Role: Technical Support Specialist
Location: Saskatoon, SK
Schedule: Full Time, Monday to Friday
DBCM is a long-established, family-oriented organization with Canadian offices in Saskatoon, SK and Beloeil, QC. We pride ourselves on being North America’s leading provider of emergency and specialty vehicles. Our mission is to make life better, one relationship and one vehicle at a time, and our vision is to be the partner of choice by delivering exceptional customer experiences through safety, innovation, and empowered employees.
As a Technical Support Specialist with DBCM, you’ll play a pivotal role in delivering top-tier technical and warranty support for Demers and Crestline vehicles across Canada, the United States, and internationally. You will interact directly with customers, service centers, and dealers, ensuring the highest standards of vehicle performance and customer satisfaction. Join Crestline, where we make a difference by providing essential support to the communities we serve.

QUALIFICATIONS

As the Technical Support Specialist, you will bring:

• A professional studies diploma in mechanics or equivalent.
• Minimum of 3 years of experience in remote customer service, ideally in a technical support or automotive setting.
• Bilingualism in French and English is required.
• Knowledge of automotive mechanics, vehicle electrical systems, and troubleshooting techniques.
• Ability to read and interpret technical/electrical plans and maintenance manuals.
• Strong computer skills, including proficiency in Microsoft Office; experience with Oracle or SAP is a plus.
• Excellent problem-solving skills and the ability to handle multiple tasks efficiently.
• Strong organizational skills with a keen attention to detail.
• Ability to work independently as well as part of a team.

As the Technical Support Specialist, you will:

• Provide professional technical support for Demers and Crestline vehicles, including troubleshooting vehicle multiplex and electrical systems, wheelchair lifts, and HVAC systems.
• Assist customers, service centers, and dealers via phone or email, using available technical documentation, diagrams, and instructions.
• Collaborate with managers and engineering teams to resolve complex technical issues and ensure timely solutions.
• Coordinate with vendor technical support to ensure direct assistance for customers when needed.
• Maintain accurate documentation of customer issues, corrective actions, and warranty commitments.
• Approve, process, and file repair invoices for warranty claims.
• Ensure accurate and detailed documentation of customer service issues and technical problems.
• Work closely with the Warranty Coordinator to submit warranty claims to suppliers, ensuring compliance with the necessary guidelines.
• Regularly update customer contact information in the database and ensure vehicle records are current.
• Participate in weekly and monthly Technical Support team meetings to stay aligned with department goals.