Technical Support Specialist- Fire Pump Controllers

Tornatech; Laval; Hybrid; CAD 42,000 - 68,000; Full time

Benefits offered by this job

Flexible schedule

Office/teleworking options

Modern plant

Group insurance and RRSPs

Employee assistance program and tele-m

Paid vacation during holiday season

Active social committee

Micromarket and free coffee

Job summary

Tornatech INC in Laval, Quebec, is seeking a Technical Customer Service specialist to diagnose issues, advise on solutions, and support installation and operation of Tornatech fire pump controllers.

You will collaborate with Engineering, Production and Sales to support a predominantly North American customer base, applying hands-on electrical knowledge to ensure timely resolutions and customer satisfaction.

Qualifications

• Strong understanding of electrical systems, electrical schematics, control panels, and troubleshooting.
• College diploma in Electromechanical, Electronic or Electrical, or Automation and Controls, or equivalent required.

Responsibilities

• Provide technical support to customers regarding operation, installation, troubleshooting, and maintenance of Tornatech fire pump controllers.
• Analyze electrical and control system issues and recommend technical solutions.
• Answer technical questions related to electrical diagrams, manuals, wiring, controller configurations, and product specifications.
• Work closely with the Engineering department to validate special applications, custom solutions, and technical feasibility.
• Recommend replacement parts, upgrades, or modifications for existing equipment.
• Assist customers in diagnosing field issues and follow up to ensure successful resolution.
• Coordinate warranty evaluations and technical service requests.
• Communicate with suppliers to obtain pricing and lead times for electrical components.
• Prepare quotations for controllers and spare parts using company pricing tools.
• Collaborate with internal departments to ensure timely resolution of customer requests.
• Perform any other related duties assigned by management.

Skills

Electrical systems

Electrical schematics

Control panels

Troubleshooting

Education

Electromechanical

Electronic or Electrical

Automation and Controls

Tools

Microsoft 365

Job description

Discover an opportunity that deserves your attention!

At Tornatech, our mission is to save lives.

Tornatech is a Quebec-based company that has expanded its reach globally with its fire pump controllers. We have established production plants in Belgium and Dubai, and our products are trusted to keep people safe in some of the world's most prestigious buildings, from the Palm Jumeirah in Dubai to Apple Park in California.

Join our Technical Customer Service team at our brand-new Laval facility, where your electrical and troubleshooting expertise will make a real difference. In this role, you won't simply answer customer questions - you'll become a trusted technical advisor, helping customers diagnose issues, recommend solutions, and support the installation and operation of Tornatech fire pump controllers.

Working alongside a team of experienced technical specialists, you'll collaborate closely with Engineering, Production, and Sales while supporting a predominantly North American customer base. If you're passionate about electrical systems, troubleshooting, and solving technical challenges, this opportunity is for you.

Here's Tornatech in action! https://www.youtube.com/watch?v=rm9DORnS3lc

Follow us on LinkedIn: https://www.linkedin.com/company/tornatech-inc/mycompany/

Benefits

• Flexible work schedule (day shift)
• Choice: Possibility of working in the office and/or teleworking (the team is mostly teleworking)
• New plant since 2018; modern and bright
• Group insurance and RRSPs with employer participation after 3 months
• Employee assistance program and telemedicine
• Paid vacation during the holiday season
• Very active social committee (go-kart, BBQ, corn maze, bowling, draws, gifts and more)
• Micromarket service with quality products and free coffee

Tasks and responsibilities

• Provide technical support to customers regarding the operation, installation, troubleshooting, and maintenance of Tornatech fire pump controllers.

• Analyze electrical and control system issues and recommend appropriate technical solutions.

• Answer technical questions related to electrical diagrams, manuals, wiring, controller configurations, and product specifications.

• Work closely with the Engineering department to validate special applications, custom solutions, and technical feasibility.

• Recommend replacement parts, upgrades, or modifications for existing equipment.

• Assist customers in diagnosing field issues and follow up to ensure successful resolution.

• Coordinate warranty evaluations and technical service requests.

• Communicate with suppliers to obtain pricing and lead times for electrical components.

• Prepare quotations for controllers and spare parts using company pricing tools.

• Collaborate with internal departments to ensure timely resolution of customer requests.

• Perform any other related duties assigned by management.

Conditions for success

• College diploma in Electromechanical, Electronic or Electrical, or Automation and Controls, or equivalent required;

• Strong understanding of electrical systems, electrical schematics, control panels, and troubleshooting.

• Minimum of 2 years of experience in a technical electrical, automation, controls, or industrial equipment environment

• Good knowledge of the Microsoft 365 suite;

• Good interpersonal skills;

• Ability to work with minimal supervision;

• Be professional;

• Ability to express ideas clearly both orally and in writing;

• Be meticulous and organized;

• Have a sense of urgency and ability to meet deadlines;

• Good judgment and problem-solving skills;

• Be independent and reliable.

• Customer service experiences an asset;

• Knowledge of an ERP system is an asset.