Desktop Support Technician

2 weeks ago


Waterloo, Canada Navitas Vehicle Systems Full time

**About us**
- **Navitas Vehicle Systems Ltd. is a leading designer and Manufacturer of Electric Drive Systems & Multi-Purpose Platforms for LSV Market (Low Speed Vehicles), Material Handling and Outdoor Power Equipment Markets. Our Products include DC & AC Drive Systems utilizing CAN & Bluetooth Communications for Advanced Control & Performance.**_
- **Located in Waterloo, Ontario, Canada, our Canadian Manufactured Drive Systems are Installed by OEMs and Globally Marketed Through Leading Distributors.**_

Our team is looking for someone who strives for continuous self-improvement where learning on their own is second nature. Someone with a positive attitude who can build relationships with customers and with our team

You haveexperience in service delivery and end user hardware and software configuration troubleshooting providing quality services to the end users which includes the following key roles and responsibilities, but not limited to:

- Over the phone, resolve technical support issues
- Take ownership of incidents/requests from start until resolution
- Analyze, document, and escalate critical issues to appropriate support groups
- Manage the call queues and ensure calls are resolved and close
- Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help Navitas Vehicle Systems Ltd customers
- Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue escalation
- Identify the root cause of issues to drive a fix by collaborating with the engineering team
- Timely follow up on the status of tickets with all customers
- Communicate with various stakeholders including product, engineering, and customer success teams as required
- Identify and escalate priority issues that need immediate attention
- Represent the company for their customers, and advocate for their customers within the company
- Maintains relevant technical documentation when changes are implemented.

**Qualifications & Skills**
- Holds diploma in Electronics Engineering Technician or equivalent practical experience/knowledge
- Strong Mechanical Aptitude
- Excellent English oral communication skills that allow you to explain complex processes to less technical customers/end users
- Knowledge of recording and organizing the solutions log for future use or to help other technical support workers
- Ability to read schematics
- Knowledge of wiring
- Knowledge of Electric Motor Controllers & Control Systems
- Strong Problem-Solving Abilities
- Demonstrated evidence of sound interpersonal skills with a positive customer-oriented attitude
- Advanced Troubleshooting capabilities
- Team player
- Ability to identify & prioritize customer issues while effectively handling multiple challenge
- Experience with remote software support & troubleshooting issues
- Demonstrated technical skills or ability to quickly learn technologies
- Ability to work independently with mínimal supervision
- Knowledge and experience with golf cart mechanics/electronics an asset

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

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Waterloo, ON N2L 6A7: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What are your salary expectations?
- Do you have fluent technical english?

**Experience**:

- Technical support: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

Application deadline: 2023-08-11



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