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Client Support Specialist

3 months ago

PointeClaire, Quebec, Canada Strana Talent Inc. Full time
Client Support Specialist - Industrial Equipment

Job Overview:
In this role, you will be responsible for enhancing client satisfaction with our machinery while driving service revenue and promoting spare parts sales.

Key Responsibilities:

  • Oversee, guide, and instruct clients on the setup, functionality, and upkeep of equipment. Assess machinery, pinpoint service or spare parts requirements, and initiate requests to boost quote volume.
  • Engage proactively with clients and sales teams to uncover opportunities for maintenance visits based on recent orders.
  • Conduct service appointments, produce detailed reports, and ensure timely billing.
  • Leverage the SalesForce platform to generate quotes, manage service documentation, update asset information, and collaborate with various departments.
  • Optimize time and resources to reduce overtime and costs while creating valuable service and parts quotes. Identify and inform sales teams about new equipment opportunities at client sites.
  • Offer insights and training on equipment performance and potential enhancements to sales, engineering, and other service team members.

Educational Qualifications:
A college or university degree, or equivalent technical training; or a minimum of 5 years of experience in heavy industrial service; or a combination of education and experience focusing on electrical and mechanical systems.

Required Skills and Experience:

  • Proficient in written and spoken English - Required; French is a plus.
  • Ability to comprehend and interpret documents such as safety guidelines, operational and maintenance instructions, and technical schematics. Capable of writing standard reports and correspondence. Effective communication skills for addressing client or employee groups - Required/Intermediate.
  • Basic mathematical skills including fractions, percentages, and ratios - Required/Basic.
  • Significant creativity and judgment needed to navigate complex evaluation factors, interpret outcomes, and make independent decisions - Required/Expert.
  • Ability to produce professional and grammatically correct technical reports and proposals, requiring minimal revisions - Required/Intermediate.
  • Familiarity with general hand tools, measuring instruments, pneumatic tools, and other standard equipment for industrial maintenance - Preferred/Intermediate.
  • A valid driver's license in the province of residence and eligibility under the company's auto insurance policy - Required.
  • Demonstrated proficiency in common computer applications, including Microsoft Office - Required/Intermediate.
  • Experience with SalesForce or similar customer management software - Beneficial.
  • Completion of annual MSHA Vendor Training and surface and underground product vendor training/certification - Required.

Travel Requirements:
The position requires the ability to travel approximately 60% of the time, including some international travel, necessitating a valid passport. Work schedules may be adjusted to accommodate weekdays off when weekends are worked.

Please note that the masculine gender is used without discrimination and solely for text readability.