Technical Service Engineer

at  ShredTech

POSITION SUMMARY:

The Technical Service Engineer will address incoming inquiries and requests for technical support, parts and service, warranty issues and address customer challenges with respect to all equipment. TSE shall take “ownership” of issues and bring each to a conclusion internally and to the satisfaction of the customer in a timely manner. TSE’s may be required for After Hours Customer Support, as necessary.

OTHER KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Must have excellent communications and time management skills.
• Previous experience in controls software such as Danfoss +1, Siemens and Omron.
• Three years of Customer Service positions involving technical support.
• Possess the ability to function effectively in a dynamic service-oriented environment.
• Basic understanding of IoT, control theory and logic, with the ability to apply these principles to configure and troubleshoot systems effectively
• Proficient in MS Office Suite with a solid understanding of knowledge base management and knowledge transfer processes.
• Must possess a strong technical aptitude or technical background.
• Ability to run diagnostic tests to determine the cause of customer concerns
• Must be able to vies and interpret engineering electrical, hydraulic and mechanical drawings and other technical documentation.
• Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.

EDUCATION:

• College/University Degree – Mechanical Engineering

EXPERIENCE:

• Minimum 3-5 years field work experience
• Effective communication, both verbal and writing.
• Experience with ERP software (Epicor) and Salesforce Service Cloud an asset.

• Sell spare parts and other service value added programs such as upgrades and retrofits.
• Project management and coordination on larger installations and critical orders.
• Ability to diagnose and troubleshoot customer software and hardware issues to their specific application and/or programs.
• Capable of configuring operating systems utilizing remote desktop connections providing immediate support.
• Monitor daily performance of customer systems when required.
• Field calls about technical issues with all Shred-Tech products/services. Offer in-depth alternatives to unique issues.
• Proactively perform preventative maintenance of customer equipment such as upgrades, tests and diagnostics.
• Record preventative maintenance visits, detail reports of work completed and provide closed loop communications on activities to prevent future concerns.
• Discuss service contract offerings/renewals with our customers to ensure their expectations are being met.
• Provide technical telephone support for all customers and equipment.
• Cold calls and quoting pursuing competitor’s equipment parts replacements and labour.
• Improve customer delight by delivering optimal customer service.
• Support continuous improvement initiatives to build and improve customer relationships.
• Provide any necessary technical documentation to customers, drawings, BOM’s technical manuals, bulletins etc.
• Address customer challenges (CCL) and see through to a satisfactory conclusion.
• Process Return Material Authorization (RMA) and address billing discrepancies.
• Follow up on all new unit sales and sign off on all new systems on behalf of service.
• Oversee Preventative Maintenance programs and service work on larger and critical jobs.
• Conduct customer site visits to assess customer needs as required and up-sell parts and service.
• Serve as the service representative in project leader meetings with engineering and CI teams, addressing all aspects of product development, process improvements, and field operations.
• Source parts and service externally if necessary, in order to expedite resolution of an issue.
• Ability to travel when required.