ROV Technical Support Representative

Halma p.l.c; Kitchener; On-site; CAD 42,000 - 65,000; Full time

Job summary

Deep Trekker, a leader in underwater robotics, is hiring for a Customer Service & Contact Center Operations role. Based in the Waterloo region, you will support customers and dealers via phone, email, chat, and remote desktop tools, delivering technical assistance.

You will troubleshoot across mechanical, electrical, and software components, collaborate with technicians and engineers, manage service tickets, and ensure timely repairs.

Responsibilities

• 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.
• 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.

Job description

Help us change the world and build a sustainable future

With almost two decades of proven performance, Deep Trekker is one of the largest underwater robotics manufacturers in the world. Delivering cutting-edge vehicles for critical applications in a range of industries, our robotics are built to help inspect and protect the world's underwater assets.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Job Description

Take the plunge

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.

Look for solutions and try to help solve problems. If you can help, do it!

Be Curious

Be the most interested person in the room, not the most interesting.

Be Fast

Make mistakes and learn from them. Deliver fast and iterate.

Push forward and see the opportunities ahead, don't be stopped by a bad outcome.

Be Reliable & Accountable

Do what you say you will do, and know when you are unable to help.

What’s it like to work at Deep Trekker?

Deep Trekker is a high performance team of problem solvers and tinkerers. As global leaders in innovative underwater robotic solutions, the team is built with a collaborative and creative culture with an open door for anyone on the team to bring a new idea to the table.

If you didn't find the role you were looking for, reach out and let us know you're interested in joining the team. We're always open to exploring opportunities with driven and talented individuals.