Technical Support Specialist

2 days ago

Markham, Canada Omnify Lighting Full time

**About Omnify**

For over 15 years Omnify Lighting, a division of Lumify Inc., has been delivering lighting innovation for retail merchandising, and point-of-purchase display companies. Our flagship product is LumiSheet, a globally renowned patented backlit panel, which remains a core product within our architectural grade collection.

Today Lumify is building upon its core business and expanding into new market segments, manufacturing custom LED backlighting products for various top brands, such as Estee Lauder, LVH, Sephora, Ulta Beauty, Guess, Chanel, Michael Kors, to name a few.We also support leading architectural firms and our integrated strategic partners across North America.

Our Head Office is in Markham, Ontario, with additional manufacturing facilities in Los Angeles, South Korea and China.

What you’ll do

This role will be a key support function for the customer and their needs. The Technical specialist is an expert of our product and support technical assistance throughout the customer's journey. The technical support specialist will work closely with Sales, Customer Success Team, Product Development, and Operations.
- Responsible for escalated customer technical questions to deliver first-class experience.
- Manages complex inbound inline product inquiries.
- Develops simple CAD drawings for the customer and manufacturing.
- Escalates and supports NSP and non-inline product inquiries.
- Product Trainer staff, agencies, and customers.
- Assists in conveying customer technical difficulties to the Product Development team to ensure product enhancement and continuous improvement.
- Assesses patterns on product RMA and defects, creates and manages customer completing log.
- Works directly with customers and partners and provides technical support for all products.
- Prepares the NSP Entry forms and works closely with Sales, Project Management and Product development to initiate and support the NSP process.
- Participates in all product training to ensure all product related knowledge is maintained.
- Supports Product Development opportunities as required.
- Work closely with cross functional team members to drive results.

What it takes
- Technical Support and or Engineering background.
- Manufacturing knowledge: Hones good understanding of manufacturing processes, limitations, definitions.
- Listening - Practicing active listening by understanding our clients' needs and demonstrating that you genuinely care for them will also help you build a rapport.
- Problem solving.
- CAD and drawing knowledge.
- Ability to multi-task, prioritize, and manage time effectively.
- Strong attention to details.

It will be great if you have
- CRM and ERP experience.
- Excellent MS Office suite knowledge - Word, Excel, Power Point, Outlook, PDF.

Salary & Benefits

$50-$60k

MyHSA (Healthcare Spending Account)

**Subject to applicable laws and regulations, Omnify’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter any Omnify’s offices*

**Job Types**: Full-time, Permanent

**Salary**: From $50,000.00 per year

**Benefits**:

- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Markham, ON L3R 2W4: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- How many years of lighting/LED experience do you have?

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