Field Service Technician, After-Market Technical Service

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Job description

Accountability:

Reporting to the Manager, Technical Services, the Senior Field Service Technician is responsible for installing, commissioning, maintaining, servicing and troubleshooting all Velan Inc. products. The role of the Field Service Technician is to provide professional service and support for Velan customers by performing field service installation, start-up, troubleshooting, repairs and maintenance of Velan equipment. The Field Service Technician will work within the guidelines, established by the Manager - Technical Services, and will follow the established procedures when representing Velan.

The Technician is also responsible for the technical support (telephone, email, etc.) of all customers and end-users of Velan products through the management of assigned FES files.

Key Responsibilities:

Provide on-site, after-market support

· Use valve industry experience to support all aspects of Velan valve support at customer sites and manage all on-site installation, commissioning, repair, maintenance and test tasks.

· Use control system experience to install, commission, troubleshoot and repair associated DCS and PLC systems

· Coordinate and manage all on-site subcontractors as necessary

· Produce timely and detailed service reports

Provide in-office, after-market support

· Comprehend customer requirements and make appropriate recommendations/briefings

· Make technical recommendations to maintenance technicians and/or plant operators

· Provide 24/7 on-call emergency services as required

· Evaluate products accurately for maintenance, warranty, upgrades and other purposes.

· Respond to customer complaints effectively and in a timely manner

Provide technical training

· Assist the parts department with recommended spare parts and wear parts to existing and new customers

· Provide technical support to staff in case of complex issues

· Provide training to service staff on how to identify and resolve issues, repairs, etc.

· Provide on-site customer training on Velan's products

Provide expertise, share knowledge within the company

· Cooperate with technical team and share information across the organization through written documents or technical meetings

· Cooperate across the organization to generate and/or revise technical presentation, training documentation, maintenance documentation

· Document processes and generate procedures

· Attend product specific training as necessary

Scope:

· Velan Inc. and global

Education:

· Technical degree

Relevant Work Experience:

· At least 10 years of experience in the valve industry,

· Experience with control systems, DCS and PLC and associated hardware

· Experience with valve automation (pneumatic, electric and hydraulic)

· Experience in technical support and/or customer service,

· Investigative work and report writing,

Knowledge:

· Can work with MS Office Suite,

· English (Mandated) and French (Asset)

· Good valve knowledge

Skills:

· Strong Customer service skills and dedication to providing the best service possible in a fast-paced, high pressure environment,

· Ability to work and learn new concept autonomously or in team,

· Ability to respond well to changing priorities and deadlines,

· Proven field service experience

· Ability to troubleshoot, test, repair and service technical equipment

· Ability to work flexible shifts and to adapt to changing work schedules

· Familiarity with mobile valve repair tools and applications

· Must have a valid driver license

· Must be willing to travel

· Must have a valid passport and be able to travel globally

· Must be willing to work nights and weekends,

· Must demonstrate superior problem-solving skills

· Must demonstrate the ability to multi-task and handle fluctuations in service demands

· Must have strong communication skills and be able to work with people of all levels

· Must demonstrate superior time management skills

· Must be able to work independently and in a team environment.

Performance Measures:

· Incumbent is evaluated on:

o On-time resolution of technical files,

o On-time report writing.

Working Conditions:

· Office and site work environment

Numéro de référence : 880

Job Type: Full-time

Pay: $75,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
Because of the need to travel to other countries, the COVID vaccine might become mandated.

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 10 years (Preferred)
• Mechanical knowledge: 5 years (Preferred)

Security clearance:

• Confidential (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Remotely:

• Yes