Assess customer needs and recommend appropriate products
Communicate with suppliers as required to obtain pricing and delivery time on components
Refer to price lists to bid on controllers and/or parts
Assist customers in resolving after-sales service issues and provide ongoing support
Answer customer technical questions and provide technical information (drawings, manuals, dimensions) regarding controllers and their installation
Consult with engineering on the feasibility of specific customer orders, special parts, etc.
Recommend spare parts or modifications required for products that are no longer under warranty
Answer customer questions about product technicalities and prices
Regularly follow up with customers on the effectiveness of suggested troubleshooting methods, warranty issues, components, replacements, modifications, etc.
Coordinate customer payment/credit for service engineer, spare part, addition or modification to controller, all in accordance with warranty terms
Communicate regularly with the various departments of the company to obtain the required information or support
Perform any other tasks that may be required by your superiors.

Ability to serve a predominantly English-speaking clientele
College diploma in Electromechanical, Electronic or Electrical, or Automation and Controls, or equivalent required
At least 2 years' relevant experience in a technical role
Good knowledge of the Microsoft 365 suite
Good interpersonal skills
Ability to work with minimal supervision
Be professional
Ability to express ideas clearly both orally and in writing
Be meticulous and organized
Have a sense of urgency and ability to meet deadlines
Good judgment and problem-solving skills
Be independent and reliable
Customer service experience is an asset
Knowledge of an ERP system is an asset

Flexible work schedule (day shift)
Possibility of working in the office and/or teleworking (the team is mostly teleworking)
New plant since 2018; modern and bright
Group insurance and RRSPs with employer participation after 3 months
Employee assistance program and telemedicine
Paid vacation during the holiday season
Very active social committee (go-kart, BBQ, corn maze, bowling, draws, gifts and more)
Micromarket service with quality products and free coffee

Customer Service Technical Representative

Key skills