Field Service Representative - Controls

Overview

The Embedded FSR Service - Controls serves as an Embedded Technical Controls resource on site at a customers facility and serves as a main point of contact (POC) and subject matter expert (SME) on all day-to-day machine functions related to controls on Life Science Systems. The goal of this role is to help the customer achieve operations equipment reliability and performance effectiveness (OEE) throughout the lifecycle of the assets and provide a continuous transfer of knowledge.

This role will be the face of ATS at the customers facility and as such must have strong communication skills and drive partnership relationship and collaboration with the customer.

Responsibilities

Embedded Asset Build Stage (located at the build division)

Working with cross-functional disciplines and departments on brand new equipment where youll be expected to be part of or acquire:

• Integration with the CAPEX Team valued and contributing team member of the build team
• Building Strong Relationships With the other members of the Build Team CAPEX PM and customers
• Deepening Product Knowledge Understanding the customers product and assembly process
• Enhancing Technical Skills Learning critical processes & new technologies
• Operational Proficiency Gaining hands-on experience with PLC HMI and Servo systems fault messaging and machine diagnostics
• Collaborative Problem-Solving Working closely with the assembly team lead to troubleshoot and refine integration
• Service Strategy Involvement Engaging in integration Pre-FAT FAT installation & SAT

Embedded On-Site Stage

Execute the POST- SAT Service Support Strategy as per contract including:

• Formal and informal training as required
• Transfer of knowledge to the customer
• Primary liaison to the customer
• Role will be embedded at the Customers facility for the duration of the embedded resource contract
• Facilitate warranty/non-warranty claims with the customer centric team.

Work with the Services Customer Success and Support teams to define and/or execute:

• Retrofits and upgrades
• Ongoing OEE reviews
• Reliability improvements

Opportunities to learn and support other customers within a local geographic area.

Responsibilities

• Responsible for driving operational and performance metrics and key performance indicators (KPIs) of the equipment
• Troubleshoot controls equipment at the customers facility and make the necessary adjustments to bring equipment up to running status to achieve production requirements
• Operate system to demonstrate equipment operation and to analyze malfunctions.
• Record changes to software and electrical schematics following our red line process.
• Provide information for machine technical documentation.
• Supervise workers in testing tuning and adjusting equipment to obtain optimum performance.
• Advise management regarding customer satisfaction and product performance and make suggestions for product improvements bi-weekly via status reporting.
• Work with suppliers to resolve technical issues at customers sites.
• Make recommendations for software changes only on items that require changes.
• Follow all customers safety regulations while at their facility.
• Maintain service reports and bulletins as required and submit them to the appropriate departments.
• Responsible to meet or exceed customer expectations in an efficient manner.
• Be able to make accurate equipment audits and reports.
• Consult with engineering personnel at ATS to resolve unusual problems in system operation and maintenance.
• Actively work with Sales Account Manager and Key Account Service Leader (KASL) on account management and opportunity development.
• Maintain International Standardization Organization (ISO) standards.
• Work on site at customers facility daily and be required to provide weekly time and site report details. Weekend work may be required on an as-needed basis.
• Reside near the customer site for quick responsiveness.
• Coordinate any additional PTO during contract duration with Project Management to ensure at least one embedded resource is available every weekday.
• Work within the employee handbook requirements of embedded resources within the embedded contract.
• Comply with all ATS Company policies.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
• Other duties as assigned.

Qualifications

• Bachelors degree in controls engineering or equivalent combination of education and experience related field and successful demonstration of knowledge and responsibilities.
• Greater than three (3) years of experience within a control and automation environment.
• Current experience with Rockwell Siemens PLC programming languages architecture and networks for design debug and troubleshooting. Other platforms a plus.
• Experience with large scale highly complex industrial control systems with preference Life Science type systems
• Servo experience is required (camming servo experience preferred).
• ABB/Fanuc robot experience would be of value.
• Experience in Vision sensing and peripheral systems.
• Network experience using Ethernet/IP Profinet and other industrial control/IT networks.
• Experienced in applying complex knowledge of fundamental concepts practices and procedure within the area of specialization.
• Self-motivated proactive and willing to take on new challenges and tasks.
• Competent user of Microsoft 365 applications (Outlook SharePoint Word Excel and PowerPoint)
• Experience using Salesforce would be an advantage.
• Strong communication skills ability to build and maintain relationships Customer-Centric.
• Requires excellent interpersonal and commercial skills
• Strong command of the English language with the ability to communicate effectively both orally and in writing.
• Experience in establishing a good working relationship with all customers dealing with customers to resolve problems and delivering an exceptional customer experience.
• The ability to read drawings reference manuals and assembly systems instruction guides is essential.
• Dependable with a great work ethic and attendance.
• Able to work independently in a fast-paced environment with no supervision.
• Driving license in good standing is essential.
• Required to be able to travel to the US Canada and Europe
• Required to locate for the period of the system build (at any of our ATS manufacturing sites)

Job Specifications

• The employee may be required to stand walk push pull reach overhead and bend to the floor.
• Exert up to 40 pounds of force occasionally and/or exert up to 25 pounds of force frequently.
• Visual acuity Normal requirements for reading written instructions and computer screens.
• Hearing ability Normal requirements for understanding verbal instructions.
• Working conditions The employee is subject to exposure to high noise levels and/or physical hazards when working on the manufacturing floor.