Department: Service
Reports To: Service Supervisor
Employment Type: Full-Time, 8:30am – 5pm (40 hours)
Location: Head Office, 90 Royal Crest Court, Markham, ON L3R 9X6
About Us:
Gentec International is a leading consumer accessories supplier in Canada that aspires to continuously stay on top of international and local market trends, with a specific focus on the imaging, electronics, wireless, audio, sporting goods, and mobile electronics markets. Gentec supplies prominent brand names including Sigma, Manfrotto, Gitzo, Roots, iQ, SanDisk, Zeiss, iShieldz, Energy, Klipsch, Pioneer, Onkyo, Ultralink, Stinger, Alpine and more. Gentec can react quickly to customer’s needs by keeping an incredibly diverse on-hand inventory in our 100,000 square foot warehouse and distribution center providing seamless service across the country. Gentec International is a recognized leader and has been named one of Canada’s Best Managed Companies. We have been in business since 1990 with a client list that includes major CE Retailers, Mass Merchants, and independent Retailers across Canada.
What we’re looking for:
The Service Technical Support Representative will be responsible for managing the day-to-day demands of customer orders from all customer input sources as needed. It will be the Representative’s responsibility to ensure orders flow smoothly and the customers’ requests and demands are attended to in a timely and professional manner. It will also provide a supportive administrative role for the Service Department
Responsibilities:
Responsibilities include, but are not limited to:
- Provide technical and customer support for Gentec products and services, including diagnostics, troubleshooting, repairs, replacements, upgrades, reprogramming, modifications, testing, calibration, and other service-related activities.
- Respond to and resolve customer inquiries related to products, orders, repairs, returns, refunds, shipping, and service support through phone, email, ticketing systems, and in-person interactions, ensuring timely and effective resolution.
- Manage and maintain work orders within Gentec’s ERP (Syspro) repair management system, including updating repair status, issuing parts and labour, preparing customer estimates, and ensuring accurate service records.
- Monitor and manage customer support tickets and mailboxes, ensuring professional, accurate, and timely responses, appropriate escalation or reassignment when necessary, and timely closure of completed cases.
- Coordinate daily operational workflows, including book-ins, book-outs, customer estimates, accommodation requests, service bench submissions, local eCommerce pickup processes, and order management activities.
- Proactively follow up with customers regarding order and repair status, conduct customer satisfaction surveys, and support initiatives to enhance the overall customer experience
- Prioritize and organize daily activities to meet established Key Performance Indicators (KPIs), including turnaround times (TAT), repeat repair rates (CR90), and work-in-progress (WIP) targets.
- Collaborate with suppliers and internal teams to resolve technical issues, obtain technical support, and improve service delivery.
- Maintain accurate records of customer interactions, service activities, technical documentation, training, and development activities, and assist in compiling operational and performance reports.
- Review and maintain order accuracy using internal systems and support the efficient execution of related administrative and operational processes.
- Develop, maintain, and improve customer support resources, including FAQs, standard operating procedures, and best practices for first-contact resolution.
- Support continuous improvement initiatives aimed at enhancing customer satisfaction, service quality, efficiency, collaboration, and cost-effectiveness across the organization.
- Maintain technical knowledge of existing and new products and provide training and guidance to internal personnel as required.
- Plan and schedule work activities, facilitate meetings as required, and provide input into departmental budgets while adhering to approved budget requirements.
- Maintain work and storage areas in a clean, organized, and safe condition.
- Ensure compliance with all Gentec International policies, procedures, standards, applicable legislation, and health and safety requirements, always exercising due diligence.
- Perform other related duties as assigned to support customer satisfaction, operational excellence, and business objectives.
Skills, Knowledge, Qualifications & Experience:
- College / University diploma or degree in Business or Customer service is an asset.
- Bilingual in French and English is required
- One to two years of customer service or retail experience in an in-store environment with eCommerce ordering.
- Excellent communication skills (written and verbal), organizational, interpersonal and time management skills.
- Familiarity with customer service ticketing systems and ecommerce order management system tools is an asset.
- Strong knowledge of customer service best practices and principles for both voice and online interactions with customers.
- Proficient computer skills including Microsoft Office applications: Word, Excel, PowerPoint, Teams, and Outlook.
- Must be legally eligible to work in Ontario
What We Offer:
- Competitive Compensation
- On-Site Gym
- Extended Health Benefits
- RRSP Package
- Employee Discounts
- A friendly and supportive “Gentec family” atmosphere where your contributions are recognised and awarded
Other
We invite you to join us by forwarding your resume to [email protected] (please quote Service Technical Support Representative – STSR072026 in subject line).
We are committed to an inclusive, barrier-free work environment and recruitment and selection processes. Accommodations are available upon request for candidates taking part in all aspects of the recruitment process.
We thank all applicants for considering a career with us; however, only those selected for an interview will be contacted.
Pay: $18.50-$20.00 per hour
Benefits:
- Casual dress
- Disability insurance
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Store discount
- Vision care
Work Location: In person
