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Technical Support Specialist

1 week ago

Vancouver, British Columbia, Canada ProMach Full time

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at ProMach. As a key member of our field service team, you will provide technical support for all Wexxar, Bel, and IPAK product lines.

Your primary responsibilities will include:

  • Providing quick and effective resolutions to customer inquiries
  • Creating and updating incident forms and unit configurations in the ERP module
  • Following up on field service technician reports and ensuring all action items are completed
  • Preparing and sharing technical documentation with service technicians before dispatch
  • Providing after-hours technical support on a rotational basis with the after-hours team
  • Collaborating daily with field service technicians, offering guidance and support as needed
  • Building and maintaining positive working relationships with customers, field service teams, sales, engineering, and production
  • Reviewing retrofit, rebuild, and upgrade orders for the Wexxar product line
  • Acting as a backup for engineering and QA tasks, including box reports, sign-offs, and FATs
  • Reviewing service reports for necessary follow-ups and identifying opportunities for engineering updates
  • Scheduling and leading meetings on service issues requiring cross-department collaboration
  • FOLLOWING ESTABLISHED SERVICE PROCESSES AND CONTRIBUTING IDEAS FOR CONTINUOUS IMPROVEMENT
  • MANAGING AND ORDERING TOOLS AND EQUIPMENT SUPPLIES FOR FIELD SERVICE TECHNICIANS