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Implementation Technician

3 months ago

Port Coquitlam, Canada Real Time Networks Inc. Full time

Real Time Networks Inc is a rapidly growing Vancouver-based company that has achieved outstanding success in the marketplace. We specialize in developing cutting-edge solutions that provide security, safety, and real-time tracking for keys and assets. Our industry-leading products, including KeyTracer key control systems and AssetTracer electronic smart lockers have solidified our position as market leaders.

Position and Scope

Reporting to the VP of Customer Delivery , this role will be responsible for installing and configuring all electronic key systems, Smart Locker systems and RFID Door Exit systems and providing training on the system and software to end users. This position also entails providing first and second level customer support within our Customer Services team during non-travel periods.

Responsibilities
  • Compiling and reviewing information required to install the system in accordance with the customer’s needs and within the system parameters.
  • Installing hardware according to manufacturer’s guidelines and specifications.
  • Performing system configuration, testing, and commissioning of RTN products, as well as providing basic training to end users and administrative staff.
  • Troubleshooting and resolving on-site deficiencies, including hardware repair/replacement as required Reconfiguring existing systems and/or perform system upgrades as required.
  • Planning and scheduling all steps for remotely installing customer equipment.
  • Leading 3rd Party Field Installation Service partners through remote customer installations.
  • Executing service calls for installation issues within warranty guidelines.
  • Preparing and providing reports as required by customers or management.
  • Establishing and maintaining timely communication with customer personnel.
  • Provide first and second level technical support for Customers and the Customer Services team.
  • Proactively develop relationships with customers during installation or support calls.
  • Collaborate with Operations, Customer Services and Product Development team to meet service and customer goals and project timelines.
What you bring
  • Experience in low-voltage electronics and troubleshooting is an asset.
  • Demonstrate solid judgement, critical thinking and problem-solving skills.
  • Detail-oriented with a focus on planning and delivery processes.
  • Proficient in professional English communication (phone, email, video) and the ability to build customer relationships.
  • Collaboratives effectively in team environment with proactive sense of urgency.
  • Maintains a high standard of quality focus and driven by a commitment to customer service.
  • Project management or planning experience an asset.
  • Prior training in WSIB, WHIMS and other safety programs would be an asset.
  • Previous experience with RFID products and technology is an asset.
Education and Experience
  • Post-Secondary education, preferably in disciplines such as computer science, electronics, or telecommunications would be an asset
  • 5+ years of product support with proven track record in troubleshooting product issues
  • Excellent verbal and written communication and customer service skills
  • Strong command of English both orally and written
  • Ability to lift 50 lbs and climb ladders

Transportation/Travel Information
  • Must have ability to travel to any US or Canada location; passport and valid driver’s license and a clean drivers abstract is required.
  • Ability to work on call and out of town when necessary, including travel across North America for installations
  • Criminal Background check will be required
Location
  • Port Coquitlam, BC. Hybrid work option available
Start Date
  • ASAP

Salary Range
  • $58K - $65K
What we offer
  • A competitive salary commensurate with experience and education
  • A compre hensive benefits program including extended medical and group insurance
  • RRSP matching and bonus eligibly after probationary period
  • Education Assistance benefits
To apply
  • In the subject line of your email, please indicate Implementation Technician (0424) and "RTN Way" in the body of the email to demonstrate your attention to detail and ensure that your application is processed correctly.
  • Only applications sent to the contact@realtimenetworks.com with a resume and cover letter will be considered.
  • Real Time Networks thanks all applicants for their interest and advises that only those selected for
    interview will be contacted. No phone calls please.

RTN is an equal opportunity employer who is committed to an inclusive and diverse workforce, equity in employment and fostering a barrier-free environment.

We strive to include perspectives from those that vary by race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team.

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