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Customer Support & Electrical Engineer Technician

Position Overview: The Technical Support / Electrical Production Technician will use analytical and problem solving skills to maintain, repair and support Fugro Roadware ARAN (Automatic Road Analyzer) vehicles and products, as well as build, integrate, test and commission ARAN Products and Solutions.

Key Responsibilities

·         Develop a thorough, end-to-end understanding of Roadware’s data collection abilities and data analysis procedures, including technical specs and limitations

·         Develop a comprehensive understanding of clients’ business environments, technical needs, usability needs, and training needs

·         Evolve training programs and end-to-end solutions that will work for the client

·         Develop training approaches and strategies to enable clients to become effective users of our technology products quickly

·         Communicate effectively with internal subject matter experts to extract information to develop documentation

Technical/Customer Support

·         Provide technical support services to Fugro Roadware Products customers as well as in-house

o    Provide email, web and telephone support

o    Perform annual Preventative Maintenance on the ARAN’s subsystems and workstations

o    Provide on-site support as needed (with little notice) and organizing applicable travel arrangements

o    Coordinate spare parts sales and delivery

o    Coordinate the return and repair of defective equipment

o    Install upgrades of hardware and software on existing customers as required

o    Provide feedback and non-conformance issues in the form of ECR’s, NCR’s and Corrective actions to other departments to improve product reliability and quality

·         Provide on-site build, commissioning and training services. Perform work in accordance with contract requirements and quality standards to achieve customer acceptance

·         Provide training to end users of Fugro Roadware hardware and software products

·         Maintain proper documentation of customer contact information and customer hardware and software configurations/versions using SalesForce database

·         Support the introduction of new products

·         Log customer issues in SalesForce

·         Promote the renewal of annual service agreements

·         Seek out revenue growth opportunities with customers through the offering of additional services, upgrades, additional systems, etc.

Electrical Production

·         Assemble electrical and mechanical sub system components assemblies, and cables

·         Install and integrate sub system components, assemblies, computers and cables on to vehicle or mobile platforms

·         Identify and communicate technical problems, processes and solutions to different departments

·         Assist in the on-going development of subsystem specifications

·         Perform assembly, integration, and testing on-site at a customer’s facility when required

·         Install software and hardware components into computer systems

·         Configure vehicle system software settings based on project requirements

·         Calibrate vehicle measurement instruments and image capture systems

·         Test completed systems using acceptance test procedures (ATP)

·         Interpret test results to confirm acceptance tolerance as per ATP documents

·         Maintain appropriate ATP documentation

·         Identify and communicate technical problems, processes and solutions to different departments

·         Perform assembly, integration, and testing on-site at a customer’s facility when required

·         Assist in the on-going development of subsystem specifications

REQUIREMENTS

Education: Diploma or equivalent for an Electro-Mechanical, Electrical, or Electronics Technician or Engineering, math, computer science, or similar technical degree and 5-10 years of relevant experience

You must be able to successfully pass the Criminal Background Check and Driver’s Abstract

Must have valid Canadian Passport

Experience

·         Pavement management knowledge would be an asset. Experience with ISO 9001 requirements would be an asset

·         Strong working knowledge of measurement systems and video image capture systems

·         Able to deal effectively and professionally with customers in dealing with support issues, on-site work, commercial matters

·         A strong working knowledge of Windows operating systems (including, but not limited to Windows XP, Windows Server, and Window 7)

·         Extensive experience with communication and network protocols (TCP/IP, HTTP, etc.)

·         Working knowledge of Microsoft SQL Server database administration and reporting services experience

·         A background in Electrical/Electronic Technician/Technologist

·         Experience using a variety of electrical manufacturing tools such as solder iron, crimper

·         Experience on the use of oscilloscopes, multi-meters, function generators, etc.

·         Strong working knowledge of computers hardware

·         Vehicle mechanical maintenance experience

·         Mechanical aptitude. Comfortable with work, tools and materials involved in the assembly and integration of electro mechanical subsystems on to mobile platforms

·         A positive attitude and enthusiastic team player

·         Willingness and ability to travel on short notice and extended period of time

·         Must possess and maintain a valid driver's license as well as a Canadian Passport

Skills

·         Strong technical writing and editing skills

·         Excellent verbal communications skills, and the ability to obtain buy-in for ideas

·         Excellent listening skills; Proven ability to analyze client environments and to develop optimal solutions and training approaches

·         Strong teamwork skills including motivation, negotiation, and issue resolution

·         Excellent problem solving ability, process analysis skills, and proven data analysis skills

·         Strong organizational skills

·         Strong computer skills and fluency with standard office applications

·         Strong hands-on problem solving skills

·         Strong analytical skills

·         Demonstrated ability to learn new platforms and technologies quickly and apply knowledge quickly

·         Attention to detail

·         Excellent interpersonal, listening, communication skills and demonstrates honesty and integrity in all relationships. Use initiative and exercise sound independent judgment. Evaluate alternative solutions and present recommendations. Have strong time management skills, self-motivated, keen attention to detail and the ability to maximize productivity each day.

·         Ability to cope with unexpected changes in a day’s plan and attention to detail in completing required records accurately and on time. Ability and desire to work as part of a team as well an ability

·         Strong customer service awareness

·         Excellent verbal and written communication skills

·         Ability to work with minimal supervision

·         Strong working knowledge of measurement systems and video image capture systems.

·         Able to deal effectively and professionally with customers in dealing with support issues, on-site work, commercial matters.

·         Willingness and ability to travel internationally up to 40% of the time

·         Ability to work flexible hours and overtime hours on occasion

Working Conditions and Safety

·         Be aware of and adhere to the safety policies and procedures of the company

·         Participate and meet requirements of HSE training as per Health and Safety Training Matrix

How to Apply:

Please apply here.

Fugro Roadware offers a comprehensive benefits package that includes a health and dental plan, disability coverage, life insurance, and a pension plan.

Fugro is an equal opportunity employer.