Electrical Engineering Technologist | Product Support Specialist

XSENSOR Technology Corporation; Calgary; On-site; CAD 45,000 - 60,000; Full time

Job summary

XSENSOR Technology Corporation is seeking a Customer Support Specialist to enhance the customer experience with their innovative products. This role involves providing technical support, product training, and troubleshooting, ensuring customer satisfaction through effective communication and problem resolution. Ideal candidates will have a technical diploma and experience in customer support, ready to contribute to a leading company in medical equipment manufacturing.

Qualifications

• At least 1 year of experience in electronics and/or software customer support roles.
• Experience with phone and email customer support.
• On-site/customer-facing support experience is an asset.

Responsibilities

• Assist in the setup of software and hardware products.
• Troubleshoot and resolve usability or technical issues.
• Provide training via virtual meetings and on-site.

Skills

Technical Support

Customer Service

Troubleshooting

Communication

Education

Technical diploma in electronics, mechatronics, IT, or equivalent

Tools

Salesforce.com

Job description

Electrical Engineering Technologist | Product Support Specialist

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XSENSOR Technology Corporation is the world leader in Intelligent Dynamic Sensing. We develop innovative products for Continuous Skin Monitoring, Human Performance, Design & Safety Testing, and Sleep Improvement. Our systems are used by industry leaders around the world. For more information, please visit XSENSOR.com

Job Description

The purpose of the Customer Support Specialist role is to initiate, maintain, and improve the customer experience with XSENSOR products. Responsibilities include first-line support, quoting, follow-up, product training, and troubleshooting & problem resolution.

Responsibilities : Technical Support

• Assist in the setup of software and hardware products, providing clarity to FAQs and troubleshooting from basic to advanced issues.
• Troubleshoot and resolve usability or technical issues related to product setup or usage.
• Coordinate the return materials authorization process for issues that cannot be resolved remotely and require product return.
• Provide quotes for new sales leads received via web, email, or phone.
• Follow up with new customers to ensure a positive experience.
• Provide training via virtual meetings, phone, and periodically on-site.
• Maintain high proficiency and expertise in XSENSOR products.
• Manage demo system delivery and return to customers.

Return Product Support

• Evaluate returned items to determine root cause and disposition.
• Provide remote or on-site support for usability or technical issues.
• Complete repairs and create internal work orders for repairs or replacements.
• Manage workflow of product returns or replacements.
• Generate quotes and work orders for on- and off-warranty repairs.

On-Site Support (Limited)

• Install systems and provide customer training.
• Support subcontracted installation teams in system setup.

Qualifications & Experience

• Technical diploma in electronics, mechatronics, IT, or equivalent.
• At least 1 year of experience in electronics and / or software customer support roles.
• Experience with phone and email customer support.
• On-site / customer-facing support experience is an asset.
• Experience with case management and CRM software, preferably Salesforce.com.
• Seniority level : Entry level
• Employment type : Full-time
• Job function : Engineering and Information Technology
• Industry : Medical Equipment Manufacturing

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