Technical Services Coordinator (L3)

at  MAD Elevator Inc

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS:

• A degree or diploma in Electrical Engineering or equivalent experience
• Experience of 1-2 years in a technical support role, Co-Op or equivalent
• Strong knowledge of electrical systems
• Experience in a manufacturing environment (highly desirable)
• Proficient in MS Office, experience or familiarity with ERP systems (desirable)
• Ability to troubleshoot customer issues and provide effective solutions
• Demonstrated ability to work autonomously
• Excellent communication skills, both verbal and written
• Proactive mindset with the ability to multitask in a fast-paced work environment
• Knowledge of computer hardware and IT networks an asset
• Willing and able to travel within Canada and USA

• Coordinate and resolve customer issues related to defective products and technical challenges promptly and efficiently, ensuring their complete satisfaction.
• Serve as the primary point of contact for both our staff and clients, coordinating technical support activities and addressing inquiries with professionalism.
• Utilize your expertise in Electrical Engineering to analyze and interpret wiring schematics, providing accurate and timely solutions to elevator mechanics’ questions and concerns.
• Configure elevator components such as position indicators, elevator interface units, and touch screens to job-specific requirements, ensuring seamless integration and functionality.
• Investigate project and product history to identify root causes and coordinate the implementation of corrective actions, showcasing your problem-solving abilities.
• Keep customers informed of the progress regarding outstanding queries, providing proactive updates throughout the support process.
• Collaborate with various departments such as sales, engineering, project management and production to obtain timely answers to urgent or complex problems, demonstrating strong interpersonal skills and coordinating efforts for effective resolutions.
• Make recommendations for improved technical support procedures, aiming to reduce help calls and elevate overall customer satisfaction.
• Identify recurring technical deficiencies and contribute to the development of strategies for improvement.
• Work closely with internal staff to educate and train for continuous improvement, fostering a culture of growth and learning.
• Fulfill any other duties assigned, actively coordinating support activities and contributing to the success of the team and the organization.
• Able to lift up to 15lbs; may work in hot areas 5%, noise 0%.
• Ensure adherence to Health and Safety as well as active participation in 5S activities in work area.