ROLE OVERVIEW

Kwik Lok's Regional Assembly Field Service Technicians (RAFST) are customer-oriented individuals who are responsible for providing technical hands-on support and maintenance to ensure optimal performance of our customer's Kwik Lok industrial equipment. They play a critical role in supporting our customer's success by traveling to customer sites all over the world to troubleshoot and correct challenges. Successful RAFSTs are passionate about cross-functional collaboration and are solution oriented; frequently working alongside customer service, regional sales managers, assembly technicians, engineers, service engineering technicians, and warehouse personnel.

This position reports to the Manufacturing Manager, and will work closely with our Canada Regional Sales Manager. This position supports Kwik Lok production activities with a focus on continuing improvement of quality, food safety, and manufacturing processes.

POSITION RESPONSIBILITIES AND RESULTS

FIELD SERVICE

• Represent the company in a professional and courteous manner, building strong relationships with customers and maintaining the company's reputation for excellent service.
• Communicate effectively with customers, providing status updates, explaining technical issues, and ensuring customer satisfaction.
• Provide technical expertise and issue resolution for customers with Kwik Lok machines through phone, email, and in-person visits
• Install, calibrate, and test new equipment at customer sites to ensure proper functionality and safety.
• Maintain, inspect, troubleshoot, and repair existing equipment at customer sites using diagnostic tools, technical manuals, and knowledge of equipment specifications
• Train customers on proper use and maintenance of equipment, including safety protocols and best practices.
• Maintain detailed and accurate records of all service activities, including repairs, maintenance, and customer interactions.
• Coordinate sales opportunities with Canada Regional Sales Manager, identifying opportunities to sell additional services, parts, or upgrades on equipment
• Order and maintain inventory of spare parts and tools needed for repairs and maintenance.
• Submit expense and activity reports in a timely fashion to Manufacturing Manager and Accounts Payable

PROCESS IMPROVEMENT

• Assist in the development, implementation, and administration of standard assembly and AFST procedures to ensure that internal and external customer needs are met in a safe, secure, dependable, efficient, and flexible manner.
• Contribute to ongoing efforts to improve service processes, equipment performance and reliability by reporting common issues of customers to top management and engineers
• Assist in the development, testing, and launch of new products

OTHER RESPONSIBILITIES

• Stay up to date with industry trends and advancements in machine technology
• Continuously update technical knowledge and skills through company-provided training and independent research
• Account for all tools following the maintenance, repair, or setup of each machine
• Maintain a safe and clean working environment at Kwik Lok's campus, and at customer sites, adhering to all applicable safety regulations and company policies.
• Provide support for Canada Regional Sales Manager, including setup and participation at trade shows when needed
• Support plant needs in Cambridge, Ontario as defined by Plant Manager

REQUIRED QUALIFICATIONS

• Education: High school diploma or equivalent; technical degree or certification in instrumentation, machinery or trade certifications preferred
• Experience: At least 4 years of previous related machine assembly, maintenance, troubleshooting, or field service experience
• Travel:
  • Must be willing to travel domestically and internationally full-time, with at least 50% of travel requiring overnight stays
  • Must possess a valid Canadian driver's license
• Must be legally authorized to work in Canada without sponsorship
• Strong ability to analyze and problem solve technical and mechanical issues and ability to work under pressure
• Proficient in the use of diagnostic tools and equipment, and ability to understand engineering drawings and technical documentation
• Excellent written and verbal communication in English required; ability to communicate in French preferred

KEY SKILLS AND ATTRIBUTES

• Self-motivated; Able to work independently in a safe and productive manner and manage multiple priorities
• Ability to collaborate and work effectively across functional lines; able to communicate and work closely with highly technical personnel
• Proficient in Microsoft Office Suite
• Pays strong attention to detail
• Approaches work with an innovative spirit, constantly focused on continual improvement

ALL THE DETAILS

• Pay range: $74,505.60 - $97,792.50 CAD/year depending on experience
  • Other Compensation: Employees may be eligible for annual performance bonuses
• Benefits:
  • Insurance: Medical, Dental, Vision, Prescription, and Life Insurance plans (after probationary period)
  • Retirement: Contribution to RRSP program by the company (after probationary period)
• Paid Time Off: (after probationary period)
  • Vacation: 75 hours a year, with increases based on years of service
  • Statutory Holidays: 11 days a year: New Year's Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Family Day, Christmas Eve, Christmas Day, Boxing Day
  • Sick Time: 37.5 hours a year
• Perks:
  • Personal point accrual on company-paid airfare, lodging, and car rentals, travel rewards program points are yours to keep
  • Company provided tool kit, cell phone, and apparel
• Schedule: Core hours are Monday Friday 8:30a 4:30p. Your work schedule will vary as needed to perform your job requirements.
  • Occasionally you will be assigned to be on-call to answer after-hourse emergency service telephone calls.
  • Travel requirements: Must be willing to travel domestically and internationally at least 50% of the time. Travel schedules may differ.
• Location: Cambridge, ON
• Work environment:
  • While performing the duties of this job, the employee is regularly required to see, walk, talk and hear. Frequently bends, squats, kneels. Uses hands to reach, handle, or feel objects, tools, or controls; reaches with hands and arms. May lift up to 100 pounds on occasion. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Regularly sitting and/or standing at a computer or in an airplane when traveling. Noise level in office environment 10dB, 85-95 dB in production environment.

To view labor compliance information, click here.

Kwik Lok is an Equal Employment Opportunity (EEO) employer. We strongly encourage people from underrepresented groups to apply. We value a diverse workforce and provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, disability, marital status, genetic information, or status as a veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job or participate in the application and interview process.

To learn more about Kwik Lok, visit www.kwiklok.com.