Customer Tool Services Representative

Hilti Canada; Oakville; On-site; CAD 58,000 - 62,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Company pension plan

Paid time off

Parental leave

Employee assistance program

Growth opportunities (international)

Job summary

Hilti Canada in Oakville is seeking a Customer Tool Services Representative to support AMS service delivery by coordinating tool repair and on-demand services, while assisting internal teams by phone and email.

You will handle repair orders, service consultations, warranty exchanges, and related activities, ensuring accurate data and great customer experience for Hilti's clients.

Qualifications

• High School/GED required; Bachelor's Degree preferred.
• Minimum one year of experience in a sales or customer service role.
• Willing to travel internationally for initial training; visa requirements are the candidate's responsibility.
• Bilingual in English & French preferred.
• Proficient in MS Office including PowerPoint, Excel, and Word.
• Proficient in SAP preferred.
• Excellent organizational skills.
• Strong verbal/written communication skills.
• Demonstrated high level of attention to detail.

Responsibilities

• Develop and maintain understanding of the AMS value proposition and offerings; coach team members to reach comprehension.
• Based on direct email and phone requests from Hilti team members, handle the research, processing, and follow-up of activities related to AMS support to include: Tool repair order entry, Tool service consultation, On demand order entry, On demand return process, Tool warranty exchange, Serial number updates and changes, Quote clarification, E-commerce support, Competitor tool trade in.
• Direct customer contact to promote AMS services to our customers and also enhance customer experience.
• Support team members in AMS processes and execution.
• Provide solutions for improving and/or streamlining AMS execution.
• Other duties as needed or assigned.

Skills

Sales

Customer service

MS Office

PowerPoint

Excel

Word

SAP

Bilingual English/French

Attention to detail

Organizational skills

Strong communication

Willingness to travel

Education

High School/GED

Bachelor's Degree

Tools

SAP

MS Office

Job description

The Customer Tool Services Representative position executes operational processes required to deliver the After Market Services (AMS) service offering to Hilti's customers. This is completed by supporting internal team members via phone and electronic communication, managing all aspects of tool repair and on-demand service that support Hilti industry leading services.

What You'll Do

• Develop and maintain an understanding of the AMS value proposition and offerings; coach team members to reach comprehension
• Based on direct email and phone requests from Hilti team members, handle the research, processing, and follow-up of activities related to AMS support to include:
• Tool repair order entry
• Tool service consultation
• On demand order entry
• On demand return process
• Tool warranty exchange
• Serial number updates and changes
• Quote clarification
• E-commerce support
• Competitor tool trade in
• Direct customer contact tool repair and on demand services to promote AMS services to our customers and also enhance customer experience
• Support team members in AMS processes and execution
• Provide solutions for improving and/or streamlining AMS execution
• Other duties as needed or assigned

What You’ll Bring

• High School/GED, required; Bachelor’s Degree, preferred
• Minimum one (1) year of experience in a sales or customer service role
• Participate in the international business travel, to the United States for your initial training. Please note that any travel visa requirements will be your responsibility to obtain and need to be in hand before applying
• Bilingual in English & French preferred
• Proficiency in MS Office including PowerPoint, Excel, and Word
• Proficiency in SAP preferred
• Excellent organizational skills
• Strong verbal/written communication skills
• Demonstrated high level of attention to detail

What’s In It for You

The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skills sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate is for this particular job posting. Please be advised that a different location may result in a different range.

At Hilti, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,000 - $62,000, with bonus of 7.5% at target.

• Medical/Dental/Vision effective the first day of the month following employment
• Team member Only coverage premiums paid by Hilti
• Basic Life, Accident and Disability (AD&D) insurance paid by Hilti
• Business Travel Accident paid by Hilti
• Basic Dependent Life Insurance paid by Hilti
• Option Life, AD&D, and Critical Illness for team member and dependents
• Short-term Disability paid by Hilti
• Registered pension plan with dollar-for-dollar matching up to 5%. Eligible to participate after 12 months of continuous service with immediate vesting
• Generous Paid Time Off policy and holidays including two days to give back to your local community
• Paid parental leave, sabbaticals, military leave
• Up to five days per year of back-up daycare
• Employee Assistance Program (EAP), company-paid wellness screenings
• Opportunities for growth - shift careers, support your professional development, or get assigned to any of the 120+ countries in which we operate

Why Hilti

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Commitment to Inclusion

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Legal Notice

Normal office conditions.

No travel required, occasional domestic travel optional.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.