Technical Customer Care Specialist (ATS)

Rexnord; City of Langley; On-site; CAD 68,000 - 75,000; Full time

Job summary

A global industrial manufacturer in Langley, BC seeks a Technical Customer Care Specialist to provide troubleshooting support for Automatic Transfer Switches (ATS). Candidates should have experience with electrical panels and strong communication skills. The role involves managing service requests and collaboration with engineering teams to improve customer satisfaction. This position offers an annual salary between CAD 68,000 and CAD 75,000.

Qualifications

• 1-2 years of experience in electrical panel troubleshooting or field tech experience.
• Ability to interpret electrical drawings and specifications.
• Strong organizational and time management skills.

Responsibilities

• Provide technical support for troubleshooting Automatic Transfer Switches.
• Manage Service Request tickets for timely resolution.
• Collaborate with Engineering for quality feedback.

Skills

Troubleshooting electrical panels

Strong communication skills

Time management

Problem-solving

Education

Technical bachelor’s degree (Electrical Engineering)

Tools

Microsoft Office

Job description

Position: Technical Customer Care Specialist (ATS)

Reports Directly To: ATS Customer Care Manager

Location: Langley, BC, Canada

Salary: $68,000-$75,000 CAD

THE OPPORTUNITY

Thomson Power Systems, a division of Regal Rexnord, is an established leader in designing and manufacturing Power Generation Controls and Switchgear, with our products playing a crucial role in power generation systems worldwide. In this vital role, based from our facility in Langley, BC, the candidate will provide technical support for Automatic Transfer Switches (ATS) via phone, utilizing troubleshooting skills to quickly resolve customer issues while collaborating with the ATS Engineering and supporting the Customer Care Coordinators with technical quotations.

YOUR MISSION

• Provide exceptional technical phone support for troubleshooting, diagnosing, and resolving customer’s concerns with their Automatic Transfer Switches (ATS).
• Effectively manage all incoming Service Request tickets through to resolution in a timely manner to drive efficient case management.
• Create clear and concise records of incoming service requests through the case management system.
• Provide detailed and timely follow-ups to customer requests, including emergency support.
• Work cross-functionally with the customers & ATS Engineering team to drive quick response and efficient case resolution.
• Provide accurate and timely customer and quality feedback to Engineering, Production, Service, and Leadership.
• Provide technical quote support to the Customer care coordinators for replacement parts and mod-kits.
• Actively participate and drive continuous improvement initiatives to increase efficiency, quality, and customer satisfaction.
• On a rotational basis, provide after-hour technical phone support.
• Perform other duties as required.

ARE YOU THE ONE?

Minimum Qualifications

• 1-2 years prior experience testing and troubleshooting electrical panels, and/or field tech experience in the Power management sector
• Ability to interpret electrical drawings and specifications
• Strong communication skills in English (written & verbal)
• Strong computer skills, specifically with Microsoft Office (word & excel)
• Strong organizational & time management skills
• High level of attention to detail
• Self-motivated and team player
• Problem-solving skills

The following are not required but would be considered an asset

• Technical bachelor’s degree (Electrical Engineering) / Diploma of Technology (Electrical) / Journeyman Industrial Electrician’s Trades Qualification Certificate or equivalent related experience
• Experience testing and/or troubleshooting Automatic Transfer Switches
• 1-3 years prior customer-facing experience
• Experience with PLC programming preferred
• Language: Canadian French OR Spanish

About Regal Rexnord

Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controllers, drives, precision motors, and actuators, controls motion in applications ranging from factory automation to precision tools used in surgical applications.

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.