Field Service Representative - Toolmaker Job at ATS Automation Tooling Systems Inc. (Chicago)

Job Description

We are seeking candidates who are either willing to relocate or currently reside in or near: Arizona (Mesa), Illinois (Rockford), South Carolina (Clayton), Ohio (New Albany), Indiana (Indianapolis), Utah (Sandy), Pennsylvania (Wilkes-Barre). For this role, there is an on-site component that will require you to be on-site in Cambridge, Canada to be involved with the build of the machine (living in Canada for 6 months to a year). Once the machine is built, you would move back to the USA and provide ongoing support to the customer at their location.

Job Responsibility

Integration with the CAPEX Team
Building Strong Relationships
Deepening Product Knowledge
Enhancing Technical Skills
Operational Proficiency
Collaborative Problem-Solving
Service Strategy Involvement
Execute the Service Support Strategy POST- SAT as per contract
Formal and informal training as required
Transfer of knowledge to the customer
Primary liaison to the customer
Facilitate warranty/non-warranty claims with the customer centric team
Opportunities to learn and support other customers within a local geographic area
Responsible for driving operational and performance metrics and key performance indicators (KPI’s) of the equipment
Troubleshoot mechanical equipment at the customer’s facility and make the necessary adjustments to bring equipment up to running status to achieve production requirements
Operate system to demonstrate equipment operation and to analyze malfunctions
Record changes to the mechanical system or component schematics following our red line process
Provide information for machine technical documentation
Supervise workers in testing, tuning and adjusting equipment to obtain optimum performance
Advise management regarding customer satisfaction and product performance and make suggestions for product improvements bi-weekly via status reporting
Work with suppliers to resolve technical issues at customers’ sites
Make recommendations for repair/replace changes only on items that require changes
Follow customers’ safety regulations while at their facility
Determine what is a warranty/non-warranty issue with the customer centric team
Maintain service reports and bulletins as required and submit them to the appropriate departments
Responsible to meet or exceed customer expectations in an efficient manner
Be able to make accurate equipment audits and reports
Consult with engineering personnel at ATS to resolve unusual problems in system operation and maintenance
Actively work with Sales Account Manager and Key Account Service Leader (KASL) on account management and opportunity development
Maintain International Standardization Organization (ISO) standards
Work on site at customer’s facility daily and be required to provide weekly time and site report details
Weekend work may be required on an as-needed basis
Reside near the customer site for quick responsiveness
Coordinate any additional PTO during contract duration with Project Management to ensure at least one embedded resource is available every weekday
Work within the employee handbook requirements of embedded resources within the embedded contract
Other duties as assigned

Requirements

Tool & die maker, Millwright, MTBI, or equivalent
Greater than three (3) years of experience within a mechanical automation environment
Experienced in applying complex knowledge of fundamental concepts, practices, and procedure within the area of specialization
Self-motivated, proactive, and willing to take on new challenges and tasks
Competent user of Microsoft 365 applications (Outlook, SharePoint, Word, Excel, and PowerPoint)
Strong communication skills, ability to build and maintain relationships, Customer-Centric
Requires excellent interpersonal and commercial skills
Strong command of the English language with the ability to communicate effectively, both orally and in writing
Experience in establishing a good working relationship with all customers, dealing with customers to resolve problems, and delivering an exceptional customer experience
The ability to read drawings, reference manuals and assembly systems instruction guides is essential
Dependable with a great work ethic and attendance
Able to work independently in a fast-paced environment with no supervision
Driving license in good standing is essential
Required to be able to travel to the US, Canada and Europe
Required to locate for the period of the system build (at any of our ATS manufacturing sites)

Nice to have

Design experience is an asset
Experience using Salesforce would be an advantage

What we offer

Competitive starting salaries
Overtime pay eligibility
Paid vacation
Employee Incentive Bonus program
Comprehensive health and dental benefits including Lifestyle Spending Account
5% RRSP matching program
Optional Employee Share Purchase Program
Tuition reimbursement program
Individual development programs
Commitment to promoting from within

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Field Service Representative - Toolmaker

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