The Field Service Tech is the front-line field service representative and is responsible for fulfilling the customers expectations during field service activities. The FST is experienced in JBT Marel equipment (or equivalent) and works independently, solving technical and/or technological issues for a standard product process. The FST may mentor junior FSTs and provide basic training.
We are looking for candidates who reside in the Toronto, Canada and surrounding areas.
Ensures excellent performance of troubleshooting, repair, installation, maintenance, customer training and/or general support for JBT Marel machinery at customer facilities. This includes activities like preparation of installation and maintenance activities, aftercare of new installations and keeping in close contact with the customer and report the progress.
Maintains own skills and is technically proficient in the skills necessary to install, trouble-shoot, repair and train customers on JBT Marel equipment / solutions and carry out routine maintenance jobs
Ensures quality and disciplined preparation and reporting of the visits to update customer support coordinators and field service administrators to ensure best possible customer outcome
Sets priorities in accordance with the needs of the company and the customer
Ensures the customer will experience a confident, emphatic and competent service from the organization
Ensures that in situations where the service delivery to the customer is compromised the Field Service Engineer will escalate the matter according the companys processes to ensure the right support to the customer
Follows company processes consistently:
Secure a meeting with the customer upon arrival onsite and receive briefing from the customer
Prepare and execute the work as agreed with the customer
Manage the customer experience
Identify sales and service opportunities
Identify/update/validate information of the Installed Base
Process hours and expenses
Technical reporting
Keep stakeholders informed and updated
Inform the Customer Support about arrival time if outside of expected window
Confirm reception of a work order to the resource planner
Update Customer Support and customer on progress of the work
Debrief customer on work done and performance of the machine
Report on quality issues and non-conformity (NCR)
Other duties assigned as required by the business
Skills and Abilities
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to execute agreed tasks & deadlines against performance criteria (KPI)
Result orientation, ability to follow through and respect deadlines
Customer face-to-face interaction skills and commercial service skills
Social perceptiveness
Technical competence in an engineering discipline
Computer literate
Good grammar and communication skills
Education, Knowledge, and Experience
Degree in Mechanical, Electrical and/or Software engineering or similar knowledge level
Technical college degree preferred
Recognized product training on food processing equipment preferred.
Strong communicator with analytical skill and the ability to work under pressure
Excellent English skills, both written and verbal
Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage
The estimated hourly pay range for this role is $25.00 - $35.00 CAD an hour. Please note the salary information shown above is a general guideline only. Starting salary will vary by location, qualifications, and prior experience.
Commitment to Global Safety
As a JBT Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure JBT Marel is a safe place to work.
JBT Marel Vision and Values
In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. JBT Marels core values are: Unity, Innovation and Excellence.