Product Support Technician

1 month ago

Hamilton, Canada XCMG Canada Full time

**Join Our Growing Team as a Product Support Technician**

XCMG Canada Ltd. is thrilled to welcome a hands-on, enthusiastic, and driven individual to our dynamic and growing team in Hamilton, ON. As our new Product Support Technician, you'll be a key member of our team, someone who isn’t afraid to roll up their sleeves and get their hands dirty. _**Quite literally, on occasion change hydraulic fittings, replace summer oil with winter weight oil and crawl under a piece of equipment to diagnose the issue. **_You’ll directly contribute to the success of our expanding network of dealers and rental houses within the General Construction Industry - Heavy Equipment sector.

About the Role: Reporting to the Director of Service, you will be instrumental in building and maintaining strong relationships, providing expert support, and ensuring smooth operations in various key areas, including:

- Developing strong partnerships with dealership service and factory teams.
- Offering hands-on troubleshooting assistance and technical support.
- Collaborating closely with factory engineers and technicians.
- Creating engaging training materials.
- Leading pre-delivery inspection (PDI) processes.
- Providing training and guidance to dealership service personnel.
- Managing warranty processes and product improvement programs.
- Assisting with parts inventories and more.

You’ll have plenty of opportunities to travel to dealer and customer locations, where you'll perform training, programming, troubleshooting, and even pull wrenches to get the job done right. Your work will have a tangible impact on our client relationships and overall customer satisfaction.

What We’re Looking For: We need a highly organized, detail-oriented individual who excels at problem-solving and communication. If you’re a natural leader who’s not afraid to get your hands dirty, has a passion for creating a positive work environment, and enjoys driving continuous improvement, we’d love to hear from you

What We Offer:

- Comprehensive health coverage: 100% of your Extended Health Care Premium is covered
- Life insurance for your peace of mind
- 11 paid holidays annually to relax and recharge
- 6 Personal Days to pamper yourself - you deserve it.
- Up to $400.00 / year CSA Approved Work Boot Allowance.
- Up to $400.00 every two years Prescription Safety Glasses reimbursement.
- A competitive salary of $100,000.00 to $105,000.00 per year
- $1,000.00 a month Vehicle Allowance
- Company sponsored training.
- On-site parking for a stress-free start to your day
- A lively, fun work environment with a casual dress code— where we provide you a great looking shirt

Key Responsibilities:

- Ensure adherence to all health and safety requirements, including meetings and toolbox inspections
- Provide technical support and guidance to dealers, ensuring clear communication
- Develop and maintain a failure analysis process to assist dealers in addressing product failures
- Work closely with factory representatives to create training materials and technical documentation
- Support dealers with warranty-related guidance and ensure efficient product improvement processes

Education and Experience Requirements:

- Red Seal Heavy Duty Technician certificate or equivalent experience in the construction equipment industry
- At least 5 years of experience as a Service Technician
- Knowledge of the General Construction Industry and dealership service departments
- Post-secondary diploma or relevant technical education
- WHIMS, site orientation, and safety training are assets

Core Competencies:

- Strong commitment to safety practices and culture
- High ethical standards and compliance with regulations
- Team player with excellent customer service skills
- Willingness to learn and grow
- Knowledge of Microsoft Office Suite
- Ability to speak French is an asset
- Strong organisational and time management skills
- Flexibility to travel and work varied hours as needed

Physical Requirements:

- Monday to Friday, 8:30 am to 5:00 pm (40 hours per week)
- Ability to lift and manage up to 50 pounds

**Job Types**: Full-time, Permanent

Pay: $100,000.00-$105,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Automobile allowance
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Hamilton, ON L8H 7T5: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Tell me what this sentence is describing? Electronic Control Units (ECUs) found in today's automobiles, as well as other devices, to communicate with each other in a reliable, priority-driven fashion.

**Experience**:

- Customer service: 10 years (required)
- repairing Mobile Elevating Work Platforms: 10 years (required)

Licence/Certification:

- Heavy Duty Equipment Technician (required)

Wor

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