Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicentre of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact. It's a captivating time to be part of our journey – here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

Novarc Technologies is looking for a skilled and experienced Field and Customer Service Technician - NovAI to join our growing team and support the production of our cobots.

Summary: As a Field and Customer Service Technician, reporting to the Director of Customer Support, your primary responsibilities will be to ensure Novarc’s NovAI systems 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 NovAI installation requirements. The position may involve up to 50% travel during busy seasons, mostly in North America but potentially Internationally.

Duties and Responsibilities:

On-Site Customer Support:
- Install and commission new products.
- Perform Site Acceptance Tests (SATs) on new systems or pre-installed 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, software, and control (PLC) 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.
- 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.
Novarc home office:
- Deliver remote service support for Novarc’s NovAI systems by addressing technical inquiries from clients via phone and email regarding product usage.
- Engage with customers remotely to troubleshoot issues. Fine tuning the existing troubleshooting manuals.
- Assist in communications with clients about upcoming installations, and expectations, and plan with the Novarc team accordingly.
- Assist in any shop activities assigned by the operations or manufacturing managers, as approved by the technical customer service manager.
- Assist in engineering duties assigned.
- 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 and troubleshooting.
- Provide input on documentation and operating instructions in a timely manner.
- Submit purchase requests for required tools for the NovAI toolbox.
Robotic Welding Programming and Troubleshooting:
- Program, operate, and maintain customer robotic welding systems including Miller/Aubo, UR, Fanuc, ABB, and Yaskawa.
- Adjust and reprogram customer robotic systems as needed.
- Work closely with AI and control teams to integrate PLC programming and automation into welding processes.
- Troubleshoot and resolve issues with robotic welding equipment and processes.

Safety & Compliance:
- Adhere to all safety protocols and promote a culture of safety within the workplace, including customer safety protocols;
- Ensure robotic safety protocols are instated and followed
- Ensure that all welding activities comply with relevant safety and environmental regulations.

Qualifications and Experience:

College Advanced Diploma or equivalent in Robotics Welding, or a related technical field, or relevant experience.
3+ years of experience working in robotics welding and automation.
Experience in PLC programming, especially Omron products.
Experience with tuning and operating control systems.
Proficiency work experience in programming and operating robotic equipment (e.g., FANUC, ABB, Yaskawa, UR).
Experience with electrical systems such as electrical control panels, and ability to read electrical schematics.
Excellent English written and verbal communication skills required.
Excellent documentation skills and on the fly problem solving skills.
Excellent organizational and time management skills.
Experience in commissioning and installation under pressured timelines.
Ability to travel up to 50% to customer sites.
Ability to work independently at customer sites with little direct supervision preferred.
Work authorization for Canada, and ability to travel to the USA without restriction. High likelihood of need to travel to international locations
Ability to work collaboratively in a team environment and communicate effectively with cross-functional teams, management, and customers.
Excellent attention to detail, organizational and time management skills.
Must be able to perform extensive standing, walking and bending activities during prolonged periods of time.
Valid Driver License - Class 5 required.
Above all, a consistently positive attitude and a willingness to do what it takes to create robust solutions for our clients.

Nice to have:

Certification in robotic welding or similar disciplines is a plus.
Familiarity with robotic simulation tools is an advantage.
Familiarity with Linux Operating System
Experience with Customer Support.
Experience with Project Management.
Exposure to and use of cloud-based project management software “Wrike”.
Experience with various arc welding processes (MIG, TIG, etc.) and excellent “textbook” knowledge and understanding of welding and weld processes.
Familiar with Google Enterprises solutions (Google Sheets, Drive, Meet, Doc, etc)

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 expose a little weirdness.
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."

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