Product Support Engineer
4 weeks ago
Title: Product Support Engineer
Business Unit: Wesko Locks, Ltd
Location: Mississauga, ON (on-site)
Department: Operations
Shift: 1st
Status: Full-Time
Reports To: Director of eLock
Position Summary :
The Product Support Engineer role at Wesko is a critical link between our engineering team and our customers, responsible for providing technical support, troubleshooting, and general guidance. This role requires a strong technical background, excellent communication skills, and a proactive approach to problem-solving. The ideal candidate will have experience in technical support or field engineering within the electronic or manufacturing industry, along with the ability to clearly communicate complex technical issues.
Key Responsibilities :
- Provide direct product support to customers for technical issues primarily via Teams, phone, and email.
- Diagnose, troubleshoot, and resolve issues with electronic locks and related systems, ensuring timely and effective solutions
- Develop and conduct high quality virtual training events for external and internal customers.
- Document and maintain records of customer interactions, technical issues, and resolutions to ensure knowledge sharing and improve response time.
- Incorporate customer feedback to update technical documentation, troubleshooting guides, and product data on our website.
- Stay updated on product changes, new features, and industry developments to provide accurate and relevant support.
- Assist in the development of software specifications.
- Develop methods and perform quality testing on new products.
- Prepare and provide sales quotes to customers for products and services.
- Perform other duties as necessary.
Minimum Qualifications
- Bachelor’s degree in engineering or related field.
- Minimum 2 years of experience in an engineering or customer service role.
- Strong ability to analyze and solve problems.
- Excellent verbal and written communication skills in English. Fluency in French is desirable.
- Ability to thrive in a fast-paced environment.
Join Our Team
We review applications regularly, so don’t hesitate, apply today
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