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Customer Support and Repair Technician

4 months ago

Kitchener, Canada InkSmith Full time

We’re looking for a full-time **Customer Support & Repair Technician** to help our growing businesses provide excellent service to our customers across Canada on their 3D printers, laser cutters, robotics kits and a growing variety of maker tools and consumables.

Our company operates three brands that serve customers in education, industrial shops, home-based businesses and hobbyists.

**InkSmith**:

- 3D printers, laser cutters and robotics kits for education systems across Canada

**Filaments.ca**:

- 3D printers (FDM and SLA), laser cutters, vinyl cutters and more to come for primarily hobbyists, industrial shops and home businesses.

**Forward Education** - robotics and coding kits for K-12 school districts primarily in North America, with some sales in Europe, Asia and Australia.

This role will be hybrid, with some repairs needing to be performed either on-site with customers (across Southern Ontario) or at our offices in Kitchener at 490 Mill Street.

Resolution of customer challenges include on-site and remote process coaching, hardware repair, software guidance, and overall teaching best practices.

**Role & Responsibilities**
- Provide excellent customer service and a customer-first attitude.
- You’ll clarify the customer complaints, determine the cause, select, and explain the best solution, then follow-up to make sure the issue is resolved.
- Diagnosis, maintenance, repair, and general support of InkSmith products (specifically 3D Printers and Laser Cutters), both onsite and offsite.
- Participate in writing excellent help documentation—both for internal use and for our customers.
- Participate in creating help videos to guide customers on how to complete a task and complement help documentation.
- Log tickets with the development team and escalate appropriately based on the impact of the issue.
- Collaborate with logistics of incoming and outgoing service products in conjunction with shipping/fulfillment team.
- Ensure ongoing functionality of all equipment

**Qualifications & Education Requirements**
- 1-3 years of technology support experience
- 1-3 years of laser, 3D printer, or microcontroller experience
- Ability to provide remote end user support
- Excellent diagnostic and troubleshooting/problem solving skills with the ability to evaluate complex issues and develop actionable plans
- Excellent communication skills. Ability to communicate effectively with users at all levels of the organization
- Highly organized and process oriented. A high attention to detail and proven ability to manage multiple competing priorities simultaneously. You can manage and prioritize several different projects.
- Requires travel to various sites. A full G license is required and periodically travel to locations in Southern Ontario.
- You can translate technical ideas for non-technical audiences.
- Demonstrable critical thinking, communication, and creative problem-solving skills.
- Ability to learn new software platforms quickly.
- Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
- A passion for 3D Printer, Laser Cutting, and Robotics is a bonus
- **We are looking to hire this position immediately.**_

We look forward to hearing from you

Pay: From $22.63 per hour

Expected hours: No more than 40 per week

**Benefits**:

- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Kitchener, ON N2G 2Y6: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Equipment repair: 1 year (required)

**Language**:

- English (required)

Licence/Certification:

- Class G Licence (required)

Work Location: Hybrid remote in Kitchener, ON N2G 2Y6