Customer Service / Field Technician

Colonial Group; Pointe-Claire; Hybrid; CAD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work for eligible roles

Company-paid training and education

Health and dental benefits

RRSP matching

Bonus program

Free on-site gym and parking

Personalized onboarding with a buddy

Job summary

Vortex Aquatic Structures International is seeking a hands-on Customer Service / Field Technician to join our Technical Support team. You will provide on-site and remote technical support, troubleshoot aquatic play installations, and train customers and operators throughout the product life cycle.

You will travel to project sites for commissioning and repairs, inspect installations, and coordinate parts while guiding contractors and customers with clear technical guidance.

Qualifications

• Good general construction knowledge, particularly in plumbing, concrete, and electrical systems.
• Strong mechanical and electrical troubleshooting skills.
• Ability to read technical drawings, including mechanical, electrical, civil, and installation drawings.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to work effectively with contractors, installers, and customers.
• Ability to explain technical information clearly and train others.
• Strong organizational and time-management skills.
• A practical, hands-on approach and positive, team-oriented attitude.
• Fluency in French and English, spoken and written.
• Valid Canadian passport and driver’s licence, with the ability to travel outside Canada as required.

Responsibilities

• Travel to project sites as required for commissioning, installation supervision, repairs, and technical support.
• Inspect installations and commission aquatic water systems.
• Troubleshoot and perform on-site repairs to controllers, pumps, piping, water systems, and play equipment.
• Provide technical guidance to installers, contractors, and customers.
• Train facility operators on system start-up, shut-down, operation, and maintenance.
• Provide remote technical support by phone and email when not in the field.
• Document customer requests and technical cases in our ERP/CRM system.
• Determine when an on-site intervention is required and coordinate required parts.
• Provide feedback on recurring technical issues and potential product improvements.
• Help develop and deliver Certified Installer training and technical documentation.
• Support assembly and other operational teams during slower periods.

Skills

Plumbing

Concrete

Electrical systems

Troubleshooting

Read drawings

Communication

Teamwork

Training others

French and English bilingual

Driver's license

Willing to travel

Passport

Job description

Are you hands-on, technically minded, and looking for a role that takes you beyond the typical workday?

Vortex Aquatic Structures International is looking for a Customer Service / Field Technician to join our Technical Support team.

In this hands-on role, you’ll provide technical support to customers and installers, both on-site and remotely, helping ensure Vortex aquatic play installations are properly installed, commissioned, maintained, and operating successfully. You’ll troubleshoot technical issues, support installations and repairs, train customers and operators, and serve as a trusted technical resource throughout the life of our products.

What You’ll Do

• Travel to project sites as required for commissioning, installation supervision, repairs, and technical support.
• Inspect installations and commission aquatic water systems.
• Troubleshoot and perform on-site repairs to controllers, pumps, piping, water systems, and play equipment.
• Provide technical guidance to installers, contractors, and customers.
• Train facility operators on system start-up, shut-down, operation, and maintenance.
• Provide remote technical support by phone and email when not in the field.
• Document customer requests and technical cases in our ERP/CRM system.
• Determine when an on-site intervention is required and coordinate required parts.
• Provide feedback on recurring technical issues and potential product improvements.
• Help develop and deliver Certified Installer training and technical documentation.
• Support assembly and other operational teams during slower periods.

What You Bring

• Good general construction knowledge, particularly in plumbing, concrete, and electrical systems.
• Strong mechanical and electrical troubleshooting skills.
• Ability to read technical drawings, including mechanical, electrical, civil, and installation drawings.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to work effectively with contractors, installers, and customers.
• Ability to explain technical information clearly and train others.
• Strong organizational and time-management skills.
• A practical, hands-on approach and positive, team-oriented attitude.
• Fluency in French and English, spoken and written.
• Valid Canadian passport and driver’s licence, with the ability to travel outside Canada as required.
  

Proficiency in English is required for this role

as approximately 40% of the responsibilities involve regular communication with customers, contractors, and other stakeholders based in the United States.

Why join Vortex?

At Vortex, innovation, collaboration, and fun are at the heart of what we do. Our work creates opportunities for people to play, connect, and make memories around the world.

We offer:

• The opportunity to shape projects enjoyed by families around the world.
• A collaborative, creative, and supportive culture.
• Hybrid work for eligible roles.
• Company-paid training and education reimbursement.
• Health and dental benefits, telemedicine, Employee Assistance Program, RRSP matching, and bonus program.
• Free on-site gym and parking.
• Personalized onboarding with a dedicated buddy.

At Vortex, we design and manufacture innovative aquatic play solutions enjoyed by communities around the world. If you enjoy solving technical problems, working hands-on, and helping customers succeed, this could be a great opportunity to bring your skills to our team.