Field Support Engineer

InvestottawabayviewyardsCanadaFull Time

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Job description

About the role

As a , you will play a crucial role in ensuring the seamless operation of our engineering solutions in the field. Your expertise will be pivotal in troubleshooting, maintaining, and enhancing our systems to meet the needs of our clients. This position offers a unique opportunity to work closely with both technical teams and customers, providing hands-on support and fostering strong relationships. You will be based in Ottawa, Ontario, and will be part of a dynamic team dedicated to delivering high-quality engineering services.

Key facts

Location: Canada

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Open to Canadian citizens and permanent residents; sponsorship may be available for exceptional candidates

What you'll do

Provide on-site technical support for engineering systems, ensuring optimal performance and reliability.
Diagnose and resolve hardware and software issues in a timely manner, minimizing downtime for clients.
Collaborate with engineering teams to implement system upgrades and enhancements based on client feedback and technological advancements.
Conduct regular maintenance checks and inspections of equipment to ensure compliance with safety and operational standards.
Train clients and internal staff on the proper use and maintenance of engineering systems, fostering a culture of safety and efficiency.
Develop and maintain detailed documentation of support activities, including troubleshooting steps, resolutions, and system configurations.
Act as a liaison between clients and internal teams, communicating technical information clearly and effectively.
Participate in the development of support processes and best practices to improve service delivery and client satisfaction.
Assist in the preparation of reports and presentations for management, highlighting trends, challenges, and opportunities in field support.
Stay updated on industry trends and emerging technologies to provide informed recommendations to clients and internal teams.
Manage inventory of spare parts and tools required for field operations, ensuring readiness for service calls.
Provide feedback to product development teams regarding client needs and potential improvements to existing systems.

Requirements

A degree in Engineering, Computer Science, or a related field, or equivalent experience in a technical support role.
A minimum of 3 years of experience in field support or technical troubleshooting, preferably in an engineering environment.
Strong understanding of engineering systems, hardware, and software, with the ability to quickly learn new technologies.
Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
Exceptional communication skills, both verbal and written, with a focus on customer service.
Ability to work independently and as part of a team, demonstrating initiative and a proactive approach to challenges.
Valid driver's license and willingness to travel to client sites as needed.
Familiarity with project management methodologies and tools is a plus.

Nice to have

Experience with specific engineering software or tools relevant to our industry.
Knowledge of safety regulations and best practices in engineering environments.
Previous experience in a client-facing role, particularly in technical support or consulting.
Certifications in relevant technologies or methodologies (e.g., ITIL, PMP) are advantageous.

Skills & tools

Proficiency in troubleshooting hardware and software issues.
Familiarity with networking concepts and technologies.
Experience with diagnostic tools and software used in engineering support.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and prioritize effectively.
Competence in using Microsoft Office Suite and other relevant software applications.

Practical notes

This position may require occasional travel to client sites within the region, as well as flexibility in working hours to accommodate client needs.
Candidates should be prepared to undergo background checks and provide references upon request.
The role may involve physical activities, including lifting equipment and working in various environmental conditions.
Investottawabayviewyards is committed to fostering an inclusive workplace and encourages applications from diverse backgrounds.