Technical Customer Care Specialist

5 months ago

Langley, Canada Thomson Power Systems Full time

**Position**: Technical Customer Care Specialist (ATS)
- **Reports Directly To**: ATS Customer Care Manager
- **Location**:Langley, BC, Canada
- **Salary**:$70,000-$75,000 CAD

**THE OPPORTUNITY**

**YOUR MISSION**
- Deliver technical support via phone, expertly troubleshooting, diagnosing, and addressing customer issues related to Automatic Transfer Switches (ATS).
- Efficiently handle and resolve all incoming Service Request tickets from initiation to completion, ensuring prompt and effective case management.
- Accurately document all incoming service requests in the case management system, maintaining clarity and precision in records.
- Ensure timely and comprehensive follow-ups on customer inquiries, extending support during emergencies as needed.
- Collaborate proactively with both customers and the ATS Engineering team to facilitate swift responses and expedite case resolutions.
- Channel precise and timely feedback regarding customer experiences and product quality to the Engineering, Production, Service, and Leadership teams.
- Assist Customer Care Coordinators by providing technical quotations for replacement parts and modification kits.
- Engage actively in continuous improvement efforts to enhance efficiency, product quality, and overall customer satisfaction.
- Participate in the rotational schedule for providing technical phone support outside of regular business hours.
- Undertake additional responsibilities as deemed necessary.

**ARE YOU THE ONE?**

**Minimum Qualifications**:

- Completion of an accredited technical Bachelor's degree in Electrical Engineering, a Diploma in Electrical Technology, or attainment of a Journeyman Industrial Electrician’s Trades Qualification Certificate, supplemented by equivalent pertinent professional experience.
- Demonstrable experience of one to two years in the testing and troubleshooting of electrical panels or an extensive background as a field technician in the Power Management domain.
- Ability to interpret electrical drawings and specifications
- Proficient verbal and written communication skills in English, with a focus on clarity and conciseness.
- Advanced skills in Microsoft Office Suite, with an emphasis on Word and Excel.
- Exceptional organizational acumen and an exemplary ability to manage time effectively.
- An unparalleled attention to detail, ensuring accuracy and precision in all tasks.
- A self-driven individual with a strong propensity for teamwork, able to contribute positively to collaborative environments.
- Robust problem-solving skills, capable of developing innovative solutions to complex issues.

**Preferred Qualifications**:

- Proficiency in electrical equipment testing, particularly with regard to NETA/NICET standards, is highly desirable and considered a valuable asset.
- Comprehensive understanding of pertinent health, safety, and electrical regulatory frameworks, including CSA, NFPA, and UL codes and standards.
- Proven expertise in conducting tests on and troubleshooting issues with Automatic Transfer Switches.
- Previous experience in telephone support, demonstrating exceptional technical assistance skills and a proven ability to resolve customer issues, is preferred.
- A solid background of one to three years in roles that required direct interaction with customers, showcasing strong interpersonal skills.

**OUR PURPOSE**

You may not know it, but Regal Rexnord impacts your life every day. Our products enable the power source that keeps smart buildings running; the fans in HVAC systems that keep us comfortable; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep ecommerce flowing. Our business purpose is to create a better tomorrow by energy-efficiently converting power into motion. For us, this means creating innovative solutions while focused on both customer needs and our commitment to sustainability. We are looking for creative and ambitious minds to join our team and to create a better tomorrow.

**OUR IDENTITY**

As part of the large Regal Rexnord family, Thomson Power Systems is a leading manufacturer of electrical products, controls, and systems in the Power Generation Industry. Over the last 50 years, we have been growing from a small local company in British Columbia to a global organization with colleagues in Canada, USA, Mexico and India. As we are rapidly growing, we are looking for innovative, motivated, talented, and hard-working achievers to join us and to continue providing best-in-class products and services to our expanding customers.

**OUR FAMILY**

Regal Rexnord Corporation (RRX) is approximately a $7.2B publicly traded global manufacturer of electric motors and controls, electrical components and power transmission products serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through dist

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