Technical Representative; Automation Sales & Service

Overview

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The Inside Technical Representative is responsible for the day-to-day technical support of the front-end and back-end 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.

• Provide support to Service Technicians, Service Solutions Specialist, Project Managers, Operations Manager and Account Managers.
• Participate as subject matter expert (SME) in customer remote support as necessary.
• Manage and coordinate all remote support activities (including resources from other departments) for customer on-call support.
• Provide the technical resource for Basis of Design meetings with Capex, to ensure fluid serviceability.
• Coordinate with project management, sales and account managers to identify proactive solutions to maximize the service offerings and resource utilization. Promote value-added service solutions for customers by utilizing contractors, ATS team members at customer sites, and other appropriate resources.
• Help manage customer escalations and conduct problem-solving exercises to ensure continuous improvement in our regional service capabilities.
• Primary technical resource to support spare parts sales and order execution. (Including assembly of spare parts).
• Primary technical resource for recommended spares price list generation associated with capital equipment purchases.
• Act as the primary technical resource for in-house service projects, including reviewing designs with engineering teams and ensuring all deliverables are complete before shipment to site. Assist in organizing deliverables for changes made onsite.
• Support assembly and kitting efforts related to service projects.
• Provide spare parts inspection as needed to ensure on time delivery (OTD).
• Assist in the training and development of newly hired technicians.
• Help implement and drive KPIs that drive front end success in spares proposal OTD, capture rate and bookings at various customer touchpoints that impact the customer experience.
• Maintain Utilization Targets.
• Maintain accurate service records, job reports, and parts management for overflow spares.
• Support technician forecast scheduling.
• Participate in ATS Business Model (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.
• Comply with all ATS Company policies.
• Adhere to health and safety policies and practices.

• High school diploma or equivalency.
• Ten (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 is able to co-ordinate multiple projects at a time.
• Resilient, able to remain calm under pressure, self-driven, attentive to detail, consistent, and process driven.
• Proficient with Microsoft Office suite including Word, Excel and Power Point, Outlook, etc.
• Travel:
  Domestic/International up to 50%.

• The employee may be required to stand, walk, push, pull, reach overhead, and bend to the floor.
• Exert up to 50 pounds of force occasionally, and/or…