Make a Difference Directly at Our Customers’ Facilities

What You Will Accomplish

Technical Support and Problem Resolution

• Serve as the first point of contact when customers report technical issues or operational abnormalities.
• Diagnose and resolve issues involving filling equipment, downstream systems, conveyors, case packers, and other related equipment.
• Conduct root cause analyses and implement long-term corrective actions.
• Manage incidents, complaints, and technical service requests through to full resolution.
• Maintain detailed documentation of diagnostics, repairs performed, parts used, and recommendations provided.

Customer Support and Satisfaction

• Work closely with customer production teams and operators to restore operations as quickly as possible.
• Maintain regular communication with customers, sales teams, spare parts specialists, and other internal stakeholders.
• Deliver customer training and provide technical guidance tailored to operational needs.
• Contribute to a high level of customer satisfaction and long-term customer retention.

Collaboration and Continuous Improvement

• Partner with field service, customer service, sales, and product development teams.
• Gather and communicate customer and market feedback to support the continuous improvement of products and services.
• Support technical communications with customers regarding products, specifications, procedures, and product changes.

Service Management and Field Operations

• Perform corrective maintenance, preventive maintenance, and repair activities at customer sites.
• Prepare quotations for spare parts and follow up on corrective action requests.
• Effectively manage multiple priorities in a fast-paced and evolving environment.
• Remain available to support customer operational needs, including urgent situations.
• Travel frequently throughout Canada and internationally.

What Will Help You Succeed in This Role

Education and Experience

• Technical diploma in Electrical Engineering Technology, Mechanical Technology, Industrial Automation (PLC), or a related discipline.
• 7 to 10 years of experience in field technical services, quality engineering, aseptic packaging, or a related industry.
• Strong knowledge of liquid filling equipment and downstream handling systems.
• Demonstrated experience in troubleshooting, diagnostics, and solving complex technical issues.
• Proven customer service experience within an industrial manufacturing environment.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent organizational, planning, and prioritization abilities.
• Ability to work effectively in a dynamic and changing environment.
• Strong communication, collaboration, and interpersonal skills.
• Ability to influence and interact effectively with all levels of a customer's organization, from plant operators to senior management.
• Proven conflict resolution and relationship-building skills.
• Self-motivated, resourceful, and accountable.
• Proficiency with Microsoft Office applications and technical software such as MS Project and AutoCAD.
• Strong written and verbal English communication skills to effectively support U.S.-based teams and corporate stakeholders.
• Willingness and ability to travel up to 95% of the time.