Field Service Advisor

• Provide technical phone support for all Wexxar, Bel and IPAK product lines, ensuring quick and effective resolutions.
• Create and update incident forms and unit configurations in the ERP module.
• Follow up on field service technician reports and ensure all action items are completed.
• Prepare and share technical documentation with service technicians before dispatch.
• Provide after-hours technical support on a rotational basis with the after-hours team (incentivized).
• Collaborate daily with field service technicians, offering guidance and support as needed.
• Build and maintain positive working relationships with customers, field service teams, sales, engineering, and production.
• Review retrofit, rebuild, and upgrade orders for the Wexxar product line.
• Act as a backup for engineering and QA tasks, including box reports, sign-offs, and FATs.
• Review service reports for necessary follow-ups and identify opportunities for engineering updates.
• Schedule and lead meetings on service issues requiring cross-department collaboration.
• Follow established service processes and contribute ideas for continuous improvement.
• Manage and order tools and equipment supplies for field service technicians.
• Stay updated on Pro Mach DPG products through on-site and off-site training sessions.
• Perform other duties as assigned by your supervisor.

What’s in it for you?

We believe in fostering an innovative and collaborative environment where your career can thrive. At ProMach, you’ll enjoy:

• Competitive compensation and a comprehensive benefits package available from day one.
• Paid time off, life insurance, and a retirement savings plan with company match.
• Opportunities for personal and professional growth, with ongoing training and development.
• The chance to make a meaningful impact in a fast-growing, innovative company.

What do you bring to the table?

• A technical background with proven problem-solving skills.
• Exceptional communication and interpersonal skills.
• Experience with technical documentation and support tools like Syteline ERP.
• Ability to gain expert knowledge on our Wexxar, Bel, & IPAK product lines is an asset.
• Ability to travel occasionally within Canada and the USA (approximately 10% of the time).
• A commitment to continuous learning and excellence in technical support.

About ProMach

At ProMach, we’re passionate about innovation and customer satisfaction. Named to the Inc. 5000 list of fastest-growing private companies, we’re a global leader in packaging and automation solutions. With the rewards and opportunities of a large organization and the entrepreneurial culture of a smaller company, you can make a meaningful impact every day.

Salary Range

Min - 75k
Mid - 85k
Max - 95k
Salary ranges are dependent on qualifications and experience. In addition to base salary, incumbents are eligible for travel OT, daily per-diems while travelling, commissions, tool reimbursements and much more!

Qualifications

• Technical/other training or better in Automatic Control Systems or related field.
• Technical/other training or better in Electronics Technology or related field.
• Technical/other training or better in Mechanical Engineering or related field.