JOB SUMMARY & SCOPE
Responsible for installing, maintaining, troubleshooting, repairing, and supporting customer equipment to ensure optimal performance and customer satisfaction. This role serves as a primary technical resource for customers, providing equipment support, training, and problem resolution while maintaining strong customer relationships. The position requires strong electro-mechanical troubleshooting skills, independent judgment, effective communication, and a commitment to operational excellence, safety, and continuous improvement.
KEY ACCOUNTABILITIES
Install, commission, maintain, troubleshoot, and repair customer equipment in accordance with company and manufacturer standards.
Perform preventative maintenance, inspections, and equipment testing to maximize performance and reliability.
Diagnose equipment issues and implement timely corrective actions to minimize customer downtime.
Assemble, configure, and prepare equipment for customer installation as required.
Provide technical support and troubleshooting assistance via phone, remote support, or onsite service.
Deliver customer training and equipment demonstrations to ensure proper operation and utilization.
Maintain proactive communication with customers regarding service status, estimated arrival times, and issue resolution.
Develop and maintain positive working relationships with customers, sales teams, and internal stakeholders.
Prepare repair quotations, service recommendations, and related documentation as needed.
Identify opportunities to promote service agreements, upgrades, replacement parts, and other service offerings.
Maintain accurate service records, time reporting, expense documentation, and other required administrative records.
Manage inventory, tools, service parts, and related assets in accordance with company policies.
Coordinate and prioritize service activities to meet customer and business requirements.
Participate in ongoing technical training and maintain current knowledge of supported products and technologies.
Comply with all safety policies and procedures and perform other duties or special projects as assigned.
EDUCATION + EXPERIENCE + KEY TRAITS
Associate degree, technical diploma, or post-secondary education in Electromechanical Technology, Electrical Engineering Technology, Electronics, Information Technology, or a related field preferred.
Equivalent combinations of education, technical training, and relevant experience will be considered.
2–5 years of field service, equipment repair, technical support, electronics, IT, or related industry experience preferred.
Strong electro-mechanical troubleshooting and diagnostic skills.
Ability to read and interpret technical drawings, schematics, manuals, and operating procedures.
Strong computer proficiency, including Microsoft Windows applications and mobile service technologies.
Strong customer service, communication, organizational, and problem-solving skills.
Self-motivated with the ability to work independently and manage multiple priorities.
Bilingual (English/French) skills are considered an asset where applicable.
Valid driver's license with an acceptable driving record.
Ability to travel within assigned territories and work outside normal business hours as required.
Ability to lift up to 50 pounds and perform the physical requirements associated with field service work.
TYPICAL PERFORMANCE TARGETS
SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
INNOVATION: Step changed delivery in safety, quality, and/or cost
LANGUAGE SKILLS
Primary language used in daily operations is English or French, as applicable. Additional primary company languages include Spanish and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization
SUPERVISION
Role is not responsible for supervising direct or indirect reports
DECISION MAKING + REASONING
Able to take accountability and responsibility for business target delivery and decision making
WORKING RELATIONSHIPS
Peak Sales Order & Customer Service Teams
Peak Management Team
PHYSICAL REQUIREMENTS
Activity
Amount of Time
None
Under 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Use hands to finger, handle, or feel
X
Reach with hands and arms
X
Climb or balance
X
Stoop, kneel, crouch, or crawl
X
Talk or hear
X
Lift Up to 25lbs
X
Travel
X