Technical Support Specialist
General Cable Technologies Corporation
Waterloo,Ontario,Canadá
4d ago

We are growing and we are looking for superstar talent! If you are an energetic grad looking to start a career in a fast-paced environment with a company that is at the forefront of hi-tech manufacturing innovation, then this job may be for you! In this dynamic role the successful candidate will become the frontline voice of Virtek.

Responsible for technical support for Virtek’s global customer base, the Remote Technical Support Specialist will assist customers in solving complex problems for all Virtek solutions.

You will become an expert in a wide variety of applications such as wood & concrete prefabricated construction, aerospace composites, sheet metal, heavy welded assembly and industrial automation.

  • and you will be working with a great group of people!
  • The Company :

    Virtek products lead in its markets. Virtek is a provider of precision laser-based templating and inspection solutions serving customers in the aerospace, prefabricated construction, transportation and manufacturing and heavy equipment industries.

    These solutions enable customers to produce their products better, faster and at a lower cost.

    Responsibilities

    Front Line Customer Support

  • Answer customer calls : Troubleshoot laser-based projection and inspection systems to get customers back into production as soon as possible.
  • Diagnose / troubleshoot and repair electric, electro-mechanical, mechanical and optical equipment.Monitor Virtek Service email account for incoming support requests.

  • Conduct in house system testing as it relates to troubleshooting customer issues in an effort to provide solutions and work arounds.
  • Provide customers with Virtek product and services recommendations to enable sales and drive revenue.
  • Voice of Customer management : Track and report on common customer problems to identify failure trends.Provide customer product feedback to product management and engineering teams to feed the product development process.
  • Occasional after hours support (nights / weekends).
  • Data Management

  • Ensure customer cases and feedback are logged in SalesForce.com.
  • Maintain proper and accurate records within company CRM / business systems
  • Assist with service-related logistics.
  • Assist with the coordination of field service-related activities.
  • Other

  • Up to 15% international travel for the purposes of on-the-job training and gain relevant industry & Customer experience.
  • Assist within on-site customer service support as deemed necessary.

  • Other duties as required by the customer service manager -
  • o Maintain proper reporting within company CRM / business systems.

    o Update customer service tracking systems.

    o Follow all company quality and safety procedures.

    Qualifications

  • Diploma / Degree in Mechanical, Electrical, Electronics Technology or IT equivalent program (or equivalent experience).
  • Ability to read technical documentation including wiring diagrams.
  • Excellent interpersonal, teamwork and communication skills.
  • Competent in the use of Windows based software including MS Word and Excel.
  • Able to read and comprehend basic computer languages such as G-code, CNC programming, or XML.
  • Fluency in French and / or other languages in addition to English an asset.
  • Self-motivated with the ability to work independently.
  • Willing to travel up to 15% of the time.
  • Possess a valid passport and able to travel internationally.
  • Virtek encourages applications from all qualified candidates. Accommodations are available upon request. Should you need an accomodation at any stage of the recruitment process please contact us at 519-746-7190 ext. 202.

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