Product Support Engineer

Wainbee; Richmond Hill; On-site; CAD 70,000 - 95,000; Full time

Job summary

Mécatherm Canada is seeking a Product Support Engineer to act as the primary technical contact for customers and support field service teams. You will deliver proactive health reports, perform remote diagnostics, and guide hotlines while coordinating with sales for opportunities.

The role requires a diploma in Electrical Engineering Technology or Automation & Robotics, 5+ years in a similar role, and experience with Siemens STEP 7, TIA Portal, and Rockwell.

Qualifications

• Diploma in Electrical Engineering Technology or Automation & Robotics Technology or equivalent.
• Minimum 5 years in a similar role.
• Experience with automation implementation (Siemens STEP 7, TIA Portal, Rockwell).
• Knowledge of networks (Ethernet, Profibus, etc.) and drives (SEW and Siemens).
• Ability to read electrical, pneumatic, and mechanical schematics.

Responsibilities

• Provide first-level remote technical support to customers and field teams.
• Visit customers for health checks and assessments (about 20% of time).
• Prepare health reports and analyze alerts to prevent downtime.
• Coordinate with Sales and Service teams for opportunities and on-site support.
• Develop and implement automation retrofit projects remotely when possible.

Skills

Teamwork

Customer focus

Communication

Prioritization

Education

Electrical Eng Tech diploma

Automation & Robotics Tech diploma

Tools

Siemens STEP 7

TIA Portal

Rockwell Automation

Ethernet networking

Job description

Product Support EngineerMECATHERM CanadaRichmond Hill, Canada**Description**Job DescriptionJob DescriptionProduct Support Engineer – Service Control Hub The Product Support Engineer acts as the first technical contact point for customers and supports both field service teams and internal stakeholders. They provide efficient and high-quality remote technical support to customers operating MECATHERM and ABI equipment, ensuring fast issue resolution, minimizing downtime, and contributing to customer satisfaction. Primary Responsibilities Ensure the performance and continuous evolution of the ControlHub: • Contribute to the establishment of alert-handling procedures: classification, response, documentation, and escalation •Implement Customer reports on the health of connected lines • Contribute to the evolution of the MyMecatherm tool (ergonomics, features, etc.) • Assume the role of MyMecatherm Key User • Improve the tool – feedback with the Product Manager • Support, explain, and coordinate Hotliners in the use of MyMecatherm • Visit customers to perform an assessment / health check of their production line (20% of time) Deliver the service offer: • Prepare and deliver proactive health reports to customers • Analyze alerts and anomalies reported through connected services or the hotline • Perform remote diagnostics using a rational approach • Prioritize incidents according to their criticality • Identify deviations that may impact performance or cause breakdowns through MyMecatherm • Proactively inform the customer about alerts and preventive/corrective actions • Coordinate with the Services Sales Representative when a sales opportunity is identified • Coordinate with the intervention team if the need for on-site support is detected • Hotline: advise and guide in resolving the issue or provide a temporary workaround • Hotline: ensure the administrative follow-up of troubleshooting activities • Hotline: manage on-call duties and operational reporting Provide automation support for retrofit projects: • Study, design, develop, and implement automation programs as part of small retrofits that can be performed remotely • Be proactive in proposing automation opportunities or solutions Development of group customer support: • Set up and provide Level 1 support for customers on the group’s solutions Financial Management: • Propose organizational improvements and tools to reduce and streamline processing times • Propose new solutions Qualifications Education & Experience • Diploma in Electrical Engineering Technology, Diploma in Automation & Robotics Technology, or equivalent • Minimum 5 years of experience in a similar role • Experience with automation implementation (SIEMENS, STEP 7, TIA Portal, ROCKWELL) • Knowledge of networks (Ethernet, Profibus, etc.) and drives (SEW and SIEMENS) • Ability to read electrical, pneumatic, and mechanical schematics • Preparation of reports and technical documentation Skills & Abilities • Strong organizational skills • Ability to prioritize tasks and adapt as situations change • Customer-centric approach • Ability to work in a team environment and independently • Excellent written and verbal communication skills • French language is an asset • Proficiency in Microsoft Office Key Qualities for Success • Team player – works collaboratively with field teams, engineering, and sales • Customer-Oriented and Willingness to Support – demonstrates strong commitment to helping customers • Patience – remains calm, methodical, and solution-focused even under pressure We thank all candidates for applying, only those applicants moving forward in the recruitment process will be contacted. At Mecatherm, we are 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”). Mecatherm fully supports the intent of the AODA and its goal of achieving accessibility for Ontarians with disabilities with respect to Customer Service, Information and Communications and Employment.