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Aftersales Technical Support Specialist

2 months ago

Calgary, Alberta, Canada NovAtel Inc. Full time
Job Summary

We are seeking a highly skilled Applications Engineer to join our team at NovAtel Inc. as a Technical Support Specialist. In this role, you will provide technical support to our customers, utilizing your expertise in GNSS+INS technology to ensure their success.

Key Responsibilities
  • Provide 2nd-tier technical support to customers via phone, email, or other communication channels.
  • Assist customers with troubleshooting, diagnosing, and resolving product or service issues.
  • Contribute to Root Cause Analysis (RCA) of issues reported to identify underlying causes.
  • Provide data analysis to customers experiencing issues.
  • Assist customers with product installation, setup, and configuration.
  • Ensure customer satisfaction by addressing issues in a timely manner and providing follow-up communication.
  • Interface with and provide support for different engineering teams.
  • Generate and review technical support documentation, including Frequently Asked Questions and Application Notes.
  • Perform product testing and verification.
  • Visit customers to resolve issues or provide onsite support.
Requirements
  • Bachelor's degree in Geomatics or Electrical Engineering with 2+ years of related GNSS+INS industry experience.
  • Proven problem-solving skills.
  • Strong analytical and critical thinking skills.
  • Exceptional interpersonal skills and ability to work effectively with others.
  • English fluency with excellent verbal and written skills.
  • Able and willing to travel internationally.
Preferred Qualifications
  • Experience working directly with customers, preferably in the delivery of support or services.
  • Experience working with ROS packages, architecture, and communication protocols.
  • Experience working with IMU, INS, and sensor fusion.
  • Experience in software testing and/or post-processing.
  • Familiarity with programming languages such as Python and C++.
What We Offer

As a Technical Support Specialist at NovAtel Inc., you will have the opportunity to work with a global team of experts in the GNSS+INS industry. You will be responsible for providing technical support to our customers, utilizing your expertise to ensure their success. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.