Technical Customer Care Specialist

2 weeks ago

Langley, Canada Regal Rexnord Full time

Position: Technical Customer Care Specialist (ATS)

Reports Directly To: ATS Customer Care Manager

Location: Langley, BC, Canada

Salary: $68,000-$75,000 CAD

THE OPPORTUNITY

YOUR MISSION
- Provide exceptional technical phone support for troubleshooting, diagnosing, and resolving customer’s concerns with their Automatic Transfer Switches (ATS).
- Effectively manage all incoming Service Request tickets through to resolution in a timely manner to drive efficient case management.
- Create clear and concise records of incoming service requests through the case management system.
- Provide detailed and timely follow-ups to customer requests, including emergency support.
- Work cross-functionally with the customers & ATS Engineering team to drive quick response and efficient case resolution.
- Provide accurate and timely customer and quality feedback to Engineering, Production, Service, and Leadership.
- Provide technical quote support to the Customer care coordinators for replacement parts and mod-kits.
- Actively participate and drive continuous improvement initiatives to increase efficiency, quality, and customer satisfaction.
- On a rotational basis, provide after-hour technical phone support.
- Perform other duties as required.

ARE YOU THE ONE?

Minimum Qualifications:

- 1-2 years prior experience testing and troubleshooting electrical panels, and/or field tech experience in the Power management sector
- Ability to interpret electrical drawings and specifications
- Strong communication skills in English (written & verbal)
- Strong computer skills, specifically with Microsoft Office (word & excel)
- Strong organizational & time management skills
- High level of attention to detail
- Self-motivated and team player
- Problem-solving skills

The following are not required but would be considered an asset:

- Technical bachelor’s degree (Electrical Engineering) / Diploma of Technology (Electrical) / Journeyman Industrial Electrician’s Trades Qualification Certificate or equivalent related experience
- Experience testing and/or troubleshooting Automatic Transfer Switches
- 1-3 years prior customer-facing experience
- Experience with PLC programming preferred
- Language: Canadian French OR Spanish

About Regal Rexnord

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

About Regal Rexnord
- The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

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