Service Support Specialist Supervisor

Job Description

ROLE SUMMARY:

You will coordinate the activities of a group of Field Service Representative - Controls involved in the servicing of automation equipment remotely and at the customers’ facilities. You will focus on mentoring your team to resolve customer issues and support increasing customer loyalty and revenue with alignment to the customer’s needs.

Responsibilities include:

• Manage the administration and delegation of work for team members within our Field Service Representative’s according to their skill and experience.
• Collaborates with Service Applications Engineering team in support of proposals and owns the jobs won from concept to through-life support.
• With the help of Technical Service Manager plan to achieve budgets or to be under budget in total labor hours.
• With the help of Technical Service Manager plan work to effectively manage overtime to departmental budget requirements.
• Assist in managing your group to work safely and achieve no lost time accidents.
• Create a team environment and work with your group to be a positive, motivating force. With the help of Technical Service Manager manage problems (i.e. absenteeism, attitude, workmanship, efficiency, work habits).
• Travel is typically 15%, but there could be periods of higher travel requests during service rotations per year.
• Participate in reviewing objectives/continuous improvement initiatives with your team.
• Participate in the planning stage of the project with the Assembly Manager, Project Manager, and project team. This information will equip you to communicate the functionality of the customer’s needs.
• Attend design review(s) to critique design for functionality.
• Support Manager in the Selection of FSR Controls to be an ambassador for ATS at the customers’ site. Provide a quick and efficient installation of the equipment at customers’ site. Follow all safety procedures according to the ATS Health and Safety Manual in addition to following any onsite customer health and safety procedures.

Additional Responsibilities

• Communicate and be a channel for any constructive or objective ideas that arise; helping to keep the manufacturing standards up-to-date and at the highest level. Use the group as a pool of technical knowledge, solving problems together efficiently and advising on the use of outside sources.
• Ensuring the health and safety of employees in their group by ensuring that machinery and equipment are safe, making sure that employees work in compliance with established safe work practices and procedures and providing adequate training for employees in specific work tasks to help eliminate the risk of workplace injuries.
• Conduct 1:1 with team members on regular basis to continuously develop & coach them
• Complete performance appraisals, keeping in mind that performance is key. Complete apprentice progress reports as needed.
• Provide input on planned capital expenditures for manufacturing equipment during the fiscal budgeting process.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
• Demonstrate leadership in Health, Safety and Environment compliance.
• Hold team members accountable for health, safety and environmental compliance as part of the annual performance review process.
• Ensure that the requirements of the health, safety and environment management system are implemented and maintained.
• Implement appropriate corrective measures for unsafe conditions and unsafe acts.
• Ensure that appropriate equipment, materials, and protective devices are provided and maintained in safe condition.
• Provide information, instruction, and supervision to employees.
• Take every precaution reasonable in the circumstances for the protection of employees.
• Step in to fill FSR Control duties when required (except travel %).

Qualifications

Education

• A post-secondary diploma, degree or equivalent qualification, specializing in electrical, mechanical or software controls technology.

Experience

• A minimum of four years of experience in a hands-on automation/control’s environment. 10+ years of experience programming Programmable Logic Controllers (PLC), and Human/Machine Interfaces (HMI) using Allen Bradley or Siemens software.
• The successful candidate is a good communicator, displays professionalism and has well-developed interpersonal skills with the ability to work with all levels of customer and ATS management in a multi-disciplined engineering environment under pressure. An excellent understanding of pneumatics and hydraulics with basic electrical and system control, along with the ability to read engineering drawings, reference manuals and assembly systems instruction guides is essential. Must have experience and be proficient with Microsoft Word and Excel. Individual must have the ability to quickly gain knowledge to readily troubleshoot systems.

Working Conditions:

Works in shared environment. Environment contains several hazards including electrical wiring and motorized vehicles (tow motors).

Physical Requirements:

May be required to stand at workstations for prolonged periods of time. May be required to perform a wide range of movements including bending, crawling, kneeling, etc. May be required to lift up to 30lbs. May work with odorous substances within confined spaces. Use of hand tools requires significant manual dexterity.

Health, Safety & Environmental

• Supervisors are responsible for promoting, monitoring and enforcing work practices which support the prevention of workplace illness and injury, as well as protection of the environment.
• Ensure that equipment, materials and protective devices are functioning in a safe manner
• Ensure that employees are working in accordance with divisional health and safety procedures
• Applies progressive discipline as appropriate for health, safety and/or environmental violations
• Advise employees of the existence of any potential or actual health and safety risks
• Provide appropriate instruction for safe work Document Number : CHSES-001-02
• Take every precaution reasonable in the circumstances for the protection of employees

If you're excited about this role, but do not meet all the qualifications listed above, you are still encouraged to apply Why YOU should join our ATS Life Sciences Systems team:

We value our PEOPLE - The foundation of a great company is having the best team which is why we continuously work to develop, engage, empower and energize our people. The best people want to work with the best team - the best teams are diverse and inclusive teams. What we do MATTERS - our Life Sciences projects contribute to improving the lives of people around the world! ATS has made a commitment to be carbon neutral by 2030!
INNOVATION and PROBLEM SOLVING is at our core - Our pursuit of continuous improvement in everything we do. Our focus is on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas and promoting creative problem-solving

We prioritize internal GROWTH & DEVELOPMENT - ATS offers endless opportunities for professional growth and development – with a tuition reimbursement program, individual development programs and a commitment to promoting from within - there is space for you to grow your career at ATS!

We offer COMPETITIVE Total Rewards - Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 5% RRSP matching program and optional Employee Share Purchase Program

The Compensation offered will be based on the local job market and may vary depending on factors such as the job-related knowledge, skills, experience of the selected candidate, as well as other objective business considerations. Subject to these considerations, the total compensation package for this position may also include other elements, such as an annual cash incentive in addition to a full range of medical, retirement, and/or other benefits. Details of these benefit plans will be provided when the selected job candidate receives an offer of employment.
A place to BELONG: We celebrate our uniqueness and ensure that all employees have equal opportunities for growth and development. We believe that unique experiences are essential for our success and innovation.
This role represents an existing vacancy within the organization. ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary.

The ATS applicant tracking system may utilize AI software with pre‑defined, rule‑based filters to organize and manage application materials. Rule‑based filters operate solely on fixed criteria and do not perform autonomous evaluation or generate independent recommendations. All hiring decisions continue to involve human review and judgment.