Technical Support

2 weeks ago

Calgary, Canada MAGTEC Products, Inc. Full time

Headquartered in southeast Calgary, MAGTEC is a leader specializing in the development and manufacturing of innovative safety and security technology, focusing on vehicle control systems for all classes of commercial fleet vehicles. MAGTEC employs approximately 20 people in its offices in Canada and the United States.

**Scope**

Technical Support provides product, service and software support for customers and end-users as well as MAGTEC certified technicians. This position also participates in the creation of customer and end-user documentation, training programs and materials and assists the Sales, Marketing and Business Development groups in providing product and service information to prospective customers and partners.

**Key Responsibilities**
- Must be able to practice and follow best methods and methodologies for the following:_
- Field all incoming service and support calls in a friendly and professional manner
- Diagnose and troubleshoot problems with MAGTEC devices in vehicles
- Assist users in the use of MAGTEC’s MCC Software
- Coordinate with Certified Technicians to install MAGTEC devices in vehicles
- Identify and correct data communication issues
- Monitor customer alerts and events as required and respond appropriately according to Service Level Agreements and internal requirements
- Escalate and communicate any issues, as requested by customers, according to MAGTEC protocols
- Maintain programs for warranty and repair of MAGTEC products
- Provide support for billing of data services, on-site installation and repair work, training programs and other chargeable programs
- Open and close service and support tickets and provide detailed documentation and customer information in support of the tickets
- Create and communicate complete information and support documentation for work-around, fixes, enhancements, product operation, data management and communication issues
- Work in a team environment on large installation projects to complete in a timely manner the distribution, provisioning, troubleshooting, system optimization, device configuration and end-to-end testing
- Provide written documentation on all systems, installations, configurations, activations and troubleshooting procedures
- Support sales, field technical and system integration staff with all necessary information to enable systems and equipment to be configured, optimized, activated, and integrated
- Support production with loading of SIM cards and provisioning of modems/cameras

**Qualifications & Skills**
- Expert skill level in creating and formatting customer facing documents in a highly professional and consistent manner
- Familiarity with standard reporting methodologies and software development practices
- Experience with vehicle diagnostics and vehicle systems
- Experience of 2+ years in a technical support or customer service capacity
- Self-motivation and an ability to work independently
- Customer service orientation with a high degree of technical aptitude
- Desire and capability to learn technical concepts quickly and effectively
- Ability to present concepts, solutions, and technical information in a highly professional manner
- Willingness and ability to work after normal business hours with on-call duties
- Ability to work alone and be able to evaluate the work completed to assure its quality
- Ability to work in a safe and effective manner, always keeping work area clean
- Ability to communicate extremely effectively, both in writing and orally
- Degree in the sciences or several years’ equivalent technical experience in vehicle systems, communications, and/or customer support preferred
- History and clear understanding of support methodologies, service programs, fleet management concepts, GPS tracking, and vehicle systems
- Commitment to the maintenance and demonstration of a high standard of professionalism at all times

**Salary**: $66,000.00-$82,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Monday to Friday
- On call
- Weekend availability

Work Location: One location

Application deadline: 2023-03-15

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