Customer Technical Support Specialist

3 weeks ago

Richmond, Canada Saltworks Technologies Full time

Located in **Richmond, BC**, we offer meaningful and exciting work in a collaborative environment, driven by innovation and problem-solving. We strongly value a positive attitude, hard work, smarts, and commitment to see things through.

**The role**:
We are seeking a **Customer Technical Support Specialist **with a strong acumen in technical triage and delegation, paired with a degree/diploma in Chemistry or Chemical or Integrated Engineering. This role requires 1 to 2 years of post-graduate working experience in customer technical support within the industrial machinery or systems domain.

Working at Saltworks, you will collaborate with engineering teams, project managers, and senior leaders who are keen on sharing their knowledge and expertise, setting you up for a learning-rich journey. This hands-on role will sharpen your skills in Process, Controls, Mechanical Engineering, and industrial system operations.

**Your key responsibilities will be**:

- Serving as the first point of contact for customer technical queries. This involves managing customer communication with utmost efficiency, ensuring issues are addressed promptly and customer satisfaction is maintained.
- Managing the customer query from start to finish. This involves conducting effective triage of issues, gauging their urgency, and either:

- Performing remote technical support through troubleshooting, diagnosing, and resolving the issue yourself; or
- Routing the issue to the relevant engineering or project teams, obtaining a resolution, and delivering the solution to the customer.
- Creating, revising, and upholding detailed support documentation, guidelines, and procedures for customer and internal use.
- Collaborating across engineering and project management divisions to establish solutions for complex technical challenges.
- Maintaining comprehensive knowledge of our product offerings to provide authoritative support and guidance to our clients.
- Bringing forward design feedback, driving continuous improvement, and innovation within our engineering teams.

**You will be a great fit if you have**:

- A Chemistry degree or a Chemical or Integrated Engineering degree or diploma.
- 1 to 2 years of post-graduate experience with a proven track record of technical support proficiency and triage in a fast-paced industrial environment.
- Hands-on experience with system diagnostics, including hydrostatic, mechanical, electrical, and process control commissioning or field work.
- Familiarity with industrial safety standards pertaining to mechanically and electrically energized systems.
- Exceptional analytical and critical thinking abilities, with a strong orientation toward safety and risk management.
- Excellent communication skills and the capacity to work effectively with diverse teams and customers.

**This position also requires these universal skill sets**:

- Excellent verbal and written communication skills in English.
- The ability to organize, prioritize, and maintain a high quality of work, while quickly learning new skills.
- Impeccable attention to detail and a sense of urgency in completing customers’ inquiries on time.
- The ability to work well in a team-focused environment.
- A strong commitment to delivering high quality work, while meeting deadlines.
- Positive attitude, can-do approach, and willingness to roll up your sleeves and pitch in as required.
- Hands-on troubleshooting skills (not essential, yet beneficial).

**Why join Saltworks?**

We have an outstanding team that is passionate about innovation and solving key environmental challenges facing our planet.

Join a team pioneering the future of water Some of our customers include world-leading electric vehicle makers, manufacturers, semiconductor firms, mining companies, agriculture firms, and more

We offer:

- A collaborative and rewarding work environment.
- A diverse and inclusive team that has been key to our success.
- A competitive compensation package that includes the following benefits:

- Medical
- Dental
- Vision
- RRSP matching
- Life Insurance
- AD&D coverage
- Education allowance
- A culture that supports safety, innovation, learning, and teamwork.
- Fun social activities and company events.

**How to Apply**:
If you would like to be a part of a globally recognized team, please submit your resume (cover letters are not required).
- Kindly, no recruiters._

INDS

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