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Technical Support Lead

3 months ago

Kitchener, Ontario, Canada Dawn Staffing Solutions Canada Full time

One of our manufacturing clients in Waterloo, ON region is looking for a Technical Support Lead (G1).

Responsibilities:

  • Lead and manage the technical support team, ensuring timely and effective resolution of engineering-related issues.
  • Provide expert-level technical support to internal teams, addressing complex engineering problems and identifying root causes.
  • Develop and implement strategies to improve the efficiency and effectiveness of the technical support process.
  • Collaborate with engineering, product development, and quality assurance teams to ensure seamless communication and problem resolution.
  • Oversee the creation and maintenance of technical documentation, including troubleshooting guides and knowledge base articles.
  • Train and mentor technical support staff, fostering a culture of continuous learning and professional development.
  • Monitor and analyze support metrics, identifying trends and areas for improvement.
  • Escalate critical issues to senior management and provide recommendations for resolution.
  • Ensure compliance with all relevant safety and quality standards.

Qualifications:

  • Possession of a valid A, G1 (preferred) or B, G2 (Gas Technician Certification).
  • Valid 313A Certification (Refrigeration & Air Conditioning Mechanic).
  • Extensive HVAC experience, including work with burners, hydronic heating systems, and air conditioning.
  • Proficient in Building Management Systems (BAS), with experience in controls and automation systems.
  • Strong electrical background, including expertise in troubleshooting, electrical schematics, and diagnostic tools.
  • At least 10 years of experience in the HVAC service industry.
  • A minimum of 5 years of experience in developing training materials and educating technical professionals on advanced topics.
  • Possession of OBT1 or OBT2 (Oil Burner Technician Certification) is considered an asset.