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Technical Support Trainer
2 weeks ago
Centre of Excellence - Technical Support Trainer
Montreal, QC
Founded in 1991, the Mircom Group of Companies is North America's largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.
Mircom's mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions. This is a full time permanent role based out of our facility in Pointe Claire, QC.
Summary:
We are seeking a technically skilled and customer-focused individual to provide support for our fire safety and security product lines. In this role, you will troubleshoot installation and production issues, assist with resolving technical and engineering challenges, and support the sales and installation teams to ensure product effectiveness. You will respond to customer inquiries via phone, email, and web, log support cases using Microsoft Dynamics AX, and escalate unresolved issues as needed. Additionally, you will simulate field issues in a lab environment, document findings, and deliver technical certification training to help customers effectively use our fire alarm and communication products.
Responsibilities:
- Provide technical support for fire safety equipment and security products.
- Provide troubleshooting support for installations and production.
- Help resolve technical and engineering related issues that impact sales, installation, or utilization of fire safety and security products.
- Identify and help resolve product quality issues through escalation process.
- Simulate field problems in the technical support lab and document the results.
- Respond to phone, email, and web-based inquiries on Mircom's fire protection and security products.
- Log incoming inquiries and their resolution via Microsoft Dynamics AX.
- Escalate issues to respective departments that cannot be addressed directly by the team.
- Provide technical certification training to help customers learn how to use various fire alarm and communication products and accessories.
- Ensure work is performed in compliance with ISO 9001 quality standards and company procedures.
Requirements and Skills:
- Diploma or degree in Electronics, Electrical Engineering, Fire Protection Engineering, or a related technical field.
- 1–3 years of technical support or field service experience, preferably in the fire safety, security, or building systems industry.
- Experience with fire alarm systems, communication products, or security systems is highly desirable.
- Strong troubleshooting and diagnostic skills for electronic and electromechanical systems.
- Familiarity with installation practices for fire alarm and security systems.
- Working knowledge of fire alarm codes and standards (e.g., NFPA, ULC, CSA) is an asset.
- Proficiency in using lab equipment for simulations and technical validation.
- Ability to use CRM systems such as Microsoft Dynamics AX to log and track support cases.
- Excellent verbal and written communication skills to handle customer inquiries and deliver training.
- Ability to translate complex technical concepts into clear, customer-friendly language.
- Strong customer service orientation with the ability to manage multiple support cases and prioritize tasks effectively.
- Self-motivated and capable of working independently or as part of a team.
- Must be Fluent in French.
What Mircom offers:
- A great working environment
- Competitive salary
- Group Insurance benefits
- Company RRSP program
We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.
Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.
Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or web-site will be considered unsolicited
