Job Description

POSITION SUMMARY:

The position of Technical Service Engineer (TSE) is responsible for managing, servicing and continuously monitoring major projects at customer sites. This position collaborates with other departments to improve design, efficiency, and development opportunities for our customers. The Technical Service Engineer ensures ongoing service activities meet established performance specifications, regulatory and manufacturing requirements with the overall goal to support Shed-Tech maintain its competitiveness within the various market segments served.

The Technical Service Engineer will address incoming inquiries and requests for technical support, parts and service, warranty issues and address customer complaints with respect to all equipment. The TSE shall take \xe2\x80\x9cownership\xe2\x80\x9d of issues and bring each to a conclusion internally and to the satisfaction of the customer in a timely manner. TSE\'s may be required for After Hours Customer Support, as necessary.

QUALIFICATIONS:

Education: College/University Degree - Mechanical Engineering

Experience: Minimum 3-5 years field work experience

DUTIES & RESPONSIBILITIES:

Strong experience in trouble shooting, diagnosing, and commissioning heavy machinery systems with electric, hydraulic, and permanent magnet motor drive systems.
Experience in reducers and clutches an asset.
Knowledge in mechanical based software a major asset (SolidWorks/AutoCad)
Project management and coordination on larger customer installations and critical orders.
Ability to understand customer software and hardware issues for their specific application and/or programs.
Capable of configuring operating systems utilizing remote desktop connections providing immediate support.
Monitor daily performance of customer systems when required.
Facilitate calls regarding technical issues with all Shred-Tech products/services. Offer in-depth alternatives to unique issues.
Record preventative maintenance visits, detail reports of work completed and provide closed loop communications on activities to prevent future concerns.
Discuss service contract offerings/renewals with our customers to ensure expectations are being met.
Provide technical telephone support for all customers and equipment.
Improve customer delight by delivering optimal customer service.
Support continuous improvement initiatives to build and improve customer relationships.
Provide necessary technical documentation to customers, drawings, BOM\'s technical manuals, bulletins etc.
Follow up on all new unit sales and sign off all new systems on behalf of service.
Oversee Preventative Maintenance programs and service work on larger and/or critical jobs.
Conduct customer site visits to assess customer needs as required and promote parts and service opportunities.
Act as service representative for project leader meetings with engineering for all jobs.
Source parts and service externally if necessary in order to expedite resolution of an issue.
Ability to travel when required.

SPECIFIC SKILL ABILITY AND KNOWLEDGE:

Must have excellent time management skills.
Demonstrate professional communication skills with Shred-Tech customers and internal departments.
Three years of Customer Service positions involving technical support.
Possess the ability to function effectively in a dynamic service-oriented environment.
Must be proficient with MSOffice Suite.
Epicor ERP and Salesforce Service Cloud experience an asset.
Must possess a strong technical aptitude or technical background.
Ability to run diagnostic tests to determine the cause of customer concerns.
Must be able to view and interpret engineering electrical, hydraulic and mechanical drawings and other technical documentation.

About Shred-Tech:

Shred-Tech is a leading manufacturer of shredding systems serving customers throughout the world. Shred-Tech is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Shred-Tech is committed to a diverse and inclusive workforce. Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.

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