Customer Service

Ready to shape the future of fun?

At Vortex, we have been bringing communities, businesses, and families together with innovative aquatic structures since 1995. We are proud to have created custom installations spanning 50 countries and 5 continents Vortex creates precious memories for thousands of families around the world every day.

If you want an exciting career in an environment that values innovation and collaboration, we'd love to hear from you. We welcome all applicants and are committed to diversity, equity and ensuring everyone is empowered to succeed.

The Customer Service / Field Technician plays a key role in ensuring the successful installation, commissioning, and maintenance of Vortex products. Acting as the company's on-site representative, this individual provides hands-on technical support, supervises installations, and delivers training to clients and operators. When not in the field, the specialist supports customers remotely, contributing to troubleshooting, continuous improvement, and training initiatives. This position requires strong technical aptitude, excellent communication skills, and the ability to adapt to diverse project environments and cultural contexts.

Technical support in the field:

• Travel to project sites throughout the world as Vortex site representative for project commissioning, repairs, and installation supervision.
• Run full inspections of the installation before being put in operation
• Commission and put into operation water system.
• Provide comprehensive training on initial start-up and shut down of installations to facility operators
• Obtain client sign-off on completed projects
• Provide feedback and possible solutions to the product development team on frequently observed issues
• Communicate with remote technical support team for spare/additional parts required.
• Trouble shoot and on-site repairs of water system, including but not limited to programming of controllers, piping repairs and pump replacements.
• Trouble shoot and on-site repairs of water play structures and products.
• Provide direction to installers and clients regarding maintenance of Vortex products.

Remote Technical Support (phone, email) - when not in field:

• Respond and provide solution to customer requests (distributors or contractors) by phone or email to provide solution
• Log call in the ERP.CRM system
• Determine if a site visit is required
• Keep track of the requests of the group in the department and discuss possible solutions.

Other:

• Participate in providing certified installer training including development of material, scheduling and facilitation of sessions.
• Participate in the continuous improvement of internal processes.
• Participate in the development of user guides.
• Work in the plant assisting assembly, and other departments during slow season.

Skills and Competencies

• Good general construction knowledge with a focus on plumbing, concrete and electrical
• Strong communication skills.
• Project management skills
• Ability to manage time and priorities and strong problem-solving abilities
• Ability to work in the context of varying business cultures
• Well-developed interpersonal skills with positive attitude and team oriented
• Fluent English and French spoken and written. Intermediate level of English is required.

Experience and Training

• Ability to read technical drawings (mechanical, electrical, civil, and installation)
• Ability to interact with contractors and clients
• Ability to trouble shoot mechanical and electrical systems.
• Ability to train others on technical aspects

Must have a current / valid Canadian Passport, valid drivers' license and ability to travel outside of Canada. Proficiency in English is required for this role as approximately 40% of the responsibilities involve regular communication with stakeholders based in the United States.

Splash into fun