Customer Care

THE OPPORTUNITY 

Thomson Power Systems, a division of Regal Rexnord, is an established leader in designing and manufacturing Power Generation Controls and Switchgear, with our products playing a crucial role in power generation systems worldwide. In this vital role, based from our facility in Langley, BC, the candidate will provide technical support for Automatic Transfer Switches (ATS) via phone, utilizing troubleshooting skills to quickly resolve customer issues, quoting replacement parts, entering parts orders, and assisting with the warranty (RMA) process whilst collaborating with the ATS Engineering and supporting the Customer Care Coordinators with technical quotations  

YOUR MISSION

• Deliver technical support via phone, expertly troubleshooting, diagnosing, and addressing customer issues related to Automatic Transfer Switches (ATS). 
• Efficiently handle and resolve all incoming Service Request tickets from initiation to completion, ensuring prompt and effective case management. 
• Accurately document all incoming service requests in the case management system, maintaining clarity and precision in records. 
• Ensure timely and comprehensive follow-ups on customer inquiries, extending support during emergencies as needed. 
• Collaborate proactively with both customers and the ATS Engineering team to facilitate swift responses and expedite case resolutions. 
• Channel precise and timely feedback regarding customer experiences and product quality to the Engineering, Production, Service, and Leadership teams. 
• Assist Customer Care Coordinators by providing technical quotations and placing orders for replacement parts and modification kits. 
• Assist with the warranty (RMA) process by entering and closing RMA intakes 
• Engage actively in continuous improvement efforts to enhance efficiency, product quality, and overall customer satisfaction. 
• Participate in the rotational schedule for providing technical phone support outside of regular business hours. 
• Undertake additional responsibilities as deemed necessary. 

ARE YOU THE ONE? 
Minimum Qualifications:

• Completion of an accredited technical Bachelor's degree in Electrical Engineering, a Diploma in Electrical Technology, or attainment of a Journeyman Industrial Electrician's Trades Qualification Certificate, supplemented by equivalent pertinent professional experience. 
• Demonstrable experience of one to two years in the testing and troubleshooting of electrical panels, or an extensive background as a field technician in the Power Management domain. 
• Adeptness in the precise interpretation of intricate electrical diagrams and technical specifications. 
• Proficient verbal and written communication skills in English, with a focus on clarity and conciseness. 
• Advanced mastery in utilizing Microsoft Office Suite, with an emphasis on Word and Excel. 
• Exceptional organizational acumen and an exemplary ability to manage time effectively. 
• An unparalleled attention to detail, ensuring accuracy and precision in all tasks. 
• A self-driven individual with a strong propensity for teamwork, able to contribute positively to collaborative environments. 
• Robust problem-solving skills, capable of developing innovative solutions to complex issues. 

Preferred Qualifications:

• Proficiency in electrical equipment testing, particularly with regard to NETA/NICET standards, is highly desirable and considered a valuable asset. 
• Comprehensive understanding of pertinent health, safety, and electrical regulatory frameworks, including CSA, NFPA, and UL codes and standards. 
• Proven expertise in conducting tests on, and troubleshooting issues with, Automatic Transfer Switches. 
• Previous experience in telephone support, demonstrating exceptional technical assistance skills and a proven ability to resolve customer issues, is preferred.  
• A solid background of one to three years in roles that required direct interaction with customers, showcasing strong interpersonal skills. 
• Preference will be given to candidates with experience in PLC programming, reflecting a higher technical proficiency. 
• Proficiency in Canadian French and/or Spanish is required, highlighting the candidate's multilingual capabilities. 

 

About Regal Rexnord

Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit

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