Technical Support Specialist

1 week ago

Oakville, Ontario, Canada Veolia Water Technologies & Solutions Full time

Job Description

Primary Function:

  • Properly manage all incoming issues and related documentation. Update/Create/Manage "Customer Technical Support" cases.
  • Open warranty claims and track until resolved. Drive all open cases to resolution.
  • Communicate with fellow Technical Support team, engineering, process & controls groups to ensure issues are recorded and understood to allow uninterrupted customer service.
  • Highlight chronic issues in product to Product Managers and engineering personnel.
  • Provide training facilitation to both internal & external customers as a subject matter expert with specific product focus on P&D/SUEZ(Ozonia, Aquaray UV, Clarifiers, DAF's, MBBR etc...) product lines.

Specific Responsibilities:

  • The Representative will be self-motivated, quick to deliver and a team player and must be able to demonstrate a dedication to safety and effective problem-solving skills and must be an accomplished communicator.
  • Work closely with Product Management to understand the root cause of the failure, communicate and report on progress with the customer, update Customer Technical Support Cases (CTS) and ensure the technical closure of the case is recorded & validated with the customer.
  • Organize and drive feedback to engineering and senior management for sustained product and project delivery improvement. Communicate with fellow Technical Support team members, process & controls groups to ensure cases are recorded and understood to allow uninterrupted customer service.
  • Lead the resolution of customer complaints and issues throughout a project lifecycle. Investigate and report cases in the CTS application. Facilitate client issue resolution and participate in RCA (Root Cause Analysis) teams to identify & resolve systemic issues across the business.
  • Communicate directly with client to gain information, schedule onsite work and address issues.
  • Active participation in Large Issue review meetings, responsible for the project to be completed on budget through tracking all project costs when leading complicated solutions to large issues.
  • Develop and maintain an in-depth knowledge of all Veolia WTS and service offerings specific to P&D/Heritage SUEZ and related products.
  • Function in this role with a high order of integrity and compliance with the Veolia WTS guidelines and Environmental Health & Safety guidelines.
  • Occasional travel to customer sites for issue investigation will be required.
  • Be able to trouble shoot and repair Mechanical and Electrical components typically found in water treatment plant (pumps, blowers, valves etc...) via the phone with an operator or at a plant site.
  • Have working knowledge of PLC controls and basic abilities to modify and read PLC logic.
  • Be able to read and understand Process Flow Diagrams (PFD's), Process and Instrument Drawings (P&ID's), Electrical Drawings, Control Logic Summary Charts
  • (CLSC) and Operating Sequence Charts (OSC).

Qualifications

Minimum Qualifications:

  • Ability to multitask on several concurrent projects.
  • 5 years' experience with Veolia WTS systems or equivalent industry experience.
  • 5 years of client relationship management experience.
  • Ability to effectively present ideas and information through the spoken and written word.

Desired Qualifications:

  • Relevant field experience working on Veolia WTS products.
  • Background in Root Cause Analysis (RCA) tools.
  • Bachelor's Degree or College Diploma with a minimum of 5 years of experience in Water Treatment field.
  • Strong focus on customer relationships (both external and internal customers).
  • Understands balance between customer and Veolia teams.
  • Knowledge of and/or demonstrated ability to learn new equipment and processes related to Veolia WTS products and systems including but not limited to RO/ED, UF/MBR, Ion Exchange, P&D (purification & disinfection), ADT and Thermal technologies.
  • Demonstrated ability to work independently.

Additional Information

All your information will be kept confidential according to EEO guidelines.

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.


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