ATG Pharma Inc. Looking for Field Technician at Oakville, Ontario, Canada Full Time

The Technical Support Representative is dedicated to providing exceptional technical assistance and support to customers both online and in-person, ensuring seamless operation, and maximizing equipment performance. By fostering strong partnerships with clients, the representative aims to guarantee high levels of customer satisfaction, leading to increased equipment orders and potential growth opportunities. Collaborating closely with Sales, Production, Logistics, and Finance teams, they ensure the successful delivery of technical services and customer satisfaction, contributing to the overall success and efficiency of the organization.

Key Accountabilities

• Provide support to users of ATG equipment including answering questions, analyzing problems, and quickly forming solutions to return equipment to proper operation.
• Walk clients through the process of installing equipment and running equipment for the first time.
• Communicate clearly and effectively with clients to quickly resolve issues and ensure client satisfaction.
• Develop and maintain detailed records of all interactions with clients, report issues and completed resolutions.
• Develop training manuals and troubleshooting procedures to help clients interact properly with equipment.
• Make upgrade recommendations to clients whose machines cannot support future needs and connect with sales for quoting opportunities
• Work closely with internal sales to ensure customer parts orders are effectively and rapidly followed through on by the internal sales team.
• Act as the initial point of contact for all client’s equipment related concerns.
• Organize and file documentation pertaining to warranties and instructional guides.
• Maintain NPS score
• Regular travel to client facilities across North America for install, training and support purposes.

Working Conditions

• Environment: Customer locations / ATG Office, Warehouse, Machine Shop environment. Frequent travel within North America. Valid passport and drivers licence required.
• Physical Skill: Some lifting to a max of 50lbs. Regular use of a computer daily.

Required Qualifications

• Education: Bachelor’s degree or the equivalent experience in Customer Support/Success, Sales, Business Development or Account Management
• Work Experience: 2+ years experience in similar role
• Knowledge:
• Exceptional technical, mechanical, electrical and pneumatic understanding is required
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with all levels of customer teams: Hourly staff through to senior and executive level customer contacts
• Proficiency: MRPEasy, QuickBooks, Microsoft Office, including Outlook, Teams, Excel, Word and PowerPoint. Well developed process analysis skills required.

Key Competencies

• Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Leadership – Maintains a professional and positive manner even under stressful or uncertain conditions. Works well with a wide variety of individuals to provide support, coaching, encouragement and direction. Engages with others easily in order to accomplish daily tasks, short term objectives and long-term goals.
• Accountability – Takes personal ownership and responsibility for the safety, quality and timeliness of work commitments. Follows organizational guidelines and regulations. Demonstrates reliability and integrity daily.
• Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes at all fruitful sources for answers; can see hidden problems, is excellent at honest analysis; looks beyond the obvious and doesn’t stop.
• Analytic Thinking – Applies systematic, logical reasoning for problem solving
• Service Orientation – Provides superior custom service to external and internal customers and follows through on requests, calls and emails in a timely fashion. Recognizes potential problems and works to resolve issues before they progress.
• Influencer – Builds positive relationships and effectively conveys new ideas to internal and external customers.

Company Description

ATG Pharma Inc. is a Canadian Manufacturer of bench-top packaging machines designed for the fast growing and dynamic Cannabis and allied health industries. The manufacturer of the RoboCAP, which is the only Liquid Capsule, Vial, Small Bottle and E-cig Cartridge filler on the market.

The mission here is to continue to adapt to the changing needs of the Cannabis and allied health industries. Expanding in the United States and Europe, ATG Pharma is an extremely fast growing and exciting company to be part of.

Our team is a carefully selected set of ambitious, and well-rounded individuals looking to shake up a previously aged industry. We are looking for individuals who want to be a part of our company’s success. Who have the want for growth within and a clear vision of their future.

ATG Pharma Inc. is a Canadian Manufacturer of bench-top packaging machines designed for the fast growing and dynamic Cannabis and allied health industries. The manufacturer of the RoboCAP, which is the only Liquid Capsule, Vial, Small Bottle and E-cig Cartridge filler on the market. The mission here is to continue to adapt to the changing needs of the Cannabis and allied health industries. Expanding in the United States and Europe, ATG Pharma is an extremely fast growing and exciting company to be part of. Our team is a carefully selected set of ambitious, and well-rounded individuals looking to shake up a previously aged industry. We are looking for individuals who want to be a part of our company’s success. Who have the want for growth within and a clear vision of their future.