Product Specialist

About the Role

Key Responsibilities

• Responsible for following the company's safety policies, procedures, and compliance rules. Ensure that customers requiring technical support are operating in a safe environment.
• Understand customer needs and expectations, provide excellent direct and indirect service and fulfill customer expectations.
• Consult with users to determine hardware, software or system functional specifications by utilizing expert knowledge of application and systems analysis techniques and procedures.
• Support the creation or modification of customer-facing documentation, internal technical documentation, and training material.
• Provide technical support and problem resolution activities.
• Use best-practice customer service tools and techniques to work with individuals and groups in a constructive and collaborative manner.
• Set priorities, perform triage, and know when and how to escalate problems.
• Track and monitor service requests to ensure timely resolution; keep users informed of status.
• Maintain thorough logs to assist the department in continuous systems improvement, track workload and resolve recurring problems.
• Coach users towards independence on common technical practices and procedures; empower users to leverage their technological tools.
• Maintain strict confidentiality of the firm's internal and personnel affairs.
• Perform additional related duties as requested or required.

Requirements

• Bachelor's degree in engineering, or equivalent experience is desired.
• 1 - 5 years' experience in technical support required.
• Ability to read and interpret electrical drawings and schematics.
• Highly versed in controls, control theory and operation.
• Ability to interpret electromechanical designs.
• Competency in navigating industrial networks.
• Understanding of software installations in addition to software/hardware/controls interactions.
• Computer skills to troubleshoot and solve basic computer/controls problems.
• Technical ability to read engineering schematics and advise proper parts needed.
• Excellent communication skills, both written and verbal.
• Strong analytical and problem-solving skills.
• High attention to detail and results.
• Mechanical and technical skills and knowledge.
• Work with customers to define requirements, address technical concerns and provide project status.
• Knowledge of PLC, scales and agriculture is an asset.
• MS Office Proficiency (Word/Excel/PowerPoint/Teams).
• Ability to work within multiple software applications and/or ERP Systems for quoting purposes.
• Proficient in SolidWorks, and/or other CAD programs.
• Knowledge of and experience with Salesforce is an asset.

Nice to Have

• Knowledge of PLC, scales and agriculture is an asset.

Benefits & Perks

• Paid Time Off
• Medical
• Dental
• Vision
• Life and AD&D
• Short Term Disability
• Long Term Disability
• Voluntary Life
• Employee Assistance Program
• Spending Accounts
• 401k with match
• Employee Stock Purchase Plan with match