Technical Support Coordinator

2 months ago

Burnaby, Canada OSI Maritime Systems Full time

About Us
OSI Maritime Systems are a leading provider of integrated navigation and tactical solutions for naval and maritime security operations. We specialize in designing and delivering advanced electronic navigation systems, including Warship Electronic Chart Display and Information System (WECDIS) and Integrated Bridge Systems (IBS). OSI's technology is used by navies and coast guards worldwide to enhance situational awareness, operational efficiency, and mission effectiveness. With a global presence, we have offices here in Canada, the UK, Taiwan, Australia and Germany.
**The Role**:
The Technical Support Coordinator is a customer facing role, supporting the Technical Support Supervisor with support activities and repair tasks between external Customers and OSI support, and repair resources.
**Main Responsibilities**:

- Coordination of appropriate support resources to successfully respond to Customer questions and support requests
- Receive, record and coordinate Customer requests for information and technical support
- Generate and maintain records of customer issues and complaints and provide summary and statistical analysis to support progress reviews
- Implementing OSI’s Return Materials Authorization (RMA) process and track items returned for repair to Original Equipment Manufacturers (OEMs) when necessary.
- Provide advice to external and internal customers on the functions and processes of OSI’s repair policy
- Provide routine reports on the results of the repair process and recommendations for improving efficiency
- Monitor warranty obligations across multiple projects.
- Produce quotation inputs for RMA and replacement spares by collecting inputs and costing information from Service, Production and cost accountants for submission to Proposals.
- Gather and collate information to support KPI reporting
- Raise, record and distribute Technical Bulletins under direction of the Technical Support Supervisor
- Raise, record and distribute Obsolescence notices when directed by the Support Manager.
- May from time to time be called upon to assist with other support related activities are directed by the Technical Support Supervisor or Support Manager.

You Bring
- Engineering Diploma with a minimum of three years working in Customer Service environment (e.g. help desk support, maintenance planning) which ideally includes systems, hardware, warranty management and software environments as well as the military/defense sector;
- Process oriented
- Excellent written and verbal communication
- Some maintenance or repair experience is an asset
- Previous PC repair and maintenance would be an asset.
- Previous Software development experience would be an asset

Why OSI?
At OSI, we invest in your growth with professional development support—funding, time, and opportunities to advance your career. We're a dynamic, change-driven company that values new ideas and continuous improvement.
We embrace diversity and foster an inclusive culture because it makes us stronger.
**Our benefits include**:

- Extended healthcare & dental
- Group Retirement Savings Plan
- Emergency Travel Assistance
- Employee & Family Assistance Program
- Flexible working options

If you need accommodations during the hiring process, please contact Talent Acquisition.

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