Technical Service Technician, Canada

4 days ago

Richmond Hill, Canada Global Industrial Full time

**Global Industrial**:
For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

**Key Responsibilities**:

- Own the entire interaction with that customer and provide total resolution for their needs.
- Engage customer to perform troubleshooting for non-functioning products and issuing replacement parts where applicable
- Liaise with Service Providers to solve customer service issues.
- Cross Functional collaboration with Sales, Customer Service, Product Development and Product Management to resolve customer issues.
- Handling customer relations in a professional and friendly manner.
- Offer support and solutions to customers in accordance with the company's customer service policies
- Perform post service follow up calls to assure customer satisfaction
- Customer Site visits as required
- Investigate and resolve customer inquiries related to their orders or shipments
- Update systems and document all interactions with customers, associates, and partners
- Provide order status, check inventory, schedule returns, file shipping claims, notate accounts, troubleshoot problems, handle complaints, and assist with billing inquiries

**Competencies and skills**:

- Engineering degree or Bachelors’ degree, Vocational Schooling and/or 1-3 years of relevant experience in a Technical Service role for equipment.
- Bilingual (English/French) is highly preferred.
- Knowledge / Experience of how to maintain, repair, diagnose and replace equipment and machinery.
- Excellent communication skills, to be able to explain technical problems to customers.
- Excellent time management skills, ability to work independently
- Take ownership of individual assignments
- 10% - 15% Travel.

**EEO/AA Statement**:
Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.

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