Machine Technician - North American Service Delivery Group

Company Description

Canadian Bank Note Company (CBN) is a trusted leader in secure technology solutions for governments and businesses worldwide. The company operates across various business domains, including currency production, border security, civil identity, driver identification and vehicle information, excise control, lottery and charitable gaming.

Our 7 Core Principles shape and guide our corporate behaviours and underpin the sense of community you will experience at CBN. We pride ourselves on fostering a supportive and collaborative work environment, where employees are valued for their contributions and encouraged to grow professionally.

At CBN we seek long-term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry-leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees;
• Best-in-class health, medical, and life insurance benefits;
• Access to virtual and telehealth services and apps; and
• Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family.

Job Description

Internal Job Title: Machine Technician

Job Type: Permanent, Full time

Location: Surrey, British Columbia

Work Model: On-site 

Position Summary 

As a Machine Technician in our North American Service Delivery group, you will be responsible for ensuring the continuing operation of CBN equipment that produces high-security printed products for our customer. We are looking for a proactive and detail-oriented professional to manage client issues and operational problems submitted through our ticketing system. The ideal candidate will be responsible for ensuring operational efficiency, timely resolution of issues, and maintaining client satisfaction.

Responsibilities

Customer Support and Issue Resolution

• Monitor and maintain CBN equipment located at customer sites and perform basic hardware repair and maintenance on workstations, high-speed and desktop automated laser engravers, printers, laminators, power supplies, battery back-up, batteries, and other hardware as required.
• Triage customer issues and perform 1st level support for hardware, software, and basic networking problems. Ensure that all issues are addressed, escalated (if needed), and resolved within the parameters of CBN’s contractual Service Level Agreement.
• Liaise with the Regional Service Manager to ensure timely and efficient service delivery.

Specialist Knowledge and Documentation

• Become a subject matter expert (SME) on our security printing solutions and associated equipment and machinery.
• Once you have acquired the skills and knowledge that will allow you to travel independently to customer sites to plan, perform, and troubleshoot hardware and software installations, create documentation that will grow the existing knowledge base.

Qualifications

Knowledge

• Diploma or Degree in Electrical or Mechanical Engineering/Technology, or an equivalent combination of relevant education and work experience.
• Knowledge of the following:
  • Mechanical systems (gears, bearing, pneumatics)
  • Electrical systems (voltage, amperage, resistance, circuits, wiring)
  • Diagnostic tools and methodology

Soft Skills and Competencies

• Critical thinking skills
  • Analysis, problem solving
• Interpersonal skills
  • Communication, relationship building, teamwork and collaboration
• Organization/time management/prioritization skills

Experience

• 2+ years of experience providing hands-on technical support/troubleshooting
• Experience in a client-facing environment

Technical Environment

• Hardware and equipment - printers, laser engravers, electro-mechanical machinery, etc.
• Software - Microsoft 365 Copilot (Outlook, Word, Excel, Teams, SharePoint, etc.)
• Basic fundamentals of networking is an asset

Mandatory Requirements 

• Language: Fluency in English (reading, writing, speaking)
• Physical Demands: Ability to stand for prolonged periods (machine repairs and maintenance)
• Hours: Ability to work outside of normal business hours (Some on-call/after-hours work/travel occasionally required for repairs.
• Travel: Ability to travel domestically and internationally for initial training (passport required)
  • Domestic travel within Canada as per below:
    • Travel to local customer sites (lower mainland) approx. 1-3x/week
    • Travel (fly) to remote sites within Canada, approximately 2-3 days/every couple of months (dependent on operational needs)
• Security Clearance: Ability to obtain (in a reasonable timeframe) and maintain Government of Canada Secret (Level II) clearance.

Additional Information

CBN designs and develops industry leading solutions for the following domains: Border Security, Civil Identity, Driver Identification and Vehicle Information, Currency and Excise Control, and Lottery and Charitable Gaming. To learn more, visit www.cbnco.com.

As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people. Canadian Bank Note Company Limited is committed to developing inclusive, barrier-free selection processes and work environments.  

If contacted regarding this competition, please advise the interview coordinator of any accommodation measures you may require.