Introduction

We are currently supporting our client who is a leader in manufacturing commercial ovens used throughout North America. The role of the Technical Support Representative is to provide technical assistance to service providers through diagnosing and troubleshooting problems with technicians over the phone and disseminating technical information. The Technical Support Representative must ensure problem resolution and ultimately, customer satisfaction with the equipment while minimizing costs and downtime. The Technical Support Representative is a member of the Service Relations Department and may perform other administrative tasks as required. The Technical Support Representative is reporting to the Customer Service Manager. This is a permanent role available immediately.

Responsibilities

• Respond to service partner calls over the phone; diagnose, troubleshoot and resolve problems, daily for anglophone service partners located outside of Quebec.
• Maintain and update knowledge of equipment, failure modes and repair procedures.
• Assist technical group by providing field input and design assistance as appropriate.
• Participate in regular training, ensuring technical and service skills are up-to-date and at the level required for the position.
• Address areas of technical concern with Project Managers.
• Provide support of service call dispatch workflow (as required).
• Support Parts team with part identification as required.
• On-call technical support Tuesdays and Wednesdays from 5:30PM to 10PM, alternating every 4 weeks.

Requirements

• Technical background and/or electromechanical diploma from an accredited college.
• Two or more years of hands-on experience with repairing, assembling or testing of electromechanical equipment and/or appliances is required.
• One year of technical customer support experience.
• Ability to read and understand an electrical schematic such as may be found in an appliance, industrial control or manufacturing environment.
• Be able to read, understand and explain electrical wiring schematics and mechanical assembly drawings.
• Ability to visualize issues as described by service technicians over the phone, leading to accurate diagnosis and resolution.
• Have strong troubleshooting abilities of mechanical assemblies and machinery as well as electrical components and wiring.
• Demonstrate a strong service focus.
• Candidate should be well organized and capable of multitasking in a dynamic environment.
• Willingness to be flexible in work schedule.
• Good computer skills, and ability to use Outlook, Excel and Word effectively to perform duties.
• Excellent communication skills, verbal and written in English to communicate with 99% anglophone service partners located outside of Quebec daily.
• Functional in French (verbal and written).
• Spanish will be an asset.

What We Offer

Why apply through Brunel? Finding the next step in your career can be a full-time job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with onboarding. We'll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.