Product Support Technician

4 months ago

Hamilton, Canada XCMG Canada Full time

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

XCMG Canada Ltd. is excited to welcome an enthusiastic and driven individual to our dynamic and expanding team in Hamilton, ON. As the **Product Support Technician**, you will be an essential part of our team, contributing to the success of our growing 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 play a vital role in building and maintaining strong relationships, providing expert support, and ensuring smooth operations across various areas, including:

- Developing strong partnerships with dealership service and factory teams
- Offering troubleshooting assistance and technical support
- Collaborating with factory engineers and technicians
- Creating engaging training materials
- Leading the 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 the opportunity to travel to dealer and customer locations, where you’ll perform training, programming, and troubleshooting, making a meaningful impact on our client relationships and overall customer satisfaction.

**What We’re Looking For**: We are seeking a highly organized, detail-oriented individual who excels at problem-solving and communication. If you’re a natural leader with a passion for fostering a positive work environment and 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
- A competitive salary of $100,000.00 to $105,000.00 per year
- On-site parking for a stress-free start to your day
- A lively, fun work environment with a casual dress code—come as you are

**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)

**Experience**:

- repairing construction equipment: 5 years (required)
- Customer service: 10 years (required)

**Language**:

- French (preferred)

Licence/Certification:

- Heavy Duty Technician Ticket (preferred)

Work Location: In person

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