Role overview

Working Hours: Monday – Friday, 8:00 AM – 5:00 PM

Salary: $60,000 – $65,000 CAD

Must be a Canadian Citizen or Permanent Resident (PR)

This role is ideal for a technically skilled professional who enjoys troubleshooting, problem-solving, and helping customers resolve complex equipment issues. You'll provide expert remote support to customers and field technicians while collaborating with Engineering, Sales, Product Development, and Quality teams to improve product performance and customer satisfaction.

If you're passionate about industrial equipment, customer service, and continuous improvement, we'd like to hear from you.

Key Responsibilities

Provide technical support to customers via phone, email, and occasional on-site visits
Troubleshoot and resolve electrical, mechanical, hydraulic, and control system issues on loading dock equipment
Guide customers and field technicians through diagnostic procedures and repair processes
Develop and maintain expert knowledge of company products, specifications, applications, and product updates
Provide technical guidance on installation, operation, maintenance, and repair procedures
Deliver clear, step-by-step troubleshooting instructions to ensure timely issue resolution
Collaborate with Engineering, Product Development, Sales, and Technical teams to investigate and resolve complex technical issues
Perform root-cause analysis using electrical schematics, wiring diagrams, multimeters, and other diagnostic tools
Review and validate control system orders against purchase orders, approval drawings, and technical documentation
Coordinate with Sales and Engineering to resolve technical discrepancies
Maintain accurate records of customer interactions, troubleshooting activities, and technical solutions using CRM software
Support warranty investigations and prepare internal approvals for warranty-related repairs
Prepare technical reports and communicate updates professionally across departments
Contribute to the continuous improvement of service documentation, technical manuals, and support processes

Qualifications

Completion of an Electrical Engineering Technician – Control Systems program or equivalent technical education
Experience supporting loading dock equipment or other industrial machinery
Strong knowledge of electrical, hydraulic, mechanical, and control systems
Excellent troubleshooting, diagnostic, and analytical skills
Strong customer service and communication skills
Ability to explain technical concepts clearly to customers and field technicians
Experience using CRM systems and technical support software
Ability to read and interpret electrical schematics, wiring diagrams, technical manuals, and engineering documentation
Strong organizational skills with the ability to manage multiple priorities
Ability to work independently while collaborating effectively with cross-functional teams

Preferred Qualifications

Experience supporting loading dock equipment, lift equipment, or other material handling systems
Hands-on field service or maintenance experience with industrial equipment
Familiarity with PLC-controlled equipment and industrial control systems
Experience working in a manufacturing or industrial environment
Knowledge of applicable industry safety standards and regulations