Technical Support

2 weeks ago

Mississauga, Canada Festo Full time

**Reports to**:Supervisor - Customer Interaction Center

**Summary**:The Technical Support Agent serves as the main go-to individual for all technical support inquiries and issues from internal and external users. The Technical Support Agent also liaises with HQ to obtain technical information on Festo products.

**Responsibilities**:

- Responds to all technical questions from Sales reps and customers in a timely manner
- Corresponds with Technical Support HQ in Germany to obtain updated technical information
- Maintains the accuracy of the technical information library on Festo products
- Processes and monitors complaints regarding our products with the Quality department in Germany
- Prepares and delivers technical training material for our inside and outside sales staff
- Provides website navigation support to customers and sales reps
- Serves as a back - up for the Contact Centre agents, upon request
- Completes all necessary follow-up and administrative tasks required
- Participates in special projects and other duties, as required

**Minimum Requirements**:

- Post-secondary education in a technical-related field is required; Electro-mechanical technician/technologist preferred
- A minimum of two years (2) years of experience in a technical, customer service environment
- Bilingualism in French and English is a must
- Proficiency with engineering software, Festo’s Online Shop (OLS), CAD downloads and Fluid Draw
- Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
- Highly attentive to detail and fact-finding as to ensure accuracy of reporting
- Extremely well organized and resourceful with the ability to prioritize urgent tasks
- Ability to interpret customers issues to produce quick, effective results
- Work well under pressure and through ambiguity with problem solving mindset
- Intermediate skill level in Microsoft Word, Excel, and Outlook
- Ability to work independently with mínimal supervision
- Possesses a positive, team player attitude
- Hands-on experience with SAP is considered an asset
- Required to work varying shifts including evening, weekends and statutory holidays when requested

This is a summary of the position profile only, and is intended to summarize the position requirements.

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

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match

Schedule:

- 8 hour shift

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