Client Services Specialist

Norsat International; Richmond; On-site; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

RRSP program

Professional development fund

On-site parking

Employee events

Job summary

Norsat International Inc. is seeking a Client Services Specialist to support customers and internal teams by providing technical product assistance, troubleshooting, training, and service coordination for satellite communications and microwave technology products.

The successful candidate will act as a trusted resource throughout the product lifecycle, ensuring timely issue resolution, accurate documentation, and an exceptional customer experience.

Qualifications

• Diploma or Bachelor's degree in Electronics, Electrical Engineering, Telecommunications, Engineering Technology, or a related discipline.
• Minimum 1 year of customer service, technical support, product support, or related experience.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a customer-focused approach.

Responsibilities

• Serve as a primary point of contact for customer product and technical support inquiries.
• Develop and maintain comprehensive product reference materials to support customer and internal technical inquiries.
• Provide technical assistance and troubleshooting support for Norsat products via phone, email, ticketing systems, and virtual meetings.
• Manage and track customer support requests through the company ticketing platform, ensuring timely resolution and follow-up.
• Deliver product training to customers, partners, and internal teams.
• Provide occasional field support for product training, installations, and troubleshooting activities.
• Investigate product issues and coordinate solutions with Engineering, Quality, and Operations teams.
• Diagnose equipment failures and recommend appropriate repair or replacement actions.
• Prepare detailed and accurate Return Material Authorization (RMA) reports and service documentation.
• Act as a liaison between customers, Engineering, Sales, and Quality teams to facilitate issue resolution.
• Create and maintain technical support documentation, knowledge base articles, user guides, and Field Service Bulletins.
• Support product testing and quality assurance initiatives as required.
• Recommend technical solutions that align with customer requirements and operational needs.
• Contribute to continuous improvement initiatives that enhance service quality and customer satisfaction.
• Perform other related duties as assigned.

Skills

Customer service

Technical support

Troubleshooting

Technical communication

Ticket management

RF systems

Satellite communications

Documentation

Education

Diploma in Electronics / Electrical Engineering Technology

Bachelor's degree in Electronics / Electrical Engineering

Tools

Oscilloscopes

Spectrum analyzers

Signal generators

Multimeters

RF test equipment

Ticketing systems

Job description

Norsat International Inc., founded in 1977, is a leading provider of innovative communication solutions that enable the transmission of data, audio, and video for remote and challenging applications. Norsat’s products and services include customizable satellite components, portable satellite systems, maritime solutions, and network solutions. The company’s products and services are used extensively by telecommunications services providers, emergency services and homeland security agencies, military organizations, health care providers, news organizations, and Fortune 1000 companies.

Why Join Norsat International Inc.?

We have an innovative and outstanding team of industry professionals who drive our ongoing success at Norsat International Inc. We strive to offer a supportive, inclusive and nurturing environment that helps our employees expand their careers and reach their highest potential.

Summary

Norsat International Inc. is seeking a Client Services Specialist to support customers and internal teams by providing technical product assistance, troubleshooting, training, and service coordination for our satellite communications and microwave technology products.

The successful candidate will act as a trusted resource for customers throughout the product lifecycle, ensuring timely issue resolution, accurate technical documentation, and an exceptional customer experience. This role works closely with Engineering, Sales, Quality, and Operations teams to support product performance and customer satisfaction.

This position is ideal for a recent graduate or early-career professional with a background in Electronics, Electrical Engineering Technology, Telecommunications, or a related field.

What You’ll Do

• Serve as a primary point of contact for customer product and technical support inquiries.
• Develop and maintain comprehensive product reference materials to support customer and internal technical inquiries.
• Provide technical assistance and troubleshooting support for Norsat products via phone, email, ticketing systems, and virtual meetings.
• Manage and track customer support requests through the company ticketing platform, ensuring timely resolution and follow-up.
• Deliver product training to customers, partners, and internal teams.
• Provide occasional field support for product training, installations, and troubleshooting activities.
• Investigate product issues and coordinate solutions with Engineering, Quality, and Operations teams.
• Diagnose equipment failures and recommend appropriate repair or replacement actions.
• Prepare detailed and accurate Return Material Authorization (RMA) reports and service documentation.
• Act as a liaison between customers, Engineering, Sales, and Quality teams to facilitate issue resolution.
• Create and maintain technical support documentation, knowledge base articles, user guides, and Field Service Bulletins.
• Support product testing and quality assurance initiatives as required.
• Recommend technical solutions that align with customer requirements and operational needs.
• Contribute to continuous improvement initiatives that enhance service quality and customer satisfaction.
• Perform other related duties as assigned.

What You’ll Bring

• Diploma or Bachelor's degree in Electronics, Electrical Engineering, Telecommunications, Engineering Technology, or a related discipline.
• Minimum 1 year of customer service, technical support, product support, or related experience.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a customer-focused approach.
• Experience using customer support or ticket management systems.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Experience preparing technical reports and documentation.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Willingness to provide occasional support outside standard business hours when required.
• Experience with RF systems, satellite communications, microwave technology, or related industries is considered an asset.
• Familiarity with diagnostic and test equipment such as oscilloscopes, spectrum analyzers, signal generators, and multimeters is an asset.

What We Offer

• 100% paid by employer comprehensive health benefits package including medical, dental,life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• On-going training available;
• Flexible hours of work based on position;
• Employee Referral Program;
• Employee Award Program;
• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office: employees are encouraged to have some fun! (i.e. Bring your pet to the office + free weekly badminton nights);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status. This is an on-site position, so relocation will be required. Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit. Unfortunately, we are unable to provide assistance for work authorization.

NOTE: Candidates may be eligible for certain government funding programs. Successful candidates may be required to apply for government grants and be subject to the terms and conditions of such programs. Suitable for new graduates.