Audio-Visual Technical Support Specialist – Service Department

ADI Pro; Boucherville; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary based on experience

Hands-on experience with professional音

Manufacturer training and professional

Career growth opportunities

Collaborative, innovative work env

Job summary

ADI Pro in Boucherville, Canada, is seeking an Audio-AV Technical Support Specialist to join the Service Department. You will troubleshoot, support customers, manage RMAs, and coordinate parts and inventory while assisting with on-site repairs when needed.

The role requires strong problem-solving, knowledge of professional audio/video gear, and bilingual French/English communication. You’ll work with CRM/ticketing systems and collaborate across teams.

Qualifications

• Strong troubleshooting and problem-solving abilities.
• General knowledge of professional audio/video equipment.
• Excellent written and verbal communication in French and English.
• Organized with attention to detail; manage multiple tickets.
• Experience with CRM/ticketing systems and WordPress CRM is a plus.
• Ability to work independently and with the team.

Responsibilities

• Provide technical support and troubleshooting via Zendesk/email.
• Manage incoming support tickets and follow-ups.
• Inspect, test, and document defective products with RMAs.
• Perform on-site diagnostics and repairs as needed.
• Coordinate RMA cases and part orders; keep customers informed.
• Maintain inventory of replacement parts.
• Update customer/service information in CRM.
• Collaborate with Sales and Service teams to resolve issues.

Skills

Troubleshooting

Audio/Video knowledge

Bilingual FR/EN

Organization

CRM systems

Tools

WordPress CRM

RMA processing

Electronics repair

Inventory management

Job description

Audio-Visual Technical Support Specialist – Service Department

Join the ADI Pro Team

Do you enjoy troubleshooting technology, solving problems, and helping customers get back up and running?

ADI Pro is looking for an Audio-AV Technical Support Specialist to join our Service Department in Boucherville.

This is a hands-on role combining technical troubleshooting, customer support, RMA management, minor product repairs, replacement parts, and inventory coordination. You’ll become an important point of contact for customers who need technical assistance and after-sales support.

Why You’ll Love Working Here

You’ll work hands‑on with professional audio, video, broadcast, streaming, and content creation products from internationally recognized manufacturers.

You’ll continuously expand your technical knowledge, solve a range of challenges day‑to‑day, and work directly with both our customers and our internal team.

We value people who are curious, organized, resourceful, and genuinely enjoy figuring out how things work.

About the Role

Who We’re Looking For

You’re the type of person who likes figuring out why something isn’t working—and finding the solution.

You’re patient when helping someone troubleshoot an issue, comfortable asking the right questions, and able to explain technical information without making it unnecessarily complicated.

You’re also organized. You understand that excellent technical support isn’t just about fixing a problem; it’s about following through, documenting what happened, keeping the customer informed, and making sure nothing falls through the cracks.

We’re looking for someone with at least 1–2 years of relevant experience in technical support, professional AV/audio, electronics, customer service, repair/service operations, or a related technical environment.

Key Responsibilities

What You’ll Be Doing

• Provide technical support and troubleshooting to customers through the ticketing system, Zendesk and email.
• Manage incoming support tickets and ensure customers receive clear, timely follow‑ups.
• Receive, inspect, test and document defective products with approved RMA numbers.
• Perform minor on‑site diagnostics and repairs when appropriate (ie: woofer, tweeter, amp module, capsule, PCB; non‑component level)
• Coordinate RMA cases and keep customers informed throughout the service process.
• Process replacement‑part orders and ensure parts are shipped promptly.
• Maintain replacement parts and service inventory, conduct regular inventory counts, and reorder stock as required.
• Manage and update customer/service information within our ticketing and WordPress‑based CRM systems.
• Maintain accurate service records and documentation.
• Collaborate with our Sales and Service teams to resolve customer issues efficiently.

Required Qualifications

What You’ll Bring

• Strong troubleshooting and problem‑solving abilities.
• General knowledge of professional audio and/or audiovisual equipment.
• Excellent written and verbal communication skills in French and English.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tickets and priorities simultaneously.
• Comfortable working with computers, web‑based platforms and CRM/ticketing systems.
• Ability to work independently while collaborating with the team.

Required Skills & Experience

Experience with the following is considered an asset:

• WordPress‑based CRM/customer account management
• RMA processing
• Electronics troubleshooting or minor equipment repair
• Parts and inventory management

You don’t need to know every product we carry on day one. We’re looking for someone with a solid technical foundation, curiosity, and the ability to learn.

What We Offer

What We Offer

• Competitive salary based on experience and technical expertise.
• Hands‑on experience with professional technologies from world‑renowned manufacturers.
• Ongoing manufacturer training and professional development.
• Opportunities to expand your knowledge across audio, video, broadcast, streaming, and content creation technologies.
• Career growth opportunities within a growing Canadian distributor.
• A collaborative and innovative work environment where your expertise and ideas are valued.