Summary:
The Field Service Technician reporting to the Service Manager is responsible to provide prompt and effective service to resolve customer issues as they arise. They will follow the guidance of the Senior Field Service Technician with regards to their attitude towards Health & Safety, Best Practice and
Customer Relations. The technician will be located in strategic locations to best serve the needs of customers in Western Canada. As required Field
Service Technician will be available to assist with shop work load.
Specific job functions:
Pre-visit preparation
 As orders are scheduled by the Service Coordinator the Technician must: o Review the details of the problem. o Identify a list of potential parts required to complete the repair. o Discuss if necessary with the assigned outside sales personnel issues surrounding the account. o Be current on the knowledge of service bulletins related to the reported issue.
 Advise the Coordinator of the preferred method of traveling to site and the type of accommodations required.
 Verify site information and conditions are understood before leaving the office.
 Confirm availability of specialized tools as required.
 Maintain a tool kit that can easily be packaged for airline travel.
Travel
 Ensure to travel as arranged to arrive at site at the appointed time.
 Keep accurate records of traveling expenses for invoicing purposes.
 Abide by the travel guidelines to minimize excess mileage on the company vehicle. Travel time in excess of 6 hours will require a flight instead of driving.
 Maintain a vehicle mileage log that is available for audit as required.
 Must be able to travel to outside Canada- Passport/Clean criminal record as required.
Site visits
 There are a number of different sites to be visited each of which has their own challenges and all MUST have an OSRA (On Site Risk
Assessment) completed prior to the commencement of work as follows: o Water and Waste Water facilities – Are generally lax in Health and Safety enforcement therefore special attention must be
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paid to the on site risks. o Oil and Gas – Are generally very strict in Health and Safety enforcement and extra time must be planned for the entry and exit procedures. Special PPE will be required at all times. o General Industry – Varies depending on the type of facility and there needs to be an awareness of site rules and risks.
 Work to be performed will fall into one of the following categories: o Repair. o Preventive Maintenance. o Commissioning (Start up).
 Electrical and mechanical problem solving will be required for all repair visits.
Administration
 Ensures job reports are completed on site and a copy handed to the customer.
 Ensures timely submittal (in line with the relevant KPI) of job reports to the
Service Coordinator for invoicing to the customer.
 Submits expense reports monthly, within the first week of every new month for approval by the Service Manager.
 Ensures all safety training tickets/certifications are current and up to date before they expire.
 Maintains PPE inspection log to ensure all PPE is current and in suitable condition.
Skills/Abilities:
 Qualified through experience and education to work around live electrical equipment.
 Able to read and understand electrical, pneumatic and hydraulic schematics.
 Maintains a clean driving record.
 Demonstrates an above average mechanical and electrical aptitude.
 Must be physical fit to work with: o Weight up-to 75lbs. o Heights up-to 100ft. o Confined space as defined in the OHSA. o Site specific drug and alcohol policies.
 Extensive product knowledge of the following: o Electric Actuators – A, IQ, IQ2, AQ, Q.
Core Competencies:
 Planning & Organizing – The ability to plan, prioritize, set objectives, and action plans to achieve results in a timely and cost effective manner.
Plans and organizes work, coordinates with others, and establishes appropriate priorities. Demonstrates the ability to determine the
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appropriate sequence of activities for completing work. Prepares realistic estimates of the time needed for completing work.
 Decision Making – The ability to reason and reach sound conclusions in a timely manner; which includes acting independently or seeking counsel and accepting responsibility for decisions made. Demonstrates the ability to apply a broad base of knowledge, information and deep expertise to address critical issues. Demonstrates the ability to take into account all relevant issues when making decisions. Addresses issues critically and logically evaluating alternatives before making decisions.
Makes decisions in a timely manner balancing analysis with decisiveness.
 Execution – The ability to manage work and time to maximize productivity; problem solves effectively; acts decisively, demonstrating confidence, conviction, and sound judgment; manages resources to control costs and achieve objectives; maintains effectiveness in varying tasks, environments, and responsibilities.
 Communication – The ability to convey ideas and information (verbally and in writing) simply and convincingly. Speaks and writes clearly and concisely as it pertains to the job. Facilitates open discussion and utilizes communication methods appropriate to the situation. Expresses reactions and opinions without intimidating others.
 Relationship Management – The ability to build effective interpersonal relationships through good listening skills, development of trust and rapport, acceptances of differences, and willingness / ability to work with peers, supervisors, and subordinates.
 Customer Service – Accurately anticipate and identify customer requirements and track performance against these requirements. Follow up with customers to ensure problems and / or issues are resolved.
Contribute to the development of customer service processes and procedures.
 Results Orientated – Does what is necessary to get the job done whilst producing quality work in a safe manner. Understands deadlines must be met and strives every time to achieve this goal.
 Self Development – Demonstrates an awareness of one’s own capabilities and seeks opportunities to acquire new knowledge, skills and job responsibilities. Seeks opportunities to apply new skills to the job and accepts feedback on performance readily and in a positive manner.
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