Field and Customer Service Technician

Role Summary:

Novarc Technologies is looking for a Field and Customer Service Technician to join our growing team and support the production of our cobots. Our never-before-seen welding cobots require technical client support through the sales, customization and installation process.

As a Field and Customer Service Technician, reporting to the Director of Customer Support, your primary responsibilities will be to ensure Novarc’s Spool Welding Robots (SWRs) are installed, commissioned, and handed over at client sites, as well as travel to sites to support with customer service and robot preventative maintenance duties. You will interact with the Novarc engineering and Operations teams, subcontractors, and vendors. You will be the point of contact for installations you are both physically at and remotely managing. You will also liaise with clients to ensure they are prepared for the installation and meeting the SWR’s installation requirements. The position may involve up to 50% travel during busy seasons, mostly in North America but potentially Internationally.

Key Responsibilities :

On-Site Customer Support:

• Install and commission new products.

• Perform Site Acceptance Tests (SATs) on new systems at site.

• Provide on-site field service support to Novarc’s products by answering technical questions to clients on the use of the product. On-site troubleshooting of Novarc’s products for mechanical, electrical, and control system issues.

• Schedule and Supervise subcontractors on site, including Health, Safety, and Quality compliance.

• Perform on-site task risk and safety assessments.

• Create detailed site reports for every site visit and installation, and provide them in a timely fashion to the team.

• Carry out NovCare (Novarc customer service package) maintenance duties.

• Manage the site toolbox, and ensure all tools and consumables are tracked, updated, and cared for.

• Demonstrate a personal commitment to Quality, Health Safety and Environment.

• Promote a culture of continuous improvement, and lead by example to ensure company goals are met or exceeded.

Office-Based Support :

• Provide remote and on-site field service support to Novarc’s SWRs by answering technical questions to clients by phone and email on the use of the product.

• Engage with customers remotely to troubleshoot issues.

• Assist in the production, testing, disassembly and crafting duties of the SWR units.

• Assist in any shop activities assigned by the operations managers, as approved by the technical customer service manager.

• Create detailed Lesson's learned databases based on installations and service trips. Ensure these lessons are followed through for incorporation.

• Create and manage Standard Operating Procedures (SOPs) for installations.

• Provide input on documentation and operating instructions in a timely manner.

• Ensure the Novarc installation toolbox is fully stocked with relevant consumables and tools.

• Submit purchase requests for required tools for the SWR toolbox.

Qualifications and Experience:

• 5+ years as a Field Service Technician or Engineer.

• Technologist Diploma or Engineering Degree in Electrical, Robotics, or Mechatronics; or equivalent experience with relevant trade certifications such as Certified Electrical Journeyman, PLC/Electrical Technician, or Instrumentation Technician.

• Excellent oral and written English communication and documentation skills.

• Adaptability - able to handle new and changing conditions at a moment’s notice - some weeks will be back-to-back trips and some weeks will have you on your computer answering customer emails and calls.

• Experience with electrical systems such as electrical control panels, and ability to read electrical schematics.

• Experience with mechanical assemblies such as metal fabricated parts, pneumatics, and gears/motor drive systems, and ability to read mechanical assembly drawings.

• Experience in commissioning and installation under pressured timelines

• Strong organizational and time management skills

• Ability to travel significantly - at least 35-60% within North America, with the possibility to travel internationally.

Nice to have:

• Experience with Customer Support.

• Experience with Project Management.

• Experience with AC and servo motor operation and selection.

• Experience with PLC programming, especially Omron products.

• Experience with MIG welding systems.

• MIG Welding experience.

• Familiarity with OMRON servos and drives.

• Knowledge of HSE, QA, Ishikawa (cause and effect diagrams), Toyota Business Process, and 5 Whys process

Schedule:

• Typically, this is a core position requiring an 8-hour shift, Monday through Friday.

• While not traveling, the role will be office-based, with the possibility of remote work in the future.

• Occasional weekend and evening work may be required, as up to 35-60% travel may be necessary.

• Given our global client base, logging tickets and taking customer calls outside of standard business hours, including weekends, may be required.

Commitment to Novarc Values:

Demonstrate and embed Novarc’s core values of Hungry, Humble, and Smart in daily work, decision-making, collaboration, and interactions with colleagues, customers, and partners.

• Hungry: Be Passionate, Never Give Up, Customer Focused, Continuous Learning, Do What You Say

• Humble: Servant Leader, No arrogance, Less Ego, Listen > Talk

• Smart: High EQ, Challenge the Status Quo, Thought Leaders

About Novarc Technologies:

Novarc Technologies is a full-stack robotics company specializing in the design and manufacturing of cobots and AI-based machine vision solutions for autonomous welding. Novarc’s Spool Welding Robot (SWR) is the world’s first of its kind in pipe welding applications. As a proven pioneer in the field, Novarc’s team is dedicated to solving challenging welding automation problems that improve customers’ bottom line.

Why Novarc:

• Growing Opportunities - We are in the process of maturing into a fast-growing medium-sized business.

• Great place to be - We have created a fun, adventurous, and open-minded environment where our teams are encouraged to bond and express their unique selves.

• Best People - Our team is made up of talented, intelligent, and hardworking people.

• Lots of Opportunities - We are constantly looking for stand-out talent internally to move into leadership positions.

We are excited to invite you to join our growing team for this amazing journey!

"Novarc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, national or ethnic origin, color, political belief, marital or family status, religion, special abilities, age, sex or sexual orientation, or a criminal conviction or charge that is unrelated to employment of to the intended employment of that person. This applies to all our practices of recruitment, selection, promotion, training and development, health and safety, and compensation."