Field Service Technician | AMP Sortation | Remote (United Kingdom (UK), Netherlands)

Field Service Technician | AMP Sortation | Remote (United Kingdom (UK), Netherlands)

Application ends: October 3, 2024
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Job Description

AMP is hiring a Field Service Technician reporting to the EU Operations Manager in a remote capacity. This person can be based in the Netherlands or the United Kingdom. 

As our Field Service Technician you will work to:

  • Work directly on an AMP robot installation to learn design philosophies, features, and functionality; as well as understand the challenges of remotely supporting equipment around the world.
  • Participate in multiple AMP device commissions to understand the software and hardware puzzle pieces that fit together to ship a quality product.
  • Learn to use AMP’s cutting edge, proactive maintenance tools to diagnose system issues.
  • Learn to calibrate, operate, and troubleshoot AMP products and internal tools.
  • Field incoming service tickets as the first point of communication with AMP’s recycling partners, expertly triaging and prioritizing needs.
  • Meet with internal AMP resources – experts in the field of machine learning, software development, and recycling economics – gaining an understanding of AMP’s capabilities and how they align with customer needs.
  • Work together with our HQ service team in the US, to keep growing the Service organization in the region.
  • Train with our experience and innovative team in the US to learn with the best.
  • Go to existing site plants to measure their current layout setup so our engineering team can model and quickly implement our products.
  • Get a deep understanding on software support level

In the longer term, you will:

  • Participate in both internal and external customer success conversations as the voice of advocacy for our customer.
  • Work with Customer Performance and Site Reliability Engineers to identify areas of high customer risk and create mitigation plans.
  • Close the engineering feedback loop by systematically reporting unique, high-frequency service requests, performance concerns, or hardware failures.
  • Guide the transition process from installation to service through seamless technical communication with internal teams and take-over-certificate review.
  • Consolidate and maintain AMP service documentation (including videos, podcasts, interpretive dances, etc.) into an internal and external knowledge base – becoming a super-librarian for a greener planet.
  • Train customers on how to perform common repair work, complete required maintenance, and self diagnose or resolve system issues.
  • Provide remote troubleshooting as well as onsite repairs at customer locations.
  • Complete trip reports and site visit summaries.
  • Evaluate product concerns against specifications and warranty coverage.
  • Process customer warranty claims, service requests and support via Salesforce.com.
  • Train and mentor new members of the Service team.
  • Be able to advise on recycling sorting facilities best practices
  • Access via software some system configuration for troubleshooting

Supervisory Responsibilities:

  • None

The successful candidate will have:

Required:

  • Hands-on field service experience servicing equipment at customer locations as well as remotely.
  • Experience effectively communicating with multiple levels and skill sets within an organization.
  • A strong technical hardware or field engineer/technician background (practical experience preferred but not exclusionary).
  • Ability to travel on a short period notice to service customers at their locations.
  • Comfortable working in the field at a customer site.
  • Highly proficient with common field tools (tap/die, impact drills, grinders, multi-meter, etc.).
  • Ability to work equally well in a team or solo environment.
  • A desire to learn something new everyday, then teach a teammate.
  • Extremely resourceful – known as a person who “finds a way to get it done.”
  • Demonstrated ability to work long hours in difficult situations (heat, dust, small spaces, tight deadlines, etc.).
  • Easy to communicate with multicultural and different language teams.
  • Problem solving mindset with an open mind to help customers and partners to understand their needs of service and support.
  • Conflict resolution to be able to understand different needs from the customer and report it to the team.
  • Motivation to learn in-depth technological products and come back with solutions in the field.
  • Proactively solving problems without the need of being given tasks
  • Analytical while visiting facilities for measuring layouts to capture the best of the setup

Preferred:

  • Previous experience in a customer facing, coaching, or teaching role, preferably in a technical field. Experience in a technical training environment.
  • Process or documentation creation examples (service reports, field report, site surveys, training presentations in ppt, etc.).
  • Examples of audio-visual presentations and/or writing samples.
  • Real world experience using data to improve efficiencies and make fact-based decisions.
  • Experience with industrial controls (robots, sensors, actuators, control systems).
  • Experience with robot or PLC firmware/programming – e.g. RAPID, ACE, Ladder Logic.
  • Experience with robots – e.g.: Omron, UR, ABB, etc.
  • Experience with electrical wiring, manufacturing techniques, on-site assembly, installation, and service of mechanical systems.
  • Ability to work in a fast paced environment.

Education:

  • Technical School diploma or Engineering diploma.
  • Minimum 3+ years of experience servicing and support, or knowledge of, automation, robotics and AI products or related equipment
  • Outstanding customer service presence and attitude with professional presentation
  • Self-organized with a willingness to exceed customer and company expectations
  • Basic proficiency with Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook) or Google Workspace (Docs, Slides, Sheets).
  • Must maintain a valid UK/EU issued driver’s license and excellent driving record.
  • Valid EU/UK passport without any reservations

Working Conditions/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  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 frequently required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk and hear. The employee must occasionally lift and/or move up to 20kg.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus, and ability to accurately see and label color.

Working Location(s): 

  • The Netherlands

Travel Requirements: 

  • Up to 70%
  • This role requires travel and in-person contact. It is a condition of employment that:
  • You are able to travel frequently across borders within and outside the European Union, United Kingdom (including but not necessarily limited to the EU, UK, and, occasionally, the United States) with minimum restrictions as permitted by law.
  • You are able to attend frequent in-person meetings, and enter client worksites, adhering to the health and safety requirements of such meeting sites or venues.

AMP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Applicants who identify with a historically underrepresented group are encouraged to apply. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equity Grant:  The candidate selected for this role will be recommended for a stock option grant commensurate with the position and the candidate’s qualifications.

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