ROV Technical Support Representative

Halma plc; Kitchener; On-site; CAD 55,000 - 75,000; Full time

Job summary

Deep Trekker, part of Halma, is seeking a Customer Support Engineer to assist customers and dealers by phone, email, chat, and remote desktop, diagnosing issues across mechanical, electrical, and software domains.

You will work with technicians, engineers, and production teams to resolve complex challenges, manage service tickets, and provide on-call support. Opportunities exist to move into pre-sales and solutions design.

Qualifications

• Experience delivering technical customer support across multiple channels.
• Ability to troubleshoot mechanical, electrical, and software components.
• Familiarity with CRM and ERP tools for case management and invoicing.

Responsibilities

• Communicate with customers and dealers via phone, email, chat, and remote desktop to provide technical assistance.
• Support diagnostics and troubleshooting across mechanical, electrical, and software components, including Tier 3 networking issues.
• Participate in Tier 1–3 training and cross-functional collaboration with technicians, engineers, and production teams.
• Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution.
• Maintain accurate case notes in CRM for traceability and reporting.
• Contribute to product knowledge and documentation for internal teams and customers.

Skills

Customer support

Troubleshooting

CRM utilization

ERP systems

Cross-functional collaboration

On-call support

Tools

CRM system

ERP system

Job description

Ever wondered what it's like working for one of the largest underwater robot manufacturers in the world? Deep Trekker is a local high tech company and we're growing again! Take a virtual ride with some awesome robots, hear from our team, and learn why Deep Trekker is the right team for you.

Responsibilities

• Customer Support & Troubleshooting Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
• Support diagnostics and troubleshooting across mechanical, electrical, and software components—including Tier 3 networking-related issues.
• Training on Tiers 1, 2 and 3 provided.
• Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
• Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
• Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.

Product Knowledge & Documentation

• Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
• Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
• Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
• Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.

Quoting, Invoicing & Systems

• Use Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
• Assist with data entry, part orders, and service scheduling in alignment with customer needs.
• Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.

Professional Development & Growth

• Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
• Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.

At Deep Trekker we are agile, passionate, and innovative. We dream it and then do it together by learning, collaborating and reinventing what’s possible.

Halma is a global group of life‑saving technology companies with major operations in the UK, Mainland Europe, the USA and Asia Pacific. Our purpose is to grow a safer, cleaner, healthier future for everyone, every day. Halma offers career opportunities for both senior leaders and for graduates.We welcome experienced professionals who are inspired by our purpose, who are entrepreneurial and who want to help take our companies to the next level of growth. Our graduate program offers a unique experience to work in the Halma companies across the world. http://www.halma.com