownership teams for future services and parts needs. Ensure the customer is comfortable with operational and safety procedures of their equipment prior to leaving site.
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Required Skills and Abilities
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- Electrical, pneumatic, mechanical, and machine shop skills required.
- Mechanical aptitude needed.
- Must have the ability to respond and adjust to changing or new situations. Work well in high stress environments and maintain professionalism in dealing with customers and co-workers.
- Needs to be a self-starter and have the ability to work in unsupervised settings.
- Must be able to troubleshoot basic mechanical, electronic and operational aspects of machines.
- Responsible for machine service and concentrates on problem solving and preventative maintenance.
- Must be able to work comfortably in a plant environment with cold, damp, loud, etc. conditions.
- Excellent customer service skills.
- Ability to read and interpret documents such as 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 organization.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- To perform this job successfully, an individual should be proficient in Microsoft Office, as well as having working knowledge of database applications and contact management systems. Salesforce Experience a plus.
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Education and Experience
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- An Industrial Mechanic Millwright Certificate of Qualification (433A); and or Industrial Electrician Certificate of Qualification (442A);
- Minimum 3 years of field service experience installing and troubleshooting capital equipment in an industrial environment, food processing equipment is highly preferred.
- Will consider a combination of education and experience.
- Extensive business travel experience preferred.
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Other Requirements
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- Must have a valid and unrestricted driver's license. Real ID-compliant driver’s license or other TSA approved alternative form of identification required for travel.
- Valid passport or can obtain one.
- Must have the ability to frequently travel within North America and Germany.
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Position Type:
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Full Time
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Classification:
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Non-Exempt
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Travel Requirements:
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Extensive travel required, depending on customer needs. Must maintain flexible scheduled and work outside of normal business hours, as needed.
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Behavior Standard
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Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers and management. Always strive to provide the Perfect Portion.
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