POSITION PURPOSE:
The Field Service Technician is responsible for supporting customers through the installation, commissioning, maintenance, optimization, and technical support of Septimatech products and solutions at customer facilities throughout North America and internationally.
As a key member of the Service Team, the Field Service Technician works directly with customers to install, commission, troubleshoot, and support Septimatech products and solutions while ensuring projects are completed safely, efficiently, and to customer expectations.
The Field Service Technician provides technical training and support, resolves equipment and application challenges, and contributes to continuous improvement through the documentation of field observations, customer feedback, and lessons learned.
As a technical representative of Septimatech, this role plays an important part in delivering an exceptional customer experience while maintaining the highest standards of quality, professionalism, and safety.
WHAT YOU WILL DO:
- Travel to customer sites throughout North America and internationally to install, commission, troubleshoot, maintain, and support Septimatech products and solutions.
- Deliver high-quality workmanship while completing all work safely, efficiently, and professionally in accordance with customer requirements and Septimatech quality standards.
- Represent Septimatech building positive working relationships with customers, suppliers, contractors, and other stakeholders while delivering an exceptional customer experience.
- Work closely with Septimatech employees, contractors, and technical partners to ensure a unified approach to project execution and a seamless customer experience.
- Develop and maintain knowledge of Septimatech products, customer applications, and packaging line operations while identifying opportunities for future customer improvements and potential applications for new products and solutions.
- Support the planning of installations, service visits, and customer support activities by providing accurate information regarding project scope, timing, resource requirements, and site conditions.
- Review project scope, drawings, and documentation to ensure customer requirements are understood and that all necessary tools, equipment, materials, and resources are prepared prior to each site visit.
- Troubleshoot mechanical, electrical, automation, and application related issues and implement effective solutions in a timely manner.
- Modify, adapt, machine, fabricate, and fit components as required to ensure proper fit, function, and performance within the customer's application.
- Provide technical training and support to customers on the installation, operation, maintenance, and adjustment of Septimatech products.
- Conduct pre-installation and post-installation meetings and provide clear communication regarding project status, technical issues, risks, and recommendations.
- Provide detailed technical feedback, measurements, drawings, photographs, and recommendations to support root cause analysis, corrective actions, continuous improvement initiatives, and product enhancements.
- Complete all required documentation accurately and in a timely manner, including service reports, expense reports, risk assessments, customer request forms, non-conformance reports (NCR’s), and other records required within the scope of the job order.
- Follow standard installation procedures, quality standards, and company processes.
- Work collaboratively with Engineering, Sales, Manufacturing, Customer Service, and other departments to support successful project outcomes.
- Work in compliance with company Health & Safety policies and procedures, customer safety requirements, the Occupational Health and Safety Act, and all applicable regulations and legislation.
- Conduct site-specific risk assessments and ensure appropriate personal protective equipment and safety controls are in place prior to commencing work.
- Where customer safety requirements do not exist or are less stringent, follow Septimatech safety standards as the minimum acceptable requirement.
- Support remote technical assistance, customer service activities, product evaluations, audits, and other technical initiatives as assigned.
- * Please note that the duties, skills, and requirements in the posting are common to the role and do not represent an exhaustive list of tasks and duties. Some of the items may be subject to change based on needs of the business and job function.
WHAT WE ARE LOOKING FOR:
- College diploma, technical school diploma, trade certification, or equivalent combination of education, training, and experience.
- Minimum 3-5 years of experience in field service, industrial maintenance, manufacturing, packaging equipment, automation, or a related technical field.
- Strong mechanical aptitude with hands-on experience installing, troubleshooting, repairing, modifying, and commissioning industrial equipment in a customer-facing environment.
- Demonstrated ability to adapt, modify, machine, fabricate, weld, and fit mechanical components to address installation challenges and customer-specific application requirements.
- Preference may be given to candidates with knowledge and experience in automation, PLCs, HMIs, sensors, and industrial control systems.
- Ability to read and interpret engineering drawings, mechanical layouts, assembly drawings, and technical documentation.
- Ability to use CAD software such as SolidWorks, DraftSight, to review drawings and line layouts.
- Proficient in the use of standard measuring equipment including vernier calipers, micrometers, and other precision measuring instruments in both Imperial and Metric systems.
- Strong communication and interpersonal skills with the ability to effectively communicate technical information to customers, suppliers, contractors, and fellow employees.
- Strong organizational and documentation skills with the ability to prepare clear service reports, technical recommendations, lessons learned, installation records, and other required documentation.
- Proficient with Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Teams, and other business software applications.
- Ability to work independently, prioritize workload, and adapt to changing customer requirements and project schedules.
- Demonstrate professionalism, sound judgment, and a strong business ethic when interacting with customers, suppliers, contractors, and fellow employees.
- High level of integrity, accountability, and attention to detail.
- Experience with on-site risk assessments, hazard evaluations, and safe work practices would be considered an asset.
- CPR, First Aid, Respirator Training, Working at Heights, Elevated Work Platform, Forklift, and other industrial safety certifications would be considered an asset.
- Must be physically capable of performing installation and service activities, including occasionally lifting and/or moving up to 50 pounds.
- Valid driver's license with a satisfactory driving record.
- Valid passport and the ability to travel throughout Canada, the United States, and internationally.
- Requires extensive travel, up to 70% of working time, including the ability to travel on short notice when required.
OUR COMPANY:
Septimatech Group Inc. was founded over 30 years ago in Waterloo, Ontario. Septima is derived from the Latin word for seven, representing our seven founding employees. Septimatech, pronounced Sep-TEAM-a-tek, places the emphasis on team, which is the heart of our company. Our people champion continuous improvements for our Customers because we are passionate about innovation and delivering outstanding customer service.
Our seven guiding principles, values and beliefs are the foundation of our company (Be Committed to the Customer, Deliver Superior Quality, Act with Trust and Honesty, Do Business with Class and Dignity, Cooperate and Share Responsibility, Communicate Openly with Others, Take Leadership and Share the Excitement of Being Part of Septimatech).
Septimatech delivers productivity improvements for packaging lines and machines worldwide. We manufacture innovative, precision engineered solutions that provide repeatable, accurate adjustment for intuitive setup, operations, and maintenance. Septimatech has global experience working with more than 2,700 packaging machine models across the personal care, home and fabric care, beverage, pharmaceutical, nutraceutical, chemical, and consumer goods industries.
We are experts in overcoming challenges that threaten uptime, throughput, product handling, and overall line performance.
We offer a friendly, supportive, and inviting work environment with a true team culture in a fast-paced customer-driven setting.
Septimatech is committed to promoting accessible recruitment as outlined in the Accessibility for Ontarians with Disabilities Act. Septimatech will attempt to accommodate persons with a disability in an appropriate and effective manner throughout all stages of the recruitment process. We would ask that those who require assistance to notify our office as soon as possible if accommodation is necessary.
Job Types: Full-time, Permanent
Pay: $35.00-$42.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Vision care
Ability to commute/relocate:
- Waterloo, ON N2V 1K5: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you possess a valid passport and are eligible for unrestricted international travel?
Experience:
- Field Service Installation: 3 years (required)
Licence/Certification:
- Class G Licence (required)
Willingness to travel:
Work Location: In person
