Primary Responsibilities/Essential Functions:

Essential functions may include the following tasks, knowledge, skills and other characteristics. This is not a comprehensive listing of all functions and tasks performed by persons in this position, nor does it list all possible duties that may be assigned.

• Attends service calls as directed by supervisor, following customer schedules wherever possible
• Knows and enforces compliance with safety policies and procedures as well as quality objectives and policies
• Checks, services and replaces prescribed parts relevant to field service schedules ensuring high standards of work are achieved
• Completes field service paperwork thoroughly and diligently when the task is complete
• Assist in parts inventory control
• Inspect, test, troubleshoot and repair AAL products in the highest level of safety, quality and ethical standards
• Works closely with personnel involved in the field and communicate all deviations required from routine and regular work prior to proceeding
• Communicate all product performance and reliability issues with supervisor
• Manages customer expectations effectively which means that where schedules cannot be met, customers are advised of revised times
• Manages all customer interactions ensuring courteous, professional and helpful interactions; maintain a good working relationship with all customers
• Completes all service calls in accordance with schedules, ensuring the checking, service and replacement as prescribed
• Communicates with supervisor and customers regarding work performed and if unable to complete all tasks ensure customer is aware of follow up work to be performed and relevant time frames
• Assist Sales team with customer tours and demonstrations at service facilities
• Ensures all tasks and decisions are performed in an efficient and cost effective manner
• Drives and contributes to the department's continuous improvement culture.
• Knows and abides by all customer policies, procedures, and rules while in their sites, workplaces, transportation, or camps.
• Attend and actively participate in all training allocated (internal and external) and undergo regular competency assessments as required to ensure the required skill level is maintained for the relevant field tasks.
• Maintains confidentiality of all intellectual property by not providing information (either verbally or written) to anyone outside AAL without expressed written consent from Management.

Other duties as required

Our Commitment to Diversity and Inclusion

We believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every employee can grow and achieve their best. We are committed to fair and equal treatment of employees and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any employee or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.