Service Technologist

at  Argus Control Systems Ltd

The Service Technologist is responsible for troubleshooting, configuring, and resolving software and hardware issues for horticulture equipment controlled by Argus systems. The technologist is expected to work with a level of independence and be able to provide guidance to technicians but may require occasional support from a senior service technologist or department’ s team lead. A key objective of this role is to foster positive customer relationships by responding to all inquiries in a timely manner with the most accurate information possible using the appropriate media.
There are three levels for the Service Technologist role. Each level requires different levels of skills and competencies, education, and experience.

Duties:

• Act as the initial point of contact and provide timely response for all customer service requests.
• Use effective communication to ensure a positive experience for client interactions
• Diagnose, troubleshoot, configure, and resolve software and hardware issues for horticulture equipment for existing Argus projects in collaboration with technical personnel, business professionals, and clients.
• Process returns merchandise authorizations and standard replacement parts orders.
• Produce and review technical documentation for aftermarket services, training, and improvement initiatives.
• Maintain logs and resolution reports for all service tickets and calls.
• Comply with policies and procedures as specified in the Argus Employee Policy Manual and Quality Management
• Contribute to optimizing Argus products by reporting improvements to the Research and Development Team.
• Support the 24-7 emergency phone line for crop threatening issues on a rotational basis.
• Occasional travel to provide training, sales support, attend trade shows, or other events to promote the Argus brand or maintain customer relationships.
• Work independently with minimum direction from leads for complex technical assignments.
• Perform defined technical tasks and solves problems based on applied science for horticulture industry and technology.
• Coach, mentor, guide and support colleagues to ensure Argus mandate deliverables are met.
• Provide training for the technical and operation specifications of Argus related equipment to customers.
• Assist in process improvement initiatives across the organization.
• Promote and sell Argus parts and services as appropriate during customer interactions
• Use technical expertise to interpret documents and requirements to develop plans, provide guidance and implement actions related to Argus products and systems.
• Other duties that may be assigned.

Critical Skills & Abilities:

• Strong customer service experience. Ability to handle complaints in a professional manner, and able to direct and escalate issues efficiently and effectively.
• Strong communications and interpersonal skills.
• Able to effectively apply basic principles of project management.
• Meticulous and detail oriented.
• Familiar with Microsoft Office Suite, AutoCAD, Jira/Confluence, ERP Systems

Employment Requirements:

• Bachelor of Science in Engineering Technology (or equivalent), or 1+ years of experience and Associate Degree in Engineering Technology (or equivalent)

Argus is committed to creating a diverse and inclusive environment. At Argus, our unwavering commitment is to foster an inclusive and diverse workplace that reflects our global community. We firmly believe that diversity is our greatest strength and cornerstone of our corporate culture. We strive to create an environment where every employee, regardless of their background, identity, or beliefs, feels valued, respected, and empowered to contribute their unique perspectives and talents. We recognize that by celebrating our differences and ensuring equitable opportunities for all, we can unlock the full potential of our teams, driving innovation and growth while making a positive impact on the world. Together, we are dedicated to creating a workplace where every voice is heard, and every individual can thrive, thus making our company and our world a safer, healthier and more productive place.
Persons with disabilities who anticipate needing accommodations can contact hr@arguscontrols.com in confidence. Reasonable accommodations can and will be provided at all stages of the application process and once hired. To apply, please visit our career site at https://arguscontrols.com/careers.
Our benefits package includes Health, Dental, Vision, Life, Critical Illness, Accidental Death and Dismemberment, Travel Insurance, STD, LTD, EAP (Employee Assistance Plan), Company Pension Plan with company contributions and an optional RSP.

• Act as the initial point of contact and provide timely response for all customer service requests.
• Use effective communication to ensure a positive experience for client interactions
• Diagnose, troubleshoot, configure, and resolve software and hardware issues for horticulture equipment for existing Argus projects in collaboration with technical personnel, business professionals, and clients.
• Process returns merchandise authorizations and standard replacement parts orders.
• Produce and review technical documentation for aftermarket services, training, and improvement initiatives.
• Maintain logs and resolution reports for all service tickets and calls.
• Comply with policies and procedures as specified in the Argus Employee Policy Manual and Quality Management
• Contribute to optimizing Argus products by reporting improvements to the Research and Development Team.
• Support the 24-7 emergency phone line for crop threatening issues on a rotational basis.
• Occasional travel to provide training, sales support, attend trade shows, or other events to promote the Argus brand or maintain customer relationships.
• Work independently with minimum direction from leads for complex technical assignments.
• Perform defined technical tasks and solves problems based on applied science for horticulture industry and technology.
• Coach, mentor, guide and support colleagues to ensure Argus mandate deliverables are met.
• Provide training for the technical and operation specifications of Argus related equipment to customers.
• Assist in process improvement initiatives across the organization.
• Promote and sell Argus parts and services as appropriate during customer interactions
• Use technical expertise to interpret documents and requirements to develop plans, provide guidance and implement actions related to Argus products and systems.
• Other duties that may be assigned