Technical Services Analyst

Wenco (a Hitachi Construction Machinery subsidiary); Richmond; Hybrid; CAD 80,000 - 90,000; Full time

Job summary

Wenco is seeking a Technical Services Analyst in Vancouver, BC with a hybrid work model and remote options for Eastern Canada candidates. You will provide Tier 1 remote and on-site support, and deliver one-on-one and classroom training to clients.

Key duties include handling phone, email and remote access support, maintaining test environments, documenting issues, planning deployments, and contributing to product documentation. Travel will be extensive.

Qualifications

• 3–5 years in user/admin support for enterprise software, mining tech preferred.
• Experience with fleet management or machine health systems.
• Knowledge of Windows networking, virtualization, and Linux/Windows servers.

Responsibilities

• Provide timely phone, email and remote access support for existing customers.
• Maintain duplicate system environments for testing and troubleshooting.
• Document issues through to resolution in the issue tracking system.
• Plan deployments and upgrades; prepare site inspections and reports.
• Train customers in system use, including on-site and classroom settings.
• Triage desk 1st line support and troubleshoot hardware, software and network issues.

Skills

SQL skills

Problem solving

Communication

French/English bilingual

Teamwork

Education

Diploma in Electronics/Engineering/CS/Mechatronics

Tools

OpenTSDB

InfluxDB

GNSS/RTK systems

Wenco hardware platforms

Windows server administration

Job description

We're currently looking for a Technical Services Analyst based in Vancouver, BC (hybrid). We're also open to remote candidates located within Eastern Canada.

The Technical Services Analyst's main responsibility is to provide remote and on-site Tier 1 support to clients. They will also be responsible for providing one-on-one and classroom training to clients.

Key Responsibilities

In Office:

• Provide timely phone, email and remote access support for existing customers
• Maintain duplicate system environments of existing clients for testing and troubleshooting purposes
• Record/document all client issues through to resolution using Wenco’s issue tracking system
• Plan and practice for system implementation and upgrade projects
• Review and contribute to product documentation
• Perform Triage Desk ‘1st line support function’

On Site

• Perform successful implementations and upgrades
• Conduct site inspection and reports in preparation of deployments
• Coordinate resources from mine staff as required
• Provide one-on-one and classroom training on the use and administration of the system
• Troubleshoot software, hardware and network issues

Experience & Knowledge

• Diploma in Electronics, Engineering, Computer Science, Mechatronics, or related field — or equivalent experience, preferably in mining
• 3-5 years in user and admin support for enterprise software, ideally in fleet management, high-precision, or machine health systems
• Experience with mining technology, real-time software, mobile computing, Windows networking, virtual machines, and moderate Linux/Windows server administration
• Strong SQL skills; exposure to OpenTSDB, InfluxDB
• Familiarity with GNSS/RTK systems and Wenco hardware platforms
• Valid driver’s license

Skills & Abilities

• Strong technical, analytical, and problem-solving skills.
• Excellent communication, presentation, and client relationship-building skills.
• Able to work independently or in teams, often in high-pressure, remote site environments.
• Skilled in prioritizing and multitasking to meet customer/business needs.
• Bilingual French/English skills are preferred

Travel

• Extensive travel required (50%+).

Base salary of $80,000 - $90,000, commensurate with experience and qualifications.