The Service Department is a 24/7 operation committed to a minimum response time of no more than 4 hours.

It is vital that the Service Department maintains a high level of service excellence and maintains a customer-centric focus while achieving profit-center performance targets.

Roles and Responsibilities

General

· Ensure compliance with company policies, procedures, and health and safety regulations.

· Participate and encourage interdepartmental information exchange.

· Ensure all functionality and quality standards are followed including but not limited to the Quality Management System. (QMS)

· Participate in regular departmental meetings to achieve status monitoring, risk aversion, and intradepartmental information sharing.

· Actively participate in annual reviews, performance metrics, goals, and development strategies.

· Encourage and participate in maintaining a strong, positive team dynamic.

· Provision of assistance to all other departments as required.

· All administrative activities related to this position.

· Report any observed damage or deficiency in equipment, tools, facilities, or vehicles, be it at fault or not, to your immediate supervisor.

· All other related duties and/or projects as required or assigned.

· International travel is a requirement. Off-hours communication will be required via Phone/Text/Emails with fast response times. (Company phone provided)

Departmental Specific

· Travel to customer sites to perform various job assignments.

· Investigate, troubleshoot, and repair customer equipment.

· Perform upgrades, service repair, and warranty work on customer equipment.

· Receive and assist with calls/emails/text messages from customers regarding questions, service issues, troubleshooting, and quote requests.

· Build customer relations; make recommendations for service work and product improvements.

· Generate and update service tickets.

· Complete and submit work orders for every customer visit.

· Communicate with the service coordinator information regarding RMA’s, warranties, returns, and exchanges.

· Perform, and/or train for, recipe creation and optimization functions.

· Provide training on various user-level functions to customers on equipment and software.

· Perform start-up and commissioning of new and recommissioned equipment.

· Perform periodic maintenance inspections on customer equipment and generate recommended work reports.

· Provide service, line side, and remote support for LTA and customer-supplied equipment.

· Create and administer internal training.

 · Document and communicate progress reports and any issues with the service manager, service coordinator, and (if applicable) project manager.

· Delivery of materials to customer site or U.S. office.

· Basic programming and implementation of control code for multi-axis servo systems and motion controllers.

· HMI/SCADA system development and programming.

· PLC programming and troubleshooting.

· Robot programming – minor adjustments to path, updates for IO, etc. (FANUC, ABB, MOTOMAN, KUKA)

· Ability to read drawings, manuals, and specifications and write the corresponding code.

· Ability to document processes and programs to communicate intended functionality.

· Review software development with senior controls programmer regularly.

Qualifications and Education Requirements

· Passport and driver's license active with no restrictions

· Good mechanical and electrical aptitude.

· Good physical condition, heavy lifting and climbing is sometimes required.

· Ability to work at heights in loud environments.

· Ability to work well in team settings.

· Crane operator and fork truck experience.

· Good computer skills with attention to ERP systems and Office software.

· Diploma in Electrical Engineering Technologist preferred.

· Press Controls experience an asset.

· Hands-on experience in automated control system design and troubleshooting.

· Working knowledge of standard industrial communication protocols such as IO-Link, Ethernet, Profibus, and EtherCAT.

· Experience with any of the following: Siemens (S7), Allen-Bradley (Compactlogix, Controllogix), Mitsubishi (Q/R series), and Bosch-Rexroth (Indramat – MLC) is a strong asset.

· Experience with any of the following: Fanuc, Motoman, ABB, and Kuka robots is a strong asset.

· Experience in Web development using JavaScript, Python, and MySQL for responsive front end, server, and database is an asset.

· Working knowledge of PLC programming and interfacing.

· Strong organizational skills and attention to detail.

· Customer service-oriented personality.