Technical Field Support Specialist

1 week ago

Winnipeg, Canada Wallace and Wallace Fences Full time

**About the Company**

Wallace and Wallace is a leading provider of cutting-edge security products that safeguard people and property. We are focused on delivering superior performance to our customers with high-quality gates and security systems. As our business continues to grow, we are now seeking a **Technical Field Support Specialist** to join our growing team.

**Primary Tasks and Duties**:

- Answer incoming and place outbound calls to existing customers to help answer technical assistance questions and provide solutions.
- Troubleshooting company products and services, enhancing the customer experience through excellent communication of situations and solutions.
- Be the point of contact for all technical inquiries about hardware, software, or other designated client products.
- Listen attentively to customer needs and concerns, demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Clarify customer requirements, probe for understanding, use decision support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
- Troubleshooting electrical and mechanical circuits and components.
- Quote follow-up trips if required, and invoice for both the initial service call and any subsequent follow-up trip to ensure all services are properly billed.
- Maintain and follow-up on any scheduled work, review related reporting as required.

**Qualifications**
- 3-5 years experience in product oriented technical support.
- Construction and/or Electrical experience is considered an asset.
- Good customer service, communication and problem solving skills.
- Must be reliable and courteous.
- Effective communication skills in English, both written and verbally.
- Technical aptitude, problem solving skills and ability to prioritize multiple items at once.
- Patience in working with customers is second nature to you.

We appreciate the interest shown by all applicants, however only those being considered for an interview will be contacted.

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

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Profit sharing
- RRSP match
- Tuition reimbursement

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Winnipeg, MB: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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