Industrial Support Specialist
2 months ago
**About the Company**
Wallace Perimeter Security is a leading provider of cutting-edge security products that safeguard people and property. We are focused on delivering superior performance to our customers with high-quality gates and security systems. As our business continues to grow, we are now seeking an **Industrial Support Specialist** to join our growing team.
**Primary Tasks and Duties**:
- Answer incoming and place outbound calls to existing customers to provide technical assistance, answer product-related questions, and offer troubleshooting solutions.
- Conduct on-site visits to customer locations for hands-on troubleshooting, installations, and maintenance of automated gates and doors, ensuring proper functionality and safety.
- Assist in the preparation, repair, and testing of gate and door components in the shop. This includes assembling and configuring hardware, diagnosing system faults, and supporting the testing process.
- Troubleshooting company products and services, enhancing the customer experience through excellent communication of situations and solutions.
- Serve as the primary point of contact for all technical inquiries related to hardware, software, or other designated client products. Provide troubleshooting and resolution support, including clarifying complex issues, suggesting solutions, and escalating if needed.
- Listen attentively to customer needs and concerns, demonstrate empathy while maximizing opportunity to build rapport with the customer. Effectively communicate technical information to non-technical customers.
- Clarify customer requirements, probe for understanding, use decision support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
- Troubleshooting electrical and mechanical circuits and components.
**Qualifications**
- 3-5 years experience in product oriented technical support.
- Construction and/or Electrical experience is considered an asset.
- Good customer service, communication and problem solving skills.
- Must be reliable and courteous.
- Effective communication skills in English, both written and verbally.
- Technical aptitude, problem solving skills and ability to prioritize multiple items at once.
- Patience in working with customers is second nature to you.
We appreciate the interest shown by all applicants, however only those being considered for an interview will be contacted.
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Profit sharing
- RRSP match
- Tuition reimbursement
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Product Oriented Technical Support: 3 years (preferred)
Work Location: In person
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