What are the responsibilities and job description for the Field Service Specialist position at BTG Group?
General Summary:
The Field Service Specialist will assist customers with installation, start-up, calibration, training, troubleshooting and technical information for BTG products in the pulp and paper industry. This role will have close customer relationships that will range from E/I supervisors, process engineers and a range of key mill members. This role will work closely with the service manager, service team, sales, and applications team.
Responsibilities:
- Travel to customer location for service.
- Be actively involved with the customer during installation and start up.
- Make recommendations to improve accuracy, reliability, and usefulness of BTG products.
- Perform product and application training for mill personnel as needed.
- Follow projects closely to ensure customer understanding and acceptance.
- Advise sales personnel of any potential customer needs for additional BTG products.
- Advise Engineering, R&D, QC and/or Manufacturing of any product issues so they can be addressed and solved. This includes writing Quality Improvement (QIP)reports to the manufacturing facilities.
- Provide warranty repair and courtesy visits in special cases in order to resolve customer issues.
- Maintain customer equipment history and contact customer when preventative maintenance is due.
- Maintain records and files for equipment and mills.
- Encourage customers to maintain their existing BTG equipment and to upgrade to new technology products when warranted.
- Responsible for own personal safety, the safety of the team and those around you.
- Work in accordance with and enforce compliance with all BTG policies (ex: Safety, Code of Conduct, Commercial Policy, Security Policy and Export Compliance) to maintain BTG reputation and image.
Required Knowledge, Skills and Abilities:
- Must be a “people person” – one who enjoys engaging the customer, travelling and is excellent in communication and follow-up.
- Strong analytical and troubleshooting skills.
- Ability to work with a high degree of autonomy; prioritize, organize, and work independently.
- Excellent computer skills, strong knowledge of MS Office.
- Must be able to learn and use remote service tools as required.
- Must be able to travel to and from customers in Canada.
Required Education/Experience:
- Minimum 2-year technical degree in electronics/instrumentation or equivalent experience.
- A successful track record in technical support in an industrial environment.
Recruitment Privacy Notice:
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We thank you for the interest in BTG; however, only those candidates selected for an interview will be contacted.