Field Service Technician

Job Description

Field Service Technician

Field Service Technician

Make a Difference Directly at Our Customers' Facilities

What You Will Accomplish

Reporting to the Technical Manager, the Field Service Technician serves as the primary technical point of contact for our customers. In this role, you will support customers within your assigned territory by troubleshooting product quality concerns and equipment-related issues. Your goal will be to identify and implement sustainable solutions that meet customer expectations while supporting the company's operational objectives.

Technical Support and Problem Resolution

• Serve as the first point of contact when customers report technical issues or operational abnormalities.
• Diagnose and resolve issues involving filling equipment, downstream systems, conveyors, case packers, and other related equipment.
• Conduct root cause analyses and implement long-term corrective actions.
• Manage incidents, complaints, and technical service requests through to full resolution.
• Maintain detailed documentation of diagnostics, repairs performed, parts used, and recommendations provided.

Customer Support and Satisfaction

• Work closely with customer production teams and operators to restore operations as quickly as possible.
• Maintain regular communication with customers, sales teams, spare parts specialists, and other internal stakeholders.
• Deliver customer training and provide technical guidance tailored to operational needs.
• Contribute to a high level of customer satisfaction and long-term customer retention.

Collaboration and Continuous Improvement

• Partner with field service, customer service, sales, and product development teams.
• Gather and communicate customer and market feedback to support the continuous improvement of products and services.
• Support technical communications with customers regarding products, specifications, procedures, and product changes.

Service Management and Field Operations

• Perform corrective maintenance, preventive maintenance, and repair activities at customer sites.
• Prepare quotations for spare parts and follow up on corrective action requests.
• Effectively manage multiple priorities in a fast-paced and evolving environment.
• Remain available to support customer operational needs, including urgent situations.
• Travel frequently throughout Canada and internationally.

What Will Help You Succeed in This Role

Education and Experience

• Technical diploma in Electrical Engineering Technology, Mechanical Technology, Industrial Automation (PLC), or a related discipline.
• 7 to 10 years of experience in field technical services, quality engineering, aseptic packaging, or a related industry.
• Strong knowledge of liquid filling equipment and downstream handling systems.
• Demonstrated experience in troubleshooting, diagnostics, and solving complex technical issues.
• Proven customer service experience within an industrial manufacturing environment.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent organizational, planning, and prioritization abilities.
• Ability to work effectively in a dynamic and changing environment.
• Strong communication, collaboration, and interpersonal skills.
• Ability to influence and interact effectively with all levels of a customer's organization, from plant operators to senior management.
• Proven conflict resolution and relationship-building skills.
• Self-motivated, resourceful, and accountable.
• Proficiency with Microsoft Office applications and technical software such as MS Project and AutoCAD.
• Strong written and verbal English communication skills to effectively support U.S.-based teams and corporate stakeholders.
• Willingness and ability to travel up to 95% of the time.

Information at a Glance

Application deadline:

46962 Liberty Drive, Wixom, 48393, United States

Apply now