Field Service Specialist

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. The territory for this role will include regional coverage of southern US states including Virginia, North Carolina, South Carolina, and Tennessee.

Travel outside of the region may be required to support BTG projects.

Responsibilities :

• Travel to customer location for service. A minimum of 75% of time will be spent travelling.
• 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.

Organizational Responsibility Statement :

In addition to the job-specific responsibilities listed above, all employees are expected to support and model BTG's Code of Conduct and support BTG Values : Innovative, Reliable, Fair, Sustainable and Ambitious.

Employees will be held accountable for knowledge and effective application of these principles.

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.
• Flexible and able to travel 75% of the time. Domestic air travel may be necessary, up to 25%.
• 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 the Western Canadian Region

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.

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We thank you for the interest in BTG; however, only those candidates selected for an interview will be contacted.