KPM Analytics Technical SupportEngineer, North America is part of a highly skilled customer facing team providing technical support to KPM customers in the food & beverage, agricultural, clinical, and industrial markets. This position is critical in providing best of class customer support through installation & training, calibration, maintenance and upgrading our vision equipment. Position provides both in-field and phone support to customers. 


North America

Duties and Responsibilities

  • Serve as primary contact with KPM customers for remote troubleshooting, requires effective communication skills. 
  • Integrating with both Sightline and EyePro brands, manage Salesforce cases related to all Vision Inspection Systems products. 
  • Provide technical direction and support to customers on proper use of Inspection Systems products through multiple communication channels (phone, email, chat, etc.) 
  • Provide on-site support to clients in need of calibration and system setup. 
  • Maintain professional interaction with customers while working on critical issues. 
  • Ensure all technical issues are documented and solutions implemented through following established policies and procedures. 
  • Manage all customer and case information in Salesforce, maintaining adequate support documentation as required. 
  • Pre-sales support for Vision Inspection Systems using demo equipment. 
  • Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification. 
  • Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources. 
  • Consult with other departmental and managerial personnel; improve customer service quality results by studying, evaluating, and redesigning processes.


  • 2+ years of experience in a customer support, technical support role or equivalent 


  • BS, Mechanical or Mechatronics Engineering, Computer Science degrees will be considered. 

Traits/Skills required

  • Develop and nurture strong relationships with KPM customers. 
  • Rapid learning and application of latest information. 
  • Approach complex tasks and problems by breaking them down, systematically compare multiple alternatives and be able to notice discrepancies and inconsistencies in available information. 
  • Ability to multi-task, under pressure with minimal supervision. 
  • Comfortable with mechanical and electrical equipment 
  • Strong troubleshooting and critical thinking skills 
  • Make decisions and good judgments of special situations. 
  • Great organizational skills. 
  • Excellent verbal and written communication skills 
  • Ability to plan and execute travel/customer schedules. 
  • Knowledge of principles and processes for providing high-quality customer service. 
  • Word, Excel, PowerPoint proficiency. 
  • Fluency in English necessary; Multi-lingual is a plus. 
  • 30% travel expected, primarily within North America 
  • Valid passport and ability to travel internationally. 
  • Experience with vision or optical components is a plus. 

Work Environment

Location: Ottawa, Canada 

  • Position located at the Sightline facility in Ottawa, Canada 
  • Onsite activities will be in bakeries and other food processing facilities where personal protective equipment (PPE) will be required. 
  • While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation. 
  • Specific vision abilities required by this job include vision requirements. 
  • Ability to lift/carry 30 kilos. 
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Technical Support Engineer (North America)

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