Field Service Specialist

The Field Service Specialist will assist customers with installation, start-up, calibration, training, troubleshooting and technical information for BTG products in the pulp and paper industry. This role will have close customer relationships that will range from E/I supervisors, process engineers and a range of key mill members. This role will work closely with the service manager, service team, sales, and applications team.

• Travel to customer location for service.
• Be actively involved with the customer during installation and start up.
• Make recommendations to improve accuracy, reliability, and usefulness of BTG products.
• Perform product and application training for mill personnel as needed.
• Follow projects closely to ensure customer understanding and acceptance.
• Advise sales personnel of any potential customer needs for additional BTG products.
• Advise Engineering, R&D, QC and/or Manufacturing of any product issues so they can be addressed and solved. This includes writing Quality Improvement (QIP) reports to the manufacturing facilities.
• Provide warranty repair and courtesy visits in special cases in order to resolve customer issues.
• Maintain customer equipment history and contact customer when preventative maintenance is due.
• Maintain records and files for equipment and mills.
• Encourage customers to maintain their existing BTG equipment and to upgrade to new technology products when warranted.
• Responsible for own personal safety, the safety of the team and those around you.
• Work in accordance with and enforce compliance with all BTG policies (ex: Safety, Code of Conduct, Commercial Policy, Security Policy and Export Compliance) to maintain BTG reputation and image.

• Must be a “people person” – one who enjoys engaging the customer, travelling and is excellent in communication and follow-up.
• Strong analytical and troubleshooting skills.
• Ability to work with a high degree of autonomy; prioritize, organize, and work independently.
• Excellent computer skills, strong knowledge of MS Office.
• Must be able to learn and use remote service tools as required.
• Must be able to travel to and from customers in Canada.

• Minimum 2-year technical degree in electronics/instrumentation or equivalent experience.
• A successful track record in technical support in an industrial environment.