Service Technician/Customer Service Consultant (Canada)

Cold Jet, LLC; Cambridge; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in dry ice technology is seeking a Customer Service Consultant to ensure customer satisfaction through technical support and on-site installation of equipment. This role blends customer service excellence with hands-on technical expertise, requiring proactive problem-solving and strong interpersonal skills. Join a dynamic team where innovation and initiative are rewarded.

Qualifications

• Minimum of three years' experience in a technical customer service or field service role.
• Proven technical aptitude with hands-on experience in mechanical and electrical troubleshooting.
• Experience selling capital or industrial goods in a business-to-business environment is a plus.

Responsibilities

• Conduct preventative maintenance inspections and repairs for Cold Jet equipment.
• Provide technical training and support to customers on equipment operation and maintenance.
• Collaborate with regional sales managers to identify revenue growth opportunities.

Skills

Technical troubleshooting

Customer service excellence

Analytical skills

Communication skills

Education

Bachelor's degree in Business or Field Service Maintenance

Tools

Multi-meters

CRM applications

Job description

Canada

Job Description

Posted Tuesday, May 27, 2025 at 4:00 AM

Company description

We solve the world’s cleaning and transport cooling problems with products that are environmentally sustainable, do not generate waste streams, and are occupationally safe. Our dry ice cleaning and dry ice production products put recycled CO2 to work - replacing harmful processes with a water-free, waste-free, and chemical-free solution.

Cold Jet is the global leader in dry ice technology. We are growing rapidly and we will continue to maintain our dominant market position by hiring, training, and retaining talented, energetic, and entrepreneurially-minded individuals around the world.

Our Culture

We have built a culture that encourages success and also promotes an environment of innovation and free-thinking. Initiative, hard work and achievement are attributes that we value and they do not go unnoticed.

We set challenging goals for individuals, and our company as a whole, and those that perform and produce results are rewarded, both financially and professionally. The opportunities are limitless for those that take part in steering the company to success and driving the company to further growth.

For more information about Cold Jet, please visit www.coldjet.com.

Position Summary

The Customer Service Consultant (CSC) is the cornerstone of customer satisfaction at Cold Jet, ensuring seamless operation and optimal performance of our dry ice blasting, production, andCO₂ recovery systems. This role demands a unique blend of customer service excellence and hands-on technical proficiency. The CSC will provide expert on-site installation, commissioning, comprehensive training, and troubleshooting & repair support for Cold Jet equipment at customer facilities throughout their assigned territory. This includes leveraging technical skills to diagnose issues, performing repairs, and optimizing equipment performance. Approximately 75% will be dedicated to dry ice blasting customers and 25% will be dedicated to dry ice production equipment and CO₂ recovery system customers. The CSC will not only resolve immediate customer needs but also proactively build robust customer relationships and drive revenue growth within the region. By empowering customers with in-depth knowledge and optimizing their applications, the CSC will become a trusted advisor, identifying opportunities for additional Cold Jet products, parts, and services. This role requires a proactive individual who consistently seeks innovative solutions to enhance both products and processes, ultimately delivering exceptional value to our customers.

Position Responsibilities

Technical Expertise & Customer Support:

• Proactive Preventative Maintenance: Schedule and conduct preventative maintenance inspections to ensure optimal equipment performance and customer satisfaction.
• Diagnose and Resolve Technical Issues: Employ troubleshooting techniques, including the use of multi-meters and other diagnostic tools, to identify and resolve mechanical and electrical issues with Cold Jet equipment, including dry ice blasting, production, and CO₂ recovery systems.
• Perform On-Site Repairs and Maintenance: Conduct minor repairs, maintenance, and upgrades at customer sites, ensuring minimal downtime and maximizing equipment efficiency across all Cold Jet product lines.
• Provide Technical Training: Deliver in-depth training to customers on the operation, maintenance, and optimization of Cold Jet equipment, empowering them to achieve optimal results.
• "Own" Customer Issues and Warranty Work: Take full responsibility for customer requests and warranty work, ensuring 100% satisfaction and maintaining clear communication throughout the process.
• Act as a Technical Resource: Serve as the primary point of contact for technical inquiries, providing expert guidance and support to customers across all Cold Jet product lines.
• Equipment Commissioning and Training: Provide on-site and in-depot commissioning & training for dry ice blasting machines, production equipment, and CO₂ recovery systems.
• Equipment Upgrades: Execute equipment upgrades at our service centers and customer locations.
• Adherence to Safety and Quality: Maintain strict adherence to safety and quality standards in all work related to Cold Jet systems and equipment.

Revenue Generation & Relationship Management:

• Collaborate with Regional Sales Managers: Work closely with the sales team to service customers and identify opportunities for revenue growth within the assigned territory.
• Consultative Sales: Identify customer needs and recommend appropriate Cold Jet solutions, including equipment, parts, accessories, and services.
• Generate Sales Leads: Develop a database of qualified leads through various channels, including referrals, cold calls, and networking.
• Maintain Accurate Records: Utilize Cold Jet’s tech stack systems [Epicor Kinetic (ERP), Cold Jet CONNECT, HubSpot (CRM)] to track customer interactions, sales data, and inventory.
• Maintain Company Assets: Ensure the company vehicle, equipment, and parts inventory are properly maintained for demonstrations, sales, and repairs.
• Represent the Company Professionally: Maintain a professional demeanor and always uphold the company’s reputation.

Position Requirements

Education & Experience:

• Bachelor's degree in Business, FieldService Maintenance, or equivalent experience. Engineering experience is a plus.
• Proven technical aptitude with hands-on experience in mechanical and electrical troubleshooting and repair of industrial machinery.
• Demonstrated ability to use multi-meters and other diagnostic equipment.
• Minimum of three years of experience in a technical customer service or field service role.
• Experience selling capital or industrial goods in a business-to-business environment is a plus.
• Experience with electro-mechanical, hydraulic, and pneumatic equipment, including integrated equipment controls, is highly preferred.

Physical Requirements:

• The role involves physical demands, including the ability to lift, push, and pull up to 50 pounds. This is necessary for on-site installation, equipment servicing, and transporting tools and parts.
• The position may require prolonged periods of standing, walking, bending, and reaching.
• Must have the physical stamina and endurance to work in various field environments and customer locations.

Skill Competencies:

• Considerable technical skills with the ability to diagnose, troubleshoot, and repair mechanical and electrical systems.
• Strong understanding of electrical systems, schematics, and diagnostic tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Customer-focused with a commitment to providing exceptional service.
• Proficient in MS Office Suite and CRM applications.
• Ability to work independently and as part of a team.
• Valid driver's license and ability to drive a company vehicle, including towing a trailer.
• Willingness to travel extensively (50% or more) and work irregular hours.
• Proficient in electrical and mechanical troubleshooting and repair of industrial machinery, including hydraulic and pneumatic systems.
• Ability to interpret technical drawings and electrical schematics.