Position Summary

Support TerraSource customers and internal departments to maximize customer satisfaction with our equipment, while capturing revenue for service whenever possible and driving parts sales.

Essential Duties and Responsibilities include the following:

• Supervise, advise and train customers on installation, operation and maintenance. Evaluate equipment, identify needs for service or parts and submit request to drive quote volume.
• Proactively work with customers, sales representatives, and monitor recent orders to identify opportunities for service visits.
• Complete service visits, generate professional reports, and submit billing in a timely manner.
• Utilize SalesForce system to submit Quote Requests, manage Service Reports, update Asset data, and collaborate with other departments.
• Appropriately manage time and resources to minimize overtime and expenses, while generating Value Add Service and Parts Quotes. Identify and advise sales resources on new equipment opportunities at customers.
• Provide feedback and training on equipment performance and potential improvements to Sales, Engineering, and others in the Field Service Department.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Education

College or University degree or equivalent from a technical school in a technical field; or a minimum of 5 year(s) related heavy industrial service experience and/or training; or equivalent combination of education and experience with an emphasis in electrical and mechanical systems.

Skills/Experience

• English written & verbal required, French, a plus
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and engineering drawings. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees. - Required / Intermediate
• Ability to utilize mathematical concepts such as fractions, percentages, and ratios in practical situations. - Required / Basic
• Considerable ingenuity and judgment required to deal with factors not easily evaluated, interpret results and make decisions working independently. - Required / Expert
• Generating professional and grammatically accurate technical reports and proposals, not requiring routine review by others. - Required / Intermediate
• Ability to operate general hand tools, measuring devices, air tools, and other common equipment for industrial equipment maintenance. - Preferred / Intermediate
• Must possess a valid driver's license in province of residence and be insurable under company's motor vehicle insurance policy. - Required
• Demonstrated common PC Skills including Microsoft products. - Required / Intermediate
• Experience with SalesForce or similar customer management software. - Beneficial
• Must complete annual MSHA Vendor Training. Surface and Underground Vendor Training / Certifications. - Required

Travel

Employee must be able to travel 60% of the time on average. Some international travel is required and therefore a valid passport is required. Work schedule may be adjusted to allow weekdays off when weekends are worked.

Physical Demands

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 50lbs. Specific vision abilities may include the employee's ability to see near and far distances.