Customer Experience Representative

Rentokil Initial; Vaughan; On-site; CAD 80,000 - 90,000; Full time

Job summary

IN DEMAND Recruitment & Consulting Inc. is seeking a Technical Support Specialist Industrial Automation for our client in Richmond Hill, ON.

You will provide remote technical support, diagnose equipment and automation issues, and help customers maximize performance and reliability of their production systems. You will troubleshoot across PLCs, networks, drives, and electrical systems, communicating solutions clearly to customers and field teams.

Qualifications

• Diploma in Electrical Engineering Technology, Automation & Robotics Technology preferred.
• 5+ years of technical support, service, or automation experience.
• Hands-on experience with Siemens STEP 7, TIA Portal and/or Rockwell.
• Knowledge of industrial networks including Ethernet and Profibus.
• Experience with industrial drives including SEW and Siemens.
• Ability to read electrical, pneumatic, and mechanical schematics.
• Strong troubleshooting, diagnostic and documentation skills.
• Customer-focused, patient and solution-oriented approach.

Responsibilities

• Serve as primary technical contact for customers needing remote equipment and automation support.
• Analyze alerts, anomalies, and performance issues to identify root causes.
• Perform remote diagnostics and provide corrective actions or temporary workarounds.
• Prioritize incidents based on urgency and impact.
• Prepare proactive equipment health and performance reports for customers.
• Develop and improve alert classification, response, and escalation procedures.
• Support and improve connected-service and remote-monitoring tools.
• Coordinate with field service teams for onsite interventions.
• Identify retrofit opportunities and coordinate with internal teams.
• Maintain accurate documentation and follow-up for troubleshooting activities.
• Participate in on-call support and operational reporting.
• Develop automation programs for smaller retrofit projects to be done remotely.

Skills

Industrial automation troubleshooting

Remote diagnostics

PLC programming/diagnostics

Electrical schematics reading

Communication skills

Microsoft Office

Education

Diploma in Electrical Engineering Technology

Automation & Robotics Technology

Tools

Siemens STEP 7

TIA Portal

Rockwell

Ethernet

Profibus

SEW drives

Job description

IN DEMAND Recruitment & Consulting Inc. is seeking a TECHNICAL SUPPORT SPECIALIST INDUSTRIAL AUTOMATION for our client in Richmond Hill, ON.

Our client is an established industrial automation and equipment manufacturer supporting complex production systems across North America and internationally.

They are looking for an experienced Technical Support Specialist Industrial Automation to provide remote technical support, troubleshoot equipment and automation issues, and help customers maximize the performance and reliability of their production systems.

Permanent | Full Time | On Site

Typical Business Hours Occasional evenings/weekends as required

Compensation Target: $80K $90k/year. Open to hearing from those outside this range.

Who Were Looking For

Youre a technically strong, customer-focused automation professional who enjoys troubleshooting and solving problems. You can confidently diagnose issues remotely, work across PLCs, networks, drives, and electrical systems, and communicate solutions clearly to customers and field service teams.

What You Will Do

• Serve as a primary technical contact for customers requiring remote equipment and automation support.
• Analyze equipment alerts, anomalies, and performance issues to identify root causes and potential failures.
• Perform remote diagnostics and provide corrective actions or temporary workarounds.
• Prioritize technical incidents based on urgency and operational impact.
• Prepare proactive equipment health and performance reports for customers.
• Develop and improve procedures for alert classification, response, documentation, and escalation.
• Support and improve connected-service and remote-monitoring tools.
• Coordinate with field service teams when onsite intervention is required.
• Identify potential service or retrofit opportunities and coordinate with the appropriate internal teams.
• Maintain accurate documentation and administrative follow-up for troubleshooting activities.
• Participate in on-call support and operational reporting.
• Develop and implement automation programs for smaller retrofit projects that can be completed remotely.
• Provide Level 1 technical support for additional automation and equipment solutions.
• Visit customer facilities to perform equipment assessments and production-line health checks, approximately 20% of the time.
• Recommend improvements to support processes, tools, and response times.

Qualifications:

• Diploma in Electrical Engineering Technology, Automation & Robotics Technology, or equivalent.
• 5+ years of relevant technical support, service, or automation experience.
• Hands-on experience with industrial automation platforms, including Siemens STEP 7, TIA Portal, and/or Rockwell.
• Knowledge of industrial networks, including Ethernet and Profibus.
• Experience with industrial drives, including SEW and Siemens.
• Ability to read and interpret electrical, pneumatic, and mechanical schematics.
• Strong troubleshooting and diagnostic skills.
• Experience preparing technical reports and documentation.
• Strong organizational skills with the ability to prioritize changing demands.
• Customer-focused, patient, and solution-oriented approach.
• Ability to work effectively both independently and as part of a team.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office.
• French language skills are an asset.
• Candidates must be legally authorized to work in Canada for any employer, without the need for sponsorship now or in the future.
• Our client is committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive and accessible working environment, in accordance with the provisions of the Ontario Human Rights Code (the Code) and the Accessibility for Ontarians with Disabilities Act, 2005 (the AODA).

We thank all candidates for applying, only those applicants moving forward in the recruitment process will be contacted.

Disclosure of Artificial Intelligence (AI) Use

IN DEMAND Recruitment & Consulting Inc. may use artificial intelligence (AI)-enabled tools to support certain aspects of our recruitment process, including the screening and assessment of applications. These tools are used to assist with organizing, reviewing, and evaluating candidate information and do not replace human judgment or decision-making.

Why is This a Great Opportunity:

Why This Role?
This role combines automation, technical troubleshooting, customer support, and continuous improvement. You’ll have the opportunity to solve complex equipment issues, proactively identify potential failures, support retrofit projects, and help improve the tools and processes used to support customers.