Field Service Technician

This posting is for an existing vacancy.

About PSI Engineering

PSI Engineering manufactures and integrates automated pack and sortation systems for high volume warehouse and distribution centers who serve the business to consumer (B2C) market, drastically improving throughput and accuracy while reducing labor costs.

Founded over three decades ago, PSI Engineering began in the print-on-demand business. With a deep understanding of printing technology and with several patented designs, PSI has been able to develop a suite of core machines that are recognized as the fastest and most accurate document handling products in the industry.

Since its founding, PSI Engineering has evolved into a leading end-to-end pack line solutions provider, from consultation and design to manufacturing and support. PSI is recognized as a global expert in pack area automation for warehouse/fulfillment centers, otherwise known as the last 100 feet of the order fulfillment process. We work with clients globally to increase facility productivity, optimize labor costs, and improve overall order packing efficiency.

The Opportunity

In this role, you will be a part of a customer-focused team dedicated to following the company's overall direction, management, and administration of equipment installation and post-installation services (Aftermarket). The services include the installation of the system, installation of spare parts, and consumables, preventive maintenance and rebuild projects. Field Service Technical is directly responsible for providing excellent customer support and service, from customer engagement during the installation, and integration into customer operations to post-delivery support. The Field Service Technician is responsible for any service request and customer troubleshooting/ inquiries in person and over the phone.

Key Responsibilities

• Install, troubleshoot printer & automation equipment and related software at customer sites.
• Train customer operator, engineering, and maintenance staff on the operation and maintenance of installed equipment.
• Diagnose errors or technical problems and determine proper solutions.
• Serve as a resource for third-party service providers in resolving complex problems.
• Provide support to customers around any inquiries/support requests during field or service visits.
• Managing all on-site installation, repair, maintenance, and test tasks.
• Maintain and respond to any inquiries through email and the Live Chat/PSI website.
• Respond to customer calls, provide technical service, and maintain support at customer locations.
• Process all warranty claims.
• Collaborate with engineers and customers on developing specific per-customer spare parts lists.
• Maintain consistent knowledge and expertise around automation control software/HMI.
• Communicate effectively providing excellent service and experience to PSI’s customers.
• Complete the final Q.A. to ensure the highest quality before shipping the systems
• In partnership with Sales Team support in-filed demo of the systems.
• Follow up with customers regularly to ensure the service provided resolved any problems.
• Follow up with customers to ensure implemented PSI systems are performing to their satisfaction.
• Ensure the accuracy and timely administration of the Service Ticket module within the ERP system.
• Complete Daily Service reports and submit them to Customer Service and Aftermarket & Service Manager upon closure of the tickets.
• Complete and submit expense reports with detailed receipts within two days after returning to the home office.
• Complete Filed Service Reports in detail and have customer sign-off. Submit all Field Service Reports upon completing the customer service visit.

Ideal Candidate Profile

• Experience as a Field Service Technician within the machinery servicing industry.
• Experience in developing hardware control software and software development is an asset
• Relevant technical certificate or degree in the chosen field
• Mechanical and electrical skills.
• Strong IT and IT troubleshooting skills.
• Proficient in Microsoft Office products.
• Strong customer focus, communication skills, and problem-solving are required.
• Ability to travel within and outside of the country consistently, according to a changing schedule
• Ability to lift to 55 pounds

Please note that AI-assisted tools may be used to support the preliminary screening of applications. All applicant assessments and hiring decisions involve human oversight.

PSI Engineering is committed to fair and equitable recruiting practices in accordance with the Accessibility for Ontarians with Disability Act (AODA). Persons with disabilities are encouraged to come forward at any stage of the recruitment process to request accommodations, if needed.

PSI Engineering is an equal opportunity employer. We value diversity and are committed to building a team that reflects a wide range of backgrounds, perspectives, and skills.