Technical Support Specialist

7 months ago

Edmonton, Canada Off Grid Trailers Full time

ABOUT OFF GRID TRAILERS

Headquartered in Edmonton, Alberta, Off Grid Trailers (“OGT”) is known for producing premium, four season teardrop camper trailers that are uncompromising in all aspects. OGT’s products are highly differentiated with exceptional designs and impressive off-road capabilities that are highly valued by our discerning customers who are serious outdoor enthusiasts in the overlanding, hunting, fishing, and camping communities. Our direct-to-consumer distribution model spans Canada and the United States.

OGT has grown by prioritizing the achievement of long-term outcomes and building teams of high-performing individuals that excel in our collaborative and dynamic operations, brand development pursuits, and family feel. We strongly believe in operating under best practices in everything we do.

POSITION **Technical Support Specialist (TSS)**

SUMMARY Are you a passionate Junior Mechanical Engineer looking to be part of an exciting industry? This role will play a vital part in ensuring the reliability and performance of our trailers. Your primary responsibilities will involve monitoring and prioritizing technical and warranty claims, providing timely and effective technical support, and serving as the primary customer contact for resolving issues. Additionally, you will work closely with production teams to identify and address integration challenges, as well as respond promptly to customer inquiries.

Your secondary responsibilities will include assisting in the development of technical documentation, participating in product testing and validation, and supporting continuous improvement efforts for our designs. This multifaceted role offers the opportunity to be involved in various aspects of mechanical engineering, from technical support to design enhancement.

RESPONSIBILITIES

**Primary Responsibilities**:

- Monitor and prioritize technical or warranty customer claims
- Weekly warranty ticket status reporting
- Provide technical support, including troubleshooting and resolving warranty issues
- Provide technical support to production teams, identify issues and ensuring smooth integration of mechanical systems
- Primary customer contact from negotiating repair services through to claim closure
- Provide initial customer response within 1 business day
- Target claim resolution within 30 days or less.

**Secondary Responsibilities**:

- Aid in the development and maintenance of technical documentation, including operator manuals and warranty information
- Assist in designing and developing mechanical systems and components using CAD software (e.g., Inventor, AutoCAD)
- Support in creating detailed drawings and specifications for manufacturing and assembly
- Collaborate with senior engineers and cross-functional teams to ensure designs meet project requirements
- Participate in product testing and validation to ensure compliance with industry standards
- Support continuous improvement efforts for designs based on feedback and testing results

QUALIFICATIONS
- Bachelor's degree in Mechanical Engineering or Diploma in Engineering Technology
- Proficiency in CAD software, such as Inventor or similar
- Basic understanding of mechanical design principles and manufacturing processes
- Strong problem-solving skills and attention to detail
- Ability to work effectively in a team environment
- Excellent communication skills to collaborate effectively with team members
- Experience with hands-on work in a design and build environment is preferred
- Strong initiative with a passion for learning and growth

STRUCTURE Competitive Salary, benefits (after probationary period)

LOCATION Edmonton, Alberta

EXPERIENCE Entry level

EMPLOYMENT TYPE Full-time

**Salary**: $50,000.00-$55,000.00 per year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- IT support: 1 year (preferred)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person

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