Field Service Representative - Mechanical

Role Summary

Responsible for servicing automation equipment remotely and at the customers’ facilities with a focus on, resolution of customer issues to support increasing customer loyalty and revenue with alignment to the customer’s needs.  Responsible for preparing comprehensive service reports to support system improvements and generating additional opportunities. FSR’s will be rotated through periods where they will be performing services work, and periods where they will be integrated into our system build process where they will develop deeper knowledge of specific systems to become subject matter experts to support our customers throughout the life cycle of their systems.

Specific Responsibilities

• Troubleshoot mechanical equipment at the customer’s facility diagnosing problems and making the necessary adjustments to bring equipment up to running status. 
• Perform customer training and correspond with customers via email, phone, instant messaging/video calls.  
• Perform onsite preventative maintenance reviews and provide recommendations and quotes.  
• Report and correct abnormal equipment conditions and inaccurate actions by customer staff. 
• Support developing operating and troubleshooting knowledge of the operations team. 
• Review/suggest additional tools or equipment necessary to better operate or maintain customer equipment. 
• Make recommendations to repair/replace only items that require repair/replacement. 
• Travel to both domestic and international customer locations for short and long-term support having on-call availability 
• Willingness to travel up to 50% during service rotation per year 
• Lead on-site team and liaison with customer and ATS Project Manager. 
• Coordinate 3rd party vendors and assist in resolving technical issues as required. 
• Follow ATS and customer’s plant and safety regulations while at their facility. 
• Complete detailed Service Report for the services provided in a timely manner and submit to the appropriate people. 
• Ensure customer issues have been resolved through follow-up communication and project/case closure if required. 
• Communicate through various mediums with internal and external customers to understand needs and support resources and solutions accordingly. 
• Collect and assemble all necessary technical information and customer specifications to prepare for service scope. 
• Facilitate warranty/non-warranty claims with the customer. 
• Coordinate service projects including team meetings, schedule and financials as required. 
• Assist others and take on temporary or permanent assignments as requested by the Service Manager. 
• Responsible for keeping up with current products and equipment used at ATS in Cambridge. 
• Responsible for meeting or exceeding customer expectations in an efficient manner. 
• Fill out daily site reports and safety check lists 
• Perform Toolmaker duties during integration into systems build. 
• Act as an ambassador for ATS ensuring that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.  
• Adhere to all health and safety rules and procedures.

Qualifications

Education 

• A post-secondary diploma, degree, or certificate of qualification specializing in mechanical engineering, Tool & Die Maker, Millwright, MTBI, or equivalent. Design experience is an asset. 

Experience 

• A minimum of five years of experience servicing or building high speed automation systems.  
• Experience with pneumatic and hydraulic systems, in particular, debug and build of pneumatic leak test circuits  
• Experience with checking alignment of tooling, positioning of sensors, and levelling of equipment. 
• Ability to work effectively in fast paced multitasking environment with multiple stakeholders. 
• Takes initiative, innovative, and has a keen attention to detail. 
• Experience working independently or as part of a team. 
• Ability to communicate in a written and verbal manner effectively.  
• Ability to read drawings, reference manuals and systems instruction guides with little to no assistance.  
• Ability to quickly gain knowledge to readily troubleshoot systems.  
• Experience and proficiency with Microsoft Office applications.