Customer Service / Field Technician

Vortex-Aquatic-Structures-International

Pointe-Claire

Hybrid

CAD 55,000 - 75,000

Full time

5 days ago

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Benefits offered by this job

Hybrid work schedule

Training reimbursement

Health and dental benefits

RRSP matching

On-site gym and parking

Buddy onboarding

Job summary

Vortex Aquatic Structures International in Pointe-Claire, QC is seeking a Customer Service / Field Technician to support our Technical Support team. The role blends hands-on field service with remote troubleshooting in a hybrid setup.

You'll diagnose mechanical and electrical issues, guide repairs, supervise installations during peak seasons, train operators, and document cases in ERP/CRM. Travel up to 50% during busy periods.

Qualifications

DEP in Electromechanics or equivalent technical training.
Hands-on troubleshooting, maintenance, and repair of mechanical and electrical equipment.
Reading and interpreting mechanical and electrical drawings.
Strong analytical and problem-solving skills with a practical approach.
Excellent communication and interpersonal skills; ability to explain technical information clearly.

Responsibilities

Provide technical support to customers, contractors, and installers by phone and email, diagnosing and resolving mechanical and electrical issues.
Troubleshoot controllers, pumps, piping, water systems, and aquatic play equipment; perform on-site repairs when needed.
Travel to customer sites during peak season to assist with commissioning, installation supervision, troubleshooting, and repairs.
Train facility operators on system start-up, operation, and maintenance.
Document customer requests and technical cases in ERP/CRM.
Coordinate on-site interventions and necessary parts/resources.
Provide feedback on recurring issues and product improvements.
Develop and deliver Certified Installer training and technical documentation.
Support assembly and other teams during slower periods.

Skills

Hands-on troubleshooting

Electrical systems

Mechanical systems

Reading drawings

Analytical problem solving

Communication skills

Multitasking

Languages: French & English

Driver's license

Willing to travel

Education

DEP in Electromechanics

Tools

ERP/CRM familiarity

Job description

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

In this role, you'll provide technical support to customers and installers through a hybrid work arrangement (3 days in the office and 2 days working from home), with opportunities to travel to customer sites during our peak installation season. You'll use your hands‑on technical expertise to troubleshoot equipment issues, guide customers through repairs, support installations and commissioning, and train operators to ensure our aquatic play systems operate successfully.

What You'll Do

Provide technical support to customers, contractors, and installers by phone and email, helping diagnose and resolve mechanical and electrical issues.
Troubleshoot controllers, pumps, piping, water systems, and aquatic play equipment, guiding customers through repairs or performing repairs on‑site when required.
Travel to customer sites during peak season to support equipment commissioning, installation supervision, troubleshooting, and repairs.
Train facility operators on system start‑up, shut‑down, operation, and maintenance.
Document customer requests and technical cases in our ERP/CRM system.
Determine when on‑site intervention is required and coordinate necessary parts and resources.
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

A DEP in Electromechanics or equivalent technical training and experience.
Hands‑on experience troubleshooting, maintaining, and repairing mechanical and electrical equipment.
Good understanding of motors, pumps, electrical components, and control systems.
Ability to read and interpret mechanical and electrical drawings.
Strong analytical and problem‑solving skills with a practical, hands‑on approach.
Good communication and interpersonal skills, with the ability to explain technical information clearly.
A customer‑oriented attitude and genuine interest in helping others solve problems.
Good organizational skills and the ability to manage multiple technical requests.
Fluency in French and English, both spoken and written.
Valid driver's licence and Canadian passport, with the ability to travel internationally as required.

Nice to Have

Experience with plumbing, water treatment, aquatic systems, or industrial equipment.
Experience with equipment commissioning, installation, or field service.
Previous experience providing technical support or training customers.
Familiarity with CRM or ERP systems.

Hybrid Work & Travel Requirements

This position offers a hybrid work arrangement, with 3 days per week at our Pointe‑Claire office and 2 days working from home.

Travel is concentrated during our busier installation season, typically spanning two to three months of the year. During this period, travel may represent up to 50% of working time. Outside these periods, the regular hybrid schedule applies.

Language Requirements

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: