Service Representative Technical Support Oem
3 weeks ago
As a Heavy Equipment Technical Advisor, you will be required to take calls to troubleshoot, guide and resolve issues with dealer technicians/mechanics to minimize downtime of machines. Maintain communication with internal management, engineering, and manufacturing employees daily.
**Day shift**: 5 x 8-hour shifts; Monday to Friday
Interested in joining the dynamic Tigercat Team? Learn more about our role below
Tigercat Industries is a proud, privately owned Canadian company since 1992. We specialize in the design and manufacture of premium quality forestry and off-road industrial equipment. Our valued employees are the roots of our success We have multiple locations in Southwestern Ontario, and approximately 2000+ employees.
Having training and experience are key, but at Tigercat Industries, we believe that it’s what you DO with what you have that counts. Our people are empowered to put their training, experience, and expertise into action.
View our product line-up here and check out our machines in action on Tigercat TV
**Department**: Service Reports to: Service Manager
**Responsibilities may include**:
- Provide technical assistance in assisting Dealer technicians with troubleshooting and diagnosing hydraulic, electrical, mechanical and diesel engines system issues.
- Prepare case reports and document oral and written communications.
- Participate in root cause analysis and implement effective corrective action.
- Implement root cause analysis and effective corrective action.
- Work with engineering, manufacturing, and purchasing departments to improve quality of Tigercat products.
- Solicit and analyze feedback from customers and dealers and evaluate results to identify trends and opportunities for improvement.
- Consolidate and record service history and case reports.
**Skills and Experience**:
- Strong understanding of Hydraulic, Electrical, Mechanical and Diesel Systems, and able to troubleshoot and problem solve effectively and efficiently.
- Preferred training such as: Heavy Duty Equipment Technician, Diesel Mechanic / Truck and Coach Technician, Heavy-Duty Equipment Mechanic, or Motive Power Technician.
- Comprehensive understanding of drawings and specifications, geometric tolerances, and dimensions.
- Post-Secondary diploma/degree or equivalent education and experience.
- Proven customer service experience.
- Excellent personal and communication skills, both written and verbal.
- Proficient in Microsoft Office programs.
- Strong organizational skills, planning and time management skills.
- Must be adaptable to a changing work environment, competing demands and able to deal with frequent change, delays or unexpected events and manage multiple projects simultaneously.
- Bilingual is a strong asset (French, Spanish, Portuguese, Russian, Italian).
- Demonstrated ability to use initiative, work efficiently and independently.
- Valid Passport and ability to travel - worldwide and on short notice.
**Key Relationships**:
- Service Manager
- Service Director, Parts Manager, Rebuild Supervisor
- Managers of Engineering Product Groups, Manufacturing
- Internal Service and Warranty group
- External Sales, Engineering and Field Product Support group
**What We Can Offer You**:
- Progressive health and safety program
- Interesting and challenging work and projects
- Opportunity to see and be involved with our products from start to finish
- Competitive Wages and Profit Sharing
- Dedicated shift and no mandatory overtime
- Generous shift premiums; $3.00 per hour for afternoons
- RRSP Matching Program
- Skills development and training reimbursement
- Family oriented (BBQ’s, picnics as well as social and sporting events)
- Company paid healthcare benefits and Employee and Family Assistance Program (EAP)
Only those selected for interviews will be contacted.
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