Field Service Representative - Toolmaker

The world isn’t standing still, and neither is ATS Life Sciences - We don’t follow the trends. We set them!

Are you interested in being part of a team that makes a difference? Join our growing ATS Life Sciences Systems team a division of ATS Corporation, a publicly traded global enterprise with a proud history, we are helping advance the future with our factory-wide automation solutions. Within Life Sciences Systems, what we do matters – we custom design, build and service critical automated solutions for medical device and pharmaceutical companies. We are dedicated to assisting our customers in improving the quality of life for people around the world. When there is no room for error, and product failure is not an option, leading life sciences companies trust us to resolve their production challenges.

Job Description

We are seeking candidates who are either willing to relocate or currently reside in or near:

Arizona (Mesa), Illinois (Rockford), South Carolina (Clayton), Ohio (New Albany), Indiana (Indianapolis), Utah (Sandy), Pennsylvania (Wilkes-Barre)

For this role, there is an on-site component that will require you to be on-site in Cambridge, Canada to be involved with the build of the machine (living in Canada for 6 months to a year).

Once the machine is built, you would move back to the USA and provide ongoing support to the customer at their location.

ESSENTIAL JOB DUTIES:

Embedded – Build Stage (located at the build division)

Working with cross-functional teams, disciplines and departments on new equipment. Expectations of this element of the job duties include:
- Integration with the CAPEX Team – Being a 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 customer’s product and assembly process

- Enhancing Technical Skills – Learning critical processes, station alignments, and complex station assembly

- Operational Proficiency – Gaining hands-on experience with HMI 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, teardown, installation & SAT

Embedded –On-Site Stage

Execute the Service Support Strategy POST- SAT 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 Customer’s facility for the duration of the embedded resource contract

- Facilitate warranty/non-warranty claims with the customer centric team.

Opportunities to learn and support other customers within a local geographic area.
· Responsible for driving operational and performance metrics and key performance indicators (KPI’s) of the equipment.

• Troubleshoot mechanical equipment at the customer’s 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 the mechanical system or component 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 repair/replace changes only on items that require changes.
• Follow customers’ safety regulations while at their facility.
• Determine what is a warranty/non-warranty issue with the customer centric team.
• 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 customer’s 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.
• Other duties as assigned.

Health, Safety and Environmental

• All employees have the responsibility to work in a safe manner and report any health, safety or environmental concern to their manager or supervisor in a timely manner.
• Work in compliance with divisional health, safety and environmental procedures
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
• Report any unsafe conditions or unsafe acts
• Report defect in any equipment or protective device
• Ensure that the required protective equipment is used for the assigned tasks
• Attend all required health, safety and environmental training
• Report any accidents/incidents to supervisor
• Assist in investigating accidents/incidents
• Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct

Qualifications

Tool & die maker, Millwright, MTBI, or equivalent. Design experience is an asset.

Greater than three (3) years of experience within a mechanical automation environment

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)

#IND1

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 benefits will be provided when the selected job candidate receives an offer of employment.

A place to BELONG: We celebrate our differences and ensure that all employees have equal opportunities for growth and development. We believe that diversity of thought, background, and experiences is 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.