Service Technician

The **Service Technologist **is responsible for troubleshooting, configuring, and resolving software and hardware issues for horticulture equipment controlled by Argus systems. The technologist is expected to work with a level of independence and be able to provide guidance to technicians but may require occasional support from a senior service technologist or department' s team lead. A key objective of this role is to foster positive customer relationships by responding to all inquiries in a timely manner with the most accurate information possible using the appropriate media.

There are three levels for the Service Technologist role. Each level requires different levels of skills and competencies, education, and experience.

**Duties**:

- Act as the initial point of contact and provide timely response for all customer service requests.
- Use effective communication to ensure a positive experience for client interactions
- Diagnose, troubleshoot, configure, and resolve software and hardware issues for horticulture equipment for existing Argus projects in collaboration with technical personnel, business professionals, and clients.
- Process returns merchandise authorizations and standard replacement parts orders.
- Produce and review technical documentation for aftermarket services, training, and improvement initiatives.
- Maintain logs and resolution reports for all service tickets and calls.
- Comply with policies and procedures as specified in the Argus Employee Policy Manual and Quality Management
- Contribute to optimizing Argus products by reporting improvements to the Research and Development Team.
- Support the 24-7 emergency phone line for crop threatening issues on a rotational basis.
- Occasional travel to provide training, sales support, attend trade shows, or other events to promote the Argus brand or maintain customer relationships.
- Work independently with minimum direction from leads for complex technical assignments.
- Perform defined technical tasks and solves problems based on applied science for horticulture industry and technology.
- Coach, mentor, guide and support colleagues to ensure Argus mandate deliverables are met.
- Provide training for the technical and operation specifications of Argus related equipment to customers.
- Assist in process improvement initiatives across the organization.
- Promote and sell Argus parts and services as appropriate during customer interactions
- Use technical expertise to interpret documents and requirements to develop plans, provide guidance and implement actions related to Argus products and systems.
- Other duties that may be assigned.

Critical Skills & Abilities:

- Strong customer service experience. Ability to handle complaints in a professional manner, and able to direct and escalate issues efficiently and effectively.
- Strong communications and interpersonal skills.
- Meticulous and detail oriented.
- Familiar with Microsoft Office Suite, AutoCAD, Jira/Confluence, ERP Systems

Employment Requirements:

- Bachelor of Science in Engineering Technology (or equivalent), or 1+ years of experience and Associate Degree in Engineering Technology (or equivalent)

Pay: From $55,000.00 per year

Additional pay:

- Overtime pay

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed

**Experience**:

- Service Technician: 1 year (preferred)

Licence/Certification:

- Driver's License (preferred)
- Journeyman (preferred)

Work Location: In person