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Service Technician

4 weeks ago

West Point Grey, Canada Rankest Full time

**Job Description**:
We are seeking a customer-focused Service Technician to join our team. Reporting to the Service Engineering Manager, you will be responsible for diagnosing and solving problems accurately, establishing detailed reports on root causes, and analyzing through appropriate documentation channels.

**Responsibilities**:

- Provide courteous and efficient customer service to internal and external customers
- Guide mobile service technicians to resolve technical problems
- Validate and analyze requests in depth and guide remote technicians to solve problems
- Follow up on resolutions and collect relevant information for escalation to engineering
- Organize calls with external customers and help them resolve their technical issues
- Respond to assistance requests through the ticketing system
- Continuously update and track ticket information in our ticketing system
- Assist technicians on the road and guide them remotely in problem resolution
- Escalate more complex cases to the department supervisor
- Assign and escalate requests as needed
- Document case resolution in the troubleshooting steps table
- Make recommendations for process improvement
- Perform any other related tasks requested by the department supervisor

**Requirements**:
**Requirements**:

- AEC in Electric Vehicle Technology or any other relevant field of study
- Minimum of 4 years of customer support experience
- Minimum of 3 years of system-level diagnostic and troubleshooting experience
- Strong foundation in heavy industrial mechanics (diesel, hydraulic, electrical, electronic)
- Electrical diagnostic skills
- Good knowledge of computer systems
- Knowledge of CAN, LIN, and electricity-based diagnostics
- Ability to read supplier documentation, schematics, and wiring diagrams
- Attention to detail and precision
- Good reflexes for validating received information
- Teamwork and customer service-oriented personality
- Excellent verbal and written communication skills
- Resourcefulness and tenacity