Technical Support Specialist

1 month ago

Mississauga, Canada Hikvision Canada Full time

**OUR COMPANY**:
Hikvision is a world leading IoT solution provider with video as its core competency, and manufactures an extensive suite of comprehensive products and solutions for a broad range of vertical markets.

As a full service, end-to-end security solutions provider, Hikvision Canada Inc. employs many experienced professionals across the country. Offices which include state of the art customer experience showrooms, are located in Toronto, Vancouver, and Montreal. As industry experts with a team approach, Hikvision brings innovative technologies to the market, working alongside partners through the entire business cycle. Hikvision is dedicated to supporting the needs of customers and remaining a trusted advisor to partners.

***:
The Technical Support Specialist at Hikvision Canada acts as the key liaison between product solutions and customers. The Technical Support Specialist assists regional sales and marketing strategies from a technical perspective. The Technical Support Specialist provides technical support during whole sales stages, from pre-sales to after-sales. The Technical Support Specialist plays an important role in ensuring customer satisfaction, in enhancing the local competitiveness of products and solutions, and in providing leading-edge technical services.

**ESSENTIAL JOB FUNCTIONS**:
**Product Solution Production (30%)**
- Responsible for product technology promotion, including empowering internal teams with product knowledge and solutions; and externally promoting product solutions through training, roadshows, exhibitions;
- Provide customers with product consulting and selection services; participate in customer technical requirement exchanges and understand/guide their needs and requirement; participate in the review of implementation plans;
- Responsible for testing new products or new versions during their introduction stage on the local market; provide feedback and reports about the products’ local implementation, in order to accelerate product landing and introduction;
- Provide local market insight regarding products, solutions, and competitors to promote the improvement of corresponding products and solutions;
**Customer Education and Curriculum Development (35%)**
- In conjunction with the product and solution introduction plans, independently carry out regional customer training, including product presentations, certification training, etc.; continuously improve market share and enhance Up-Selling/Cross-Selling for existing customers;
- Develop product solution courses for technical personnel and sales staff based on customer and market needs to promote understanding of the company's products and solutions.

**Problem Resolution and After-sales Service (35%)**
- Track and handle various product issues, promoting timely resolution and effective closure of issues to enhance customer satisfaction;
- Collect and report product quality issues, communicating with headquarters' technical support and R&D teams in a timely manner to promote product quality improvement;
- Coordinate with the after-sales team to handle batch quality issues in a timely manner, providing solutions, and improving customer service satisfaction.

**QUALIFICATIONS**:

- Minimum 3 years’ experiences in CCTV camera and related industry
- 2+ years of successful training experiences with some curriculum building knowledge
- Professional Degree or diploma in Electrical Engineering or related field; and/or related work experience
- Capable of working with different internal teams and management teams
- Proven record of excellent communication and presentation skills
- Proficiency in diagnosing hard/software issues
- Available to work occasionally outside standard hours to collaborate with global teams or handle urgent client issues.
- Strong analytical abilities
- Strong critical thinking and problem-solving skills
- Team player and self-motivated
- Proficiency in both English and Mandarin languages, or if based in Montreal, proficiency in French, English and Mandarin
- Based in Toronto, Ontario or Montreal, Quebec

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