Senior Field Service Representative

Kraken Robotics Inc.•Mount Pearl, NL

61d•Hybrid

About The Position

Kraken Robotics is currently recruiting for a Senior Field Service Representative at our office in Mount Pearl, NL. The Senior Field Service Representative, reporting to the Service Manager, will build comprehensive knowledge across Krakens’ product line to provide support in the operation, maintenance and repair of Kraken products. This will be a Hybrid position split between office/workshop responsibilities and Field Service engagements. Approximately 50% Field based/50% office based including a mix of Offshore & Nearshore Field Service engagements.

Requirements

Degree or Diploma in a relevant field such as Underwater Vehicles, Engineering Technology or similar
Minimum 8 years experience working in relevant roles in marine technology industry or defense with a focus on the operation, maintenance, troubleshooting and repair of subsea system and supporting components
Strong interpersonal skills – experience in Customer facing roles
Strong aptitude and experience with networking concepts, communications protocols and software architectures
Strong aptitude and experience with electronic, hydraulic, fiber-optic and mechanical systems
Ability to produce electronic, electrical and mechanical drawings and provide markups when required.
Experience in use and maintenance of electronic test equipment and hand tools
Strong written and oral communications skills (technical reporting and engineering documentation)
Strong analytical, problem-solving and troubleshooting skills
Familiarity with offshore and workshop safety practices and approach all situations with focus on personal and workplace safety
Must be able to work independently, as well as lead teams on field deployments
High degree of organization, with the ability to independently prioritize tasks
Must possess or be able to obtain relevant offshore and industrial safety certifications

Responsibilities

Field Service Calls - Leading field teams in the execution of field support engagements, both scheduled planned maintenance activities and corrective unplanned
Product Demonstrations - execution of product demonstrations, including internal initiatives and customer-led demonstrations such as Naval exercises. Includes installation, operation and maintenance of equipment, execution of mission objectives, reporting.
Operations Support – supporting Customers and Kraken Service Business lines as Onsite/Onboard Subject Matter Expert (SME) in the Operation, troubleshooting and maintenance/repair of Kraken products.
Customer Deliveries, System Integrations & Sea Acceptance Testing – System installations, commissioning/Set-to-work activities, Sea Acceptance Testing, Customer Onboarding & Training
Training Delivery – become a Kraken Certified Trainer, deliver theoretical and hands-on training to Customers and internal users.
Identifying customer requirements and upsell/cross-sell opportunities to advise Business Development Team
Reporting – generating Daily Progress Reports, Work Service Reports, preparing and delivering Brief/Debrief presentations
Return Merchandise Authorizations (RMA) – workshop-based Diagnostics, Service/Repair, Testing & Reporting
Remote Customer Support - providing technical expertise to customers including operational support, troubleshooting, and field service/repair; Will include combination of remote (office/WFH based) and in-field support
Asset Management – conducting pre/post deployment maintenance on Kraken-owned assets; Pre-job kit preparations including tool loadouts and shipment packing support
Integrated Logistics Support – providing technical inputs to support development and continual update of ILS material for Kraken products
Assisting Project Managers with the development of Scopes of Work, Project Execution Plans, Mobilization Plans, Resource & Equipment requirements for field activities
Providing technical inputs to assist in development of product maintenance schedules and tasks
Training Material Continual Updating - development and technical review of training materials; Delivery of training courses as an instructor both onsite at Kraken facilities and offsite at customer locations.
Technical Writing Support - assist with development and conduct technical review on product documents such as manuals and work instructions.