Field Service Specialist (Account Manager)

Collaboration drives Nordson’s success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

Nordson Adhesive Dispensing Systems (ADS) sets the global standard in hot melt machines and dispensing, coating, and laminating systems. Manufacturers rely on our equipment for packaging, product assembly and surface treatment applications. With a leading services and support network, we help our customers worldwide increase manufacturing efficiencies and produce the highest quality products.

Technical Field Representative: Southwestern Ontario

Job Summary

The Account Manager’s primary role is onsite technical service to troubleshoot and repair Nordson Adhesive Dispensing Equipment. The Account Manager also works closely with an assigned Application Specialist (Sales Representative) to support the sales of new Adhesive Dispensing Equipment and parts within the assigned territory.

The territory for this position is all of Canada.

Essential Job Duties and Responsibilities

• Provide on-site technical support directly to customers of Nordson Adhesive Dispensing Systems.
• Support may be in the form of start-up assistance, preventative maintenance, troubleshooting, repair, and training.
• Upsell customers on new technologies to improve their operations and efficiency.  
• Create and provide spare part quotations to customers.
• Work with the Customer Service Team to resolve any parts delivery delays, parts expedite requests, warranty parts order, returns, etc. 
• Prepare and promptly submit all administrative and technical reports using SAP C4C.  
• Performing onsite inspections of customers’ existing equipment and then promote/sell parts and service to improve the customers operation. Also uploads customer install base data information in our database via SAP C4C.
• In coordination with the Application Specialist, meet or exceed yearly assigned sales budget for the assigned territory.
• Communicate with Application Specialist, Inside Sales, and Customer Service to maximize sales opportunities of Nordson Adhesive systems and parts to customers within the assigned territory.
• Advises Regional Sales Manager of new markets, changes in existing markets, competitor activities (prices and product changes), and need for new or redesigned products and applications.
• Advises Regional Sales Manager of all field trials or installation requirements that need assistance from other Nordson Resources (Application Engineering, Field Specialists, etc).  
• Follows all Nordson policies & procedures.
• Maintain personal appearance, tools, company laptop, company cell phone, and company vehicle in line with corporate image.
• Perform other duties as assigned.

Education and Experience Requirements

• College Diploma in a Technical Program or equivalent.
• 3 or more years of industrial field service-related experience.

Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong mechanical and electrical knowledge/understanding.  
• Comfortable and familiar with using common tools and equipment (i.e. Multi-Meter).
• Good knowledge of pneumatic & hydraulic systems/components.
• Ability to read and understand manuals, parts lists, component drawings, dimensional drawings, hydraulic & pneumatic schematics, electrical schematics, and wiring diagrams.
• Comfortable working onsite with tools to assist customers.
• Comfortable with upselling customers on new products and technologies.  
• Effective oral and written communication skills.
• Willingness to learn & understand new equipment, technologies, and processes.
• Home office space.
• Good computer knowledge: MS Office, MS Teams, etc.

Working Conditions

Working conditions will vary based on the location and nature of the customer.  Working conditions are those typical to light and heavy industrial settings and will include moderate to high noise levels and temperature extremes.

Physical Demands

While performing assigned duties, the Account Manager is regularly required to stand for an extended amount of time, walk, climb steps, cross roller conveyors, and reach with hands and arms while wearing personal protective apparel required for the manufacturing location. The Account Manager must carry the required tools needed to complete the task.  An Account Manager must be able to lift and move up to 50 pounds.  Specific vision abilities required by this job include close vision, the ability to adjust focus, and depth perception. 

Travel Required

75% daily travel within assigned geographic territory with the potential of 1 to 2 overnight stays per month

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