Technical Services Specialist

Technical Support Specialist (Bilingual)

We are seeking dedicated professionals who share our values and are ready to contribute to our success.

This is a Full-time, Salaried position.

About The Technical Support Specialist:

At MAD, our products don't just move people — they shape daily experiences in buildings around the world. When something isn't right, our customers rely on one person to make it right: you.

As a Technical Support Specialist, you're not just answering calls or fixing isolated problems. You're investigating, improving, and preventing — ensuring our elevator fixtures and TTG products perform flawlessly. You'll be the bridge between technical knowledge and customer care, helping keep elevators safe, reliable, and efficient.

Your Impact

Picture this: A building is ready for handover, but something isn't working. You're the calm voice and expert mind that gets it back on track. You dive into technical issues, investigate product histories, and turn problems into permanent solutions. Along the way, you'll identify root causes and shape how MAD builds and supports its technology in the future.

Key Responsibilities:

• Solve customer issues regarding defective products and technical issues.
• Serve as the primary means of contact for staff and clients regarding technical issues and inquiries.
• Investigate project and product history, and execute corrective action to rectify the issue.
• Work proactively to update customers by reporting progress regarding outstanding queries.
• When required, liaise with other departments to obtain answers to urgent or complex problems.
• Make recommendations regarding technical support procedures, and other steps to reduce help calls and better ensure total customer satisfaction.
• Identify the root causes of technical deficiencies and identify improvement strategies.
• Proactively create procedures to prevent and reduce the severity of outages.
• Work with internal staff to educate and train for continuous improvement.
• Willing and able to travel to the US and across Canada
• Other duties as assigned.
• Able to lift up to 15lbs; may work in hot areas 5%, noise 0%.
• Ensure adherence to Health and Safety as well as active participation in 5S activities in work area.

Attributes, Skills and Knowledge:

• Must be a native French speaker
• Degree in Electrical Engineering, Computer Engineering or equivalent experience
• At least 1 - 2 years in a technical support role
• Must have electrical knowledge
• Computer troubleshooting, networking & IT skills an asset
• Experience in a manufacturing environment an asset
• Excellent knowledge of software and internal applications (E.g. MS Office, ERP)
• Ability to troubleshoot customer issues and prove solutions.
• Ability to work autonomously
• Strong communication skills, both verbal and written
• Ability to take initiative and multi-task in an extremely fast-paced work environment

This position works out of our Mississauga, Ontario location. Hours are typically 8:00 am to 4:30 pm with flexibility.

What's in it For You?

You will join an amazing team of talented, passionate MAD people. Together, we've built an amazing culture—prioritizing enjoyment of our work.

• An environment where you feel valued and inspired
• An attractive compensation package including paid vacation
• Work/life balance and flexibility
• Employee Wellness Program and discounts
• Continuous learning, development and internal training opportunities to grow your career
• Rewarding employee experience through the enjoyment of work, activities, perks, meals and more.

About us:

Have you ever stepped into an elevator and been wowed?

It is very likely that the elevator was one of ours

We dream big here at MAD. It is our vision to have a MAD product in every elevator. We will do this by:

Going Above and Beyond: Partnering with our customers as dependable, value-add suppliers so they are successful in the eyes of their customers.

Simplifying Interactions: Make the entire process easy by eliminating the laborious activities customers face.

Offering Industry-Leading Products: Our technology, aesthetics, and reliability help our customers win.

Supporting with the Best People, Providing the Best Service: We are experts in what we do.

Want to see what it's like working at MAD? Visit us on Facebook.

Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.