The Technical Support Technician provides technical support to customers by phone while also assisting the service department with in-shop equipment repairs and diagnostics. This position combines customer support with hands-on mechanical work, making it ideal for someone who enjoys solving technical problems both over the phone and in the shop.
The successful candidate will troubleshoot equipment issues, guide customers through diagnostic procedures, coordinate service requirements, and spend a portion of each day repairing and testing equipment in the shop. Strong mechanical aptitude, excellent communication skills, and a customer-focused attitude are essential.
Duties and responsibilities
- Answer inbound technical support calls and assist customers with diagnosing and resolving equipment issues.
- Guide customers through troubleshooting and repair procedures over the phone.
- Determine when equipment requires shop or field service.
- Document customer interactions, troubleshooting steps, and service recommendations in NetSuite.
- Communicate technical information clearly and professionally to customers.
- Assist customers with parts identification and service-related inquiries.
- Collaborate with service technicians and other departments to resolve complex technical issues.
- Perform diagnostics, repairs, preventative maintenance, and testing on high-pressure cleaning equipment in the shop.
- Verify repairs meet company quality and safety standards.
- Maintain a clean, organized, and safe work area.
- Stay current on product knowledge, technical manuals, and service procedures.
- Follow all company policies and safety procedures.
- Perform other duties as assigned.
Qualifications
· Mechanical aptitude with experience diagnosing and repairing mechanical, electrical, or hydraulic equipment.
· Experience in technical support, equipment repair, or a related customer service role.
· Excellent verbal communication and active listening skills.
· Strong troubleshooting and problem-solving abilities.
· Ability to read and interpret technical manuals, wiring diagrams, and schematics.
· Proficient with computers, Microsoft Office, and service management software (NetSuite experience is an asset).
· Strong organizational skills and attention to detail.
· Ability to work independently and as part of a team.
· Ability to lift up to 50 lbs.
We appreciate all resumes; however, only those selected for an interview will be contacted.
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Dental care
- Vision care
Application question(s):
- Within travel to Sussex New Brunswick
Experience:
- Shipping & Receiving Occupations: 1 year (preferred)
Work Location: In person
