Technical Support Specialist

1 day ago

Delta, Canada CMP Group Ltd. Full time

Technical Support Specialist - In office position

CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Technical/ Product Support Specialist to join the Delta location/team on a full-time permanent basis. The Technical/Product Support Specialist reports to the Corporate Customer Service Manager and will provide exceptional customer experience, product/services information, act as a liaison and resolve problems with technical support questions, returns on failed product and warranty issues. Also, the Product Support Specialist will prepare and provide RGA’s to customers and follow up on open claims and returns for inspection, issue replacement part(s) orders, log failure instances and report to quality, engineering and management teams to collaborate on continuous improvement.
Our commitment to our employees is reflected in our progressive culture, lifestyle-enhancing vacation entitlements, flexible work schedules and attitudes, leading-edge and highly accessible professional development programs, and more.

**Benefits**:

- Extended Benefits Plan (Vision/Dental/Prescription/etc.) as of your first day
- Performance, Education & Referral Programs
- Quarterly town halls and summer BBQ’s
- Annual Golf Tournament and Winter Holiday Party
- And much more

**Responsibilities**:
Product and Technical Support:

- Log correspondences within CRM system and see ticket through to completion
- Review, analyze and troubleshoot product issues identified in field either by customers or sales team
- Contribute to the development of team process improvements
- Prepare Return Goods Authorizations (RGA) on a timely basis when product should be returned to plant for inspection
- Troubleshoot and investigate customer complaints of product damages or failures
- Engage with engineering and operations to isolate customer issue with products and parts and fully resolve in order to close out CRM ticket
- Thorough knowledge of CMP products to provide product usage instructions
- Enter into Visual customer warranty orders and ensure they are processed with urgency to reduce customer downtime
- Follow up on the warranty replacement orders issued, provide tracking details and ETA to the customer
- Partner with the sales team by identifying customer concerns with CMP defects or failures
- Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience especially if PID in question is not covered under CMP warranty
- Work with the production teams and supply chain to ensure backorders are communicated to the customer
- Develop a list of commonly used parts and components to include bolts, screws, etc. frequently needed as replacement parts
- Follow and enforce CMP Warranty Program
- Log warranties to include details of customer, PID, quantity, issue, pictures and resolution
- Become a product expert in order to facilitate training opportunities for Customer Service team
- Record keeping to be updated regularly
- Liaise with Marketing and Sales teams to apprise them of field failures impacting product use
- Review, edit and create product install and troubleshoot documentation
- Produce YouTube content for website to empower and educate customers

Safety:

- Promote safe work practices as outlined in your Provincial regulations and follow guidelines outlined by human resources whether in office, plant or warehouse.

Quality:

- Follow company and departmental policy and procedures, participate in the development of process improvement and written procedures and share findings with internal stakeholders

Team Building:

- Participate in 1-1 meetings with Corporate Customer Service Manager and in team meetings as required
- Participate in job-related continuing education courses.
- Prepare personal annual goals and objectives
- Contribute to the team spirit of cooperativeness

**Requirements**:

- 3-5 years of experience as a Product Support Specialist or in a similar role
- Customer order management experience with Infor Visual or a similar ERP system is essential
- Bachelor’s degree in Engineering, Electronics, Technology or relevant field or equivalent work experience
- Proficient at Microsoft Office and CRM Software
- Strong problem solving skills
- Excellent verbal, written and interpersonal skills
- Knowledge of experience with Visual is an asset

Hours
- 8:00 m - 4:30 pm, Monday to Friday
- In office

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