Technical Support Specialist Level 1

Vidir Solutions Inc; Arborg; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

95% maternity leave top-up (up to 17 w

Mental health practitioner coverage up

Free tickets to sporting events

Camp/childcare support for summer

Family-friendly events

Competitive salary reviews

Job summary

Vidir Solutions Inc is seeking a Technical Support Specialist - Level 1 in Manitoba, Canada. This hands-on, customer-facing role is the first point of contact for customers seeking support with their vertical storage systems after installation.

You will manage ERP-based service workflows, triage calls, and coordinate dispatch of technicians while guiding customers through troubleshooting guides and escalating complex issues when needed.

Qualifications

• Customer service experience in a customer-facing role.
• ERP software experience (Syteline, SAP or Microsoft Dynamics) used to log service requests.
• Data entry and precise documentation following SOPs.
• Strong verbal and written communication; familiarity with Microsoft Teams is a plus.
• Proficient with standard office software (Outlook, Word, Excel) and calendar tools.

Responsibilities

• Be the first point of contact for support inquiries with a friendly, professional approach.
• Schedule service and coordinate with partners for timely support.
• Maintain detailed records of service requests and technician updates in the ERP system.
• Triages calls, escalating complex issues as needed to senior specialists.
• Uphold HEROICS values in every customer interaction.

Skills

Customer service experience

Verbal and written communication

Data entry

Office software proficiency

Scheduling/coordination

Tools

Syteline ERP

SAP

Microsoft Dynamics

Job description

Vidir Solutions Inc., Elevating Careers and Community

“We rise by lifting others” – Robert Ingersol

Working at Vidir is about more than just being an employee; we work hard and we genuinely care about others while we do it. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level. At Vidir, you’re part of the family and this is our family culture.

What makes a Vidir Hero? Someone who sets and achieves goals, sees creative solutions, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well. With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards in your career as you advance at one of Canada’s Top Small and Medium Business Employers. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays!

Our mission is to “Make the world’s products safely accessible”. We are looking for caring, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s.

“The World needs more of who you were made to be.” – Joanna Gaines

THE OPPORTUNITY

Level up your career as a Technical Support Specialist - 1

This is a hands-on, customer-facing support role—not an IT helpdesk position.

As a Technical Support Specialist – Level 1, you will be the first point of contact for customers seeking support with their vertical storage systems after installation. You’ll play a key role on our Service Team, providing exceptional customer service, managing ERP-based service workflows, and supporting the team by triaging calls, walking customers through existing troubleshooting guides, and escalating complex issues when needed.

Your day-to-day involves answering and escalating calls, coordinating with internal teams, managing Syteline ERP and email-based workflows, scheduling and dispatching technicians, and using the Service Channel work order management system.

Responsibilities

• Act as the first point of contact for support inquiries, providing a friendly, professional experience for every customer.
• Schedule service and coordinate with service partners to ensure timely and organized support.
• Maintain accurate and detailed records of service requests, technician updates, and customer interactions using the ERP system for future reference, reporting, and invoicing.
• Triage incoming calls by identifying the level of support required, resolving what you can and forwarding complex issues to Technical Support Specialists – 2.
• Provide exceptional customer service rooted in our HEROICS values—demonstrating honesty, empathy, responsibility, ownership, inclusion, community spirit, and a commitment to safety in every interaction.

Qualifications

• Customer Service Experience – Prior experience in a customer-facing role is strongly preferred. especially in a support or service environment.
• ERP System Knowledge – Experience using Enterprise Resource Planning (ERP) software, such as Syteline, SAP, Microsoft Dynamics, or similar, is an asset. You’ll use these tools to log service requests, track customer history, and manage workflow.
• Data Entry & Administration – High attention to detail and accuracy in documentation and record keeping is essential. Following existing templates and SOPs to ensure accuracy.
• Strong Communication Skills – Excellent verbal and written communication skills are essential. Experience using Microsoft Teams for calling is an asset.
• Computer Literacy – High proficiency in using standard office software (e.g., Outlook, Word, Excel) and the ability to learn and adapt to new programs quickly is essential for success in this role. Experience using the Outlook Calendar is an asset.

Please note this is a technical support role focused on mechanical and electrical equipment, not an IT helpdesk or network support position.

Accommodations

Vidir Solutions Inc. is committed to meeting the accessibility needs of all individuals in accordance with The Accessibility for Manitobans Act and the Manitoba Human Rights Code. Should you require accommodation during the recruitment and selection process, please let us know.

Love Where you work – Live where you love:

You lift others every day—now it’s time to take your own growth to the next level! At Vidir, we truly care about your family and well-being. We encourage open conversations about work/life balance and offer flexible options to support you.

We regularly review our salary and benefits to ensure we all rise together. Our benefits include a 95% maternity leave top-up for up to seventeen weeks and up to $1,000 annually for mental health practitioner coverage.

We also offer exciting perks like free tickets to sporting events, financial support for your child’s summer camp, and fun, family-friendly events at venues like aquatic centers, theatres, and recreational facilities—because we believe recognition and celebration are part of a great workplace. Our locations offer a unique opportunity to enjoy more time in nature and less time dealing with traffic and city stress. Curious about where we’re located? Just ask! It’s time to rise together and help manufacture a brighter future with us!

Explore our company and products at www.vidirsolutions.com.

Functional Expert

Considered a thought leader on a subject

Innovative

Consistently introduces new ideas and demonstrates original thinking

Job Security

Inspired to perform well by the knowledge that your job is safe

Goal Completion

Inspired to perform well by the completion of tasks

Growth Opportunities

Inspired to perform well by the chance to take on more responsibility