On-Site Service Representative - Vancouver, Canada
Two Positions Available
Overview:
Under the direction of the Customer Care Manager or designate, this position is responsible:
- For all aspects of on-site support representing RMT in supporting both production and preventative maintenance activities for customer
- To provide technical leadership to customer with the mechanical and electrical skills and training necessary to service complex, integrated robotic systems.
- To support all facets of technical customer service and support - telephone and customer-site servicing and repair
- For implementing solutions that add value to customer and to RMT
Focus:
- Handle all customer inquiries and questions (FAQ's), field service/equipment monitoring, and perform customer-site preventive maintenance, repair and installation
- Provide emergency support to customer through system troubleshooting & diagnostics
- Develop and carry out preventative maintenance programs to ensure proper machine performance and keeping required maintenance records
- Ensure all reports are completed in a timely fashion and customer receives prompt follow-up and reporting
- Manage on-site spare parts inventory on customer's behalf
- Coordinate continuous improvement initiatives by developing best practices to ensure effective field service and contract execution
- Work closely with RMT's Engineering, Production and Integration teams, providing feedback to ensure opportunities for system improvements are recognized and actioned upon in a professional and timely fashion
- Any other related activities in customer technical support, always taking ownership and responsibility for solving customer issues
Troubleshooting and Service Duties:
- Test/diagnose and observe electrical, electronic and mechanical components and systems using testing and measuring instruments
- Diagnose/troubleshoot, repair and replace electric, electro-mechanical and mechanical equipment, always ensuring that repaired apparatus are tested to ensure optimal performance
- Troubleshoot, maintain and repair industrial, electrical and electronic control systems and other mechanical related devices
- Read and interpret drawings, blueprints, schematics to determine layout of industrial electrical and mechanical equipment / machine installations
Qualifications:
- Licensed Electrician and/or Millwright with a minimum 5 years experience in automation / robotics and strong mechanical aptitude - material handling, palletizing, conveyor systems experience an asset
- Strong customer focus with the ability to relate well to customer needs - strong interpersonal, leadership, and organizational skills
- Knowledge of basic robot operations, including mechanical, electrical, and software interfacing in an industrial environment
- Ability to use software diagnostic tools
- PC literate with emphasis on Microsoft Suite products.
- Strong technical and mechanical aptitude
- Ability to multi-task with strong time management and organizational skills
- Ability to read mechanical/electrical drawings and possess assembly and maintenance skills