Tech Support Representative

Location

Concord, ON | Canada

Job description

We provide end-users (healthcare facilities, schools, universities, military, commercial buildings, etc.) with unsurpassed security and life-safety solutions and the essential support services (LEED consultation, code compliance, access control system integration, product research and selection, specification writing services, technical support, etc.) to ensure well-functioning doorway systems in the commercial building industry. This is all accomplished by combining the strengths of industry-leading door and hardware brands.

Join us! Open application for a Tech Support Representative based in Western Canada.

Job Summary

Join our talent community and apply to be our next Tech Support Representative . Experience an innovative culture that empowers you to build a career you can be proud of!

What you would do as our Tech Support Representative.

We are looking for someone who will support the business with mechanical and electromechanical products. Take a hands-on approach by answering calls, e-mail, and chat inquiries on assigned brands. Customer service aspect to provide accurate, timely and complete support to Customer’s request for assistance. This role will be based in Western Canada and will travel within the region to visit local customer sites.  

You will provide a hands-on and technical support:

• Supporting mechanical and electromechanical products
• Answer calls, e-mails and chat inquires on assigned brands.
• Provide accurate, timely and complete support to Customer’s requests for assistance by using online product information, catalogues and leveraging the factory Product Managers as required
• Trouble shoot with end user assist in resolving installation issues and proper use of product by evaluating and analyzing the symptoms.
• Troubleshooting hardware, identify site specific issues.
• Diagnose and resolve technical hardware issues.
• Use the CRM system for tracking issues and problem resolution.
• Act as a liaison between customers, quality, engineering, and manufacturing personnel.
• Maintaining prompt and effective inter and intra-team communication.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resources and follow up until the issue is resolved.
• Work closely with Operations Director and Factory Product Managers on all issues that are urgent and may affect other end users in an adverse way.
• Analyze requests for return to ensure validity.
• Use equipment in the lab to determine root cause of issues.
• Support Marketing inquiries for information.
• Provide training to sales, customer service and Customers as required.
• Visit local Customer sites with Technical Service staff as required.
• Work with Product Obsolescence team to identify and communicate product changes that require internal and external communication.
• Maintain knowledge of all changes and new products in area of responsibility.
• Understand competitive products and how our products compare and exceed ratings and specifications.
• Participate in all relevant training to increase product and industry knowledge, including factory visits.
• Participate in Monthly product updates.
• Provide support for product sales and assist customers, sales and customer service with product selection and support.

Requirements:

• Bachelor’s degree in mechanical/Manufacturing Engineering, Electronics, or related technical diploma or relevant industry experience.
• Experience in architectural industry or related field.
• Excellent problem solving and analytical skills.
• Strong verbal and written communication skills with the ability to adjust communication style to the audience as required.
• Ability to understand issues quickly and assess the best solutions in a timely and cost-effective manner and follow up until issues are completely resolved.
• Excellent Customer Service skills, utilizing empathy and understanding to show that the sense of urgency and importance is understood.
• Flexibility and ease in moving between systems and tasks on a constant basis with ease.
• The ability to act independently, take initiative, multi-task and drive tasks and issues to resolution.
• Ability to deal with a high level of confidentiality as it pertains to quality and product issues that may impact business.

Ideally you will have a strong understanding of the front-end systems and integration into systems. Familiar with mechanical and physical security. Proven ability to use catalogues, online tools, and processes to assist customers. Exposure to Hardware or other multi-product industries and ability to understand and trouble shoot multiple product lines.

We welcome and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.

Job tags

Salary