Customer Service Technician

Montreal


The Customer Service Technician works with our distributors and their contractors as well as with the end-users to offer technical support and general troubleshooting via telephone or email. He / She participates in developing, updating and facilitating training for installers and facility operators.

Remote Technical Support (phone, email)

  • Respond and provide solutions to customer requests (distributors or contractors) by phone or email;
  • Log call in the ERP system;
  • Determine if a site visit is required;
  • Keep track of requests/issues coming into the customer service group and discuss possible solutions;
  • Dispatch calls to Field Service Technicians if necessary.

Other

  • Participate in providing certified installer training including development of material, scheduling and facilitation of sessions;
  • Participate in the continuous improvement of internal processes;
  • Participate in the development of user guides.

Spare Parts Orders

  • Enter order information in the ERP system;
  • Follow up on orders;
  • Keep customers informed of the shipping dates for their order;
  • Coordinate and follow up on the return of defective parts.

Requirements

  • Strong communication skills;
  • Good interpersonal skills;
  • Customer service oriented;
  • Able to vulgarize technical concepts;
  • General construction knowledge with a focus on plumbing, concrete and electrical;
  • Ability to read technical drawings;
  • Ability to manage time and priorities;
  • Strong problem solving abilities;
  • Ability to train others on technical aspects;
  • Positive attitude and be team oriented;
  • Computer literate.

We wish to thank all those who have applied but we will communicate only with those candidates selected for interviews.

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