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Field Technical Support Specialist

2 months ago

Winnipeg, Manitoba, Canada CB Canada Full time
Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our team at CB Canada. As a key member of our technical support team, you will be responsible for providing expert technical assistance to our customers and internal stakeholders.

Key Responsibilities
  • Root Cause Analysis: Determine the root cause of technical issues affecting our products in service, working closely with other departments and suppliers as needed.
  • Documentation and Release: Document and release engineering documentation to correct field issues, providing general support to our Field and Technical Services Support staff.
  • Problem Solving: Recommend courses of action to solve problems brought to the department by the field staff or customers directly.
  • Collaboration: Work with Production Engineering and New Product Development staff to ensure design changes are appropriate.
  • Investigation and Resolution: Investigate, identify, and resolve product problems of varying difficulty with the appropriate department(s), including suppliers.
  • ECN Creation: Create Engineering Change Notices (ECNs) within Teamcenter using New Flyer Engineering procedures and policies.
  • Customer Support: Answer incoming calls from internal customers or Technical Support Specialists and take appropriate action to resolve issues.
  • Technical Publications: Supply Technical Publications Department with updated information for manuals and suggestions on how to improve the information in our manuals.
  • Training and Development: Stay up-to-date with training on pertinent systems in our vehicles to enable the CEBS team to be intimately familiar with the bus electrical systems.
  • Customer Satisfaction: Resolve customer problems or complaints effectively and in a timely manner.
  • Task Coordination: Coordinate own tasks to ensure schedule dates are met, considering supplier and customer timelines.
  • Testing and Verification: Assist with controlled testing of components and installations to meet contractual obligations, ensure product reliability, and verify component fit.
  • Special Assignments: Perform special assignments as required.
Requirements
  • Engineering Background: Engineering background (PENG, CET, EIT).
  • Experience: 2-5 years of experience.
  • Technical Skills: Proficient with MS Office (Excel, Word, Outlook). Highly technical, engineering background (PENG, CET, EIT).
  • Software Skills: TEAMS, TeamCenter NX, highly technical, engineering background (PENG, CET, EIT).
  • Problem Solving: High problem-solving skills.
  • Customer Service: Customer service background with high organizational skills.
  • Leadership: Leadership qualities, motivating, and self-starter.