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ATS Company:  ATS Automation Tooling Systems
Requisition ID:  4659
Location: 

Rolling Meadows, IL, US, 60008-3833

Date:  Sep 8, 2021

Inside Technical Representative

 

 

The Inside Technical Representative will be responsible for the day-to-day technical support of the FE and BE teams, as well as our regional customers in need of remote phone support. This individual will identify upsell opportunities resulting from additional parts requirements, where our service product could add value and via remote support.  The Inside Technical Representative will help ensure we drive value added service solutions throughout the life cycle of our equipment that supports customers’ value drivers.

 


RESPONSIBILITIES: 

 

 

  • Provide support to Service Technicians, Project Manager and Account Managers.
  • Participate as SME in the customer remote support as necessary.
  • Manage or coordinate all remote support activities (including resources from other departments) for customer on-call support.
  • Identify and promote proactive solutions to maximize value-added service solutions for customers driving lead to the front-end team.   
  • Help manage customer escalations and conduct problem-solving exercises to ensure continuous improvement in our regional field service capabilities. 
  • Primary technical resource to support spare parts sales and order execution 
  • Primary technical resource for Recommended Spare Price List generation associated with capital equipment purchases
  • Drive new spares kit generations to increase spares business
  • Support assembly and kitting efforts
  • Support the execution of projects on existing platforms (e.g., Smart Coach, etc.) and any future platforms
  • Facilitate in-house technical repairs
  • Provide spare parts inspection as needed to ensure OTD
  • Assist in the training and development of new hire technicians
  • Help implement and drive KPIs that drive FE success in spares proposal OTD, capture rate and bookings at various customer touchpoints that impact the customer experience 
  • Participate in ABM and Kaizen events.
  • Ensure that all business activities are performed with the highest ethical standards, in accordance with corporate and divisional procedures, and in compliance with the ATS Code of Business Conduct. 
  • Adhere to health and safety policies and practices.
  • Full compliance to the terms and conditions within the employee signed work from home policy.
  • Other duties as required.
     

 

QUALIFICATIONS:    

 

  • Education/Experience: 
  • High school diploma or equivalency
  • 10 + years’ experience in service and/or project management and management in the automation industry. 
  • An excellent understanding of pneumatic, hydraulic, electrical, and mechanical components, along with the ability to read drawings is essential. 
  • Experience with troubleshooting automation systems. 
  • Must be able to work in a multi-disciplined environment, often under pressure and strict time constants.  Experience in dealing with customers to resolve problems is required.
  • Driven continuous improvement mentality and experience with conducting problem-solving exercises, root cause analysis and success implementation of initiatives.  
  • Requires excellent interpersonal and communication skills with fluency in English both written and oral
  • Possesses excellent time-management skills and can co-ordinate multiple projects at a time.
  • Resilient, ability to remain calm under pressure, self-driven, attentive to detail, consistent, and process driven.
  • Proficient with Microsoft software tools including Word, Excel and Power Point, Outlook, etc.
     

Join the Winning Team at ATS Automation, a great place to automate your future! Take your place among the best in the business, and grow your career with the Life Science Chicago division at ATS. We attract some of the most talented and motivated individuals from a range of fields, with our global offering and growth opportunities as we expand throughout the world. We want you to be a part of our TEAM!!! Watch us work here!

 

Work in an environment where a passion for innovation is combined with an uncompromised commitment to quality.

 

Benefits ATS Life Sciences Chicago offers:

  • Competitive compensation package
  • Comprehensive benefits (including health, dental vision and employee assistance program)
  • Employee Stock Purchase Plan Eligibility
  • 401k with employer match
  • Tuition reimbursement
  • Wellness reimbursement
  • Paid time off
  • Annual paid volunteer day off
  • Fully climate-controlled environment
  • Professional growth opportunities
  • And more!

Apply now »