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Technical Support Analyst

3 months ago

London, Canada Airia Brands Full time

**Technical Support Analyst**
Full-time, Permanent
- **The Technical Support **_Analyst is to provide prompt, courteous and knowledgeable telephone technical assistance and troubleshooting to customers._

**Essential Duties and Responsibilities**:

- Follow up and make scheduled call backs to Contractors, Sales Team, and Wholesalers where necessary
- Maintain professional relationships with Contractors, Sales Team, and Wholesaler
- Ability to read diagrams, specifications sheets and, schematics
- Keeping up with the latest market conditions, products, building code changes, heating, ventilation, and air conditioning equipment
- Document and keep organized and updated reports on Return Merchandise Authorization (RMA) procedures including inspection and testing of returned merchandise
- Test, inspect and troubleshoot returned merchandise to identify malfunctions for potential credits
- Work closely with Engineering team to report on malfunction trends and determine issues by evaluating and analyzing symptoms
- Assist the Engineering and Marketing Teams with writing of manuals, spec sheets and brochures to ensure written literature is current and up to date
- Organize ideas and communicate oral and written messages to appropriate team members
- Demonstrate ability to communicate verbally and in writing within a moderate to fast paced environment
- Demonstrate excellent organizational skills, accustomed to utilizing various mediums and software to complete tasks within a timely manner
- Computer literacy and knowledge. Must be familiar with various internet-based platforms such as Google Drive, Microsoft Excel, and Outlook
- Ability to take direction and work with a mínimal amount of supervision

**Qualifications and Experience**:

- Inherent cost/price structures, acquired through several months of on-the-job training
- Three or more years of relevant practical experience in ventilators and building technology
- Knowledge of company equipment, warranties and quoting pricing of replacement parts
- Learning ability to acquire technical expertise regarding installation and operation
- Numerical ability to make mathematical computations quickly and accurately for orders and estimates
- Clerical perception to see pertinent detail in reference materials such as catalogues, manuals, and specifications
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
- Working knowledge of computer systems and Microsoft Office
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
- Excellent customer service skills, communication skills, both oral and written
- Possess tact and judgement in dealing with difficult and demanding customers

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Morning shift

Work Location: In person