Repair & Warranty Operations - Product Support Specialist I

4 days ago

Ottawa, Canada MED-ENG & PSP - THE SAFARILAND GROUP Full time

TOGETHER, WE SAVE LIVES
**Duties & Responsibilities**:
Primary Duties
- Performing duties associated with inspecting, dismantling, evaluating, repairing, maintaining, rebuilding, installing, testing electrical and/or mechanical systems and components
- Hands on troubleshooting of reported issues working with AC and DC power and control systems
- Providing product and technical remote support to Med-Eng partners and customers. Follows up as needed to ensure issues have been resolved
- Identifying and reporting on premature product failures to Product Quality personnel and OEMs/ suppliers
- Performing high quality soldering using soldering tools, microscope, and other related equipment
- Logging and processing all Return Material Authorization (RMA) repairs via the existing Procedures, ERP (MS AX) System using internal work instructions while working in parallel with customers and Med-Eng suppliers
- Providing purchase orders & quotations based on pricing matrix for non-warranty repairs and spare parts
- Maintaining a clean, safe workspace and compliant tools, equipment in accordance with company policy, procedures and applicable Health, Safety and Environmental requirements
- Assist customers in troubleshooting, installing and un-installing user-level repair hardware and software

Secondary Duties
- Performs other responsibilities as assigned by the Customer Support Manager
- Provide remote and/or on-site product equipment maintenance training, as required - up to 20% of time may be spent travelling and visiting customer sites

**Qualifications**:

- 2-5 years’ industry experience in a Customer Service or Technical Support function
- Successful completion of an Electro-Mechanical Technician or equivalent program, or 5 years direct experience in similar technical support duties
- Familiar with electro-mechanical testing procedures, methodologies and calibration requirements of test and inspection equipment including IPC standards for the repair and rework of electronic assemblies
- Knowledge on the basics of Customer Service
- Proven ability to quickly learn and understand complex product and tools
- Familiar with the requirements of a Quality Management System based on the ISO 9001 Standard
- Excellent verbal communication skills, ability to clearly describe explain and document information, concepts, ideas and instructions to others
- Ability to interpret technical documents such as drawings, Assembly Instructions, Bills of Materials (BoMs) and schematic diagrams
- Ability to work at multiple levels (Product Line Managers, Project/Program Managers, Engineers, Product Quality Specialists, Procurement and other functions as required
- Strong organizational skills with a good work ethic and the ability to work independently to manage, organize and complete work activities in order to meet or exceed established deadlines and changing priorities
- Physically dexterous. Mechanically & electronically inclined
- Willingness to work in a fast-paced environment
- Ability to obtain a security clearance as required

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