Novarc Technologies Inc. Hiring for Customer Service Technician at North Vancouver, BC Full Time

We Empower Welders to Safely do Extraordinary Things.

Are you looking to join an industry leader and pioneer in the world of industrial robotics?

Novarc Technologies is an award-winning technology company based in North Vancouver, B.C. Since opening its doors in 2013, Novarc has built advanced collaborative welding robots for pipe welding applications. Novarc uses sensor-based controls and computer vision with cutting-edge software and hardware to improve the quality and efficiency of pipe welding. Our main product is a state-of-art collaborative robot that is currently being shipped internationally.

The company has proven itself as an industry disruptor and has taken home the Innovation award at the Vancouver Chamber of Excellence Awards and first place in the Excellence Technology Innovation Awards (TIA). Globe and Mail has also named Novarc One of Canada’s fastest growing companies. We have been featured in top publications and watch lists including two features in Weld magazine. Our team is made up of experts who design, build and sell our entire welding solution.

As a growing company, we pride ourselves on our agile approach to exceeding our staff and client needs. We work hard but play hard too! Our Foosball table has collected a little dust lately but we are excited to get back in the game later this year with our weekly lunches, and an inclusive, fun, and passionate atmosphere for all involved. Our benefits include an extended healthcare package, paid time off, and great training opportunities. We are excited to invite you to join our growing team for this exciting journey!

Why Novarc:

Here are 4 reasons you will like working at Novarc Technologies:

• ‘A’ Players: Our team is made up of talented, intelligent, and hardworking people. If you are an ‘A’ player, you will enjoy the intellectually stimulating, challenging, and respectfully competitive atmosphere.

• Growing Quickly: We are in the process of developing new products and hiring a great team of people. 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 expose a little weirdness.

• Lots of Opportunities: We are in the process of transitioning into a larger company and as such are looking for stand-out talent internally to move into leadership positions.

Position Overview:

As a Technical Robotics Support member, reporting to the Customer Service Director and part of the Operations team, you will be responsible for the timely support of the SWR if issues at clients’ sites arise. You are a critical link in the team and enable the continued success of each SWR after commissioning.

The successful candidate must be able to attend an interview in person and will work out of our North Vancouver, BC office; Monday to Friday.

Duties and Responsibilities:

• Create a seamless and efficient customer experience.

• Assist in NovCare; Novarc’s maintenance program for regular preventative maintenance and equipment upgrades.

• Assist in Novarc’s Customer Service Ticketing system, ensuring prompt replies to Customers and timely distribution of work to the technical team.

• Extract useful data from Customer Service Tickets to lead to proactive measures and long term, sustainable solutions.

• Get to the root of one-time and repeating Customer Service issues and implement long-term, sustainable solutions.

• Ensure adherence to Quality, Health, Safety & Environmental requirements.

• Promote customer support with internal and external suppliers to improve cost, delivery, and response time.

• Provide service and customer support during field visits as required.

• In person field service and installation support may be required.

• Ensure the department is properly serving its customers, meeting defined expectations. Lead the team members with a focus on modelling a caring culture, agile thinking and serving customers.

• Provide feedback to Engineering and Sales teams when appropriate.

• Effectively manage the spare parts business; ensure timely invoice of spares parts and service jobs. Support Sales teams with aftermarket service costs as required.

• Working with the Installation Manager, ensure proper planning of field service works is maintained.

• Document and improve on department processes and procedures, and supporting documentation.

• Proactively identify and resolve potential Customer Service issues before they become problems.

• Working with the Supply Chain team, log RMAs and where necessary, follow these through to completion.

• Working with the Sales team, grow the aftermarket spares and support business in a structured and strategic manner. Plan, document and implement strategies to do so.

Minimum Required Qualifications and Experience:

• Strong English literacy; written and spoken. Critical to being able to clearly express problems and solutions verbally and in reports.

• Ability to troubleshoot, test, repair and service technical equipment.

• Experience troubleshooting and point-to-point testing electrical systems.

• Experience with PLC programming

• Experience with PLC programming and servo controls

• Experience with HMI software, tags, addresses

• Familiarity with motion control and robotics applications

• Familiarity with communication protocols such as DeviceNet, CAN, and EtherCAT

• Algorithmic thinking and the ability to devise and implement control techniques inside PLC

• Strategic, critical thinking, and analytical skills for structured problem-solving rather than band-aid fixes.

• Excellent computer skills.

• Technical Degree or Diploma with 3+ years of experience, or equivalent education and experience combination.

• Excellent leadership, communication and negotiation skills with the ability to inspire a diverse team of professionals to provide exceptional customer experience.

• Solid background of experience in supporting Customer Service teams, with the ability to manage and control processes and ensure procedures are followed to mitigate risk and to ensure customer satisfaction.

• Strategic, critical thinking, and analytical skills for structured problem-solving.

• Demonstrated success in maintaining positive interpersonal relationships, which encourage openness with team members and customers using exceptional influencing, facilitating, and collaborating skills.

Preferred Additional Qualifications:

• MIG Welding experience

• Familiarity with OMRON servos and drives

• Exposure to and use of cloud-based project management software “Wrike”

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

• Experience with industrial robots

Schedule:

• Core: 8-hour shift, Monday to Friday, starting at 730AM

• 10-30% travel may be required

• As we have a global client base, the ability to log customer service tickets and take calls at non-standard hours, including weekends, may be required.

Job Types: Full-time, Permanent

Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Paid time off
• Stock options

Schedule:

• Monday to Friday

Ability to commute/relocate:

• North Vancouver, BC V7J 1J3: reliably commute or plan to relocate before starting work (preferred)

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

• PLC programming and servo controls: 1 year (preferred)