Customer Support Engineer
About The Position
As a Customer Service Engineer, you will be responsible for leading and supporting the customer service team by troubleshooting and repairing remote satellite communication equipment; providing email & phone support for microwave component customers; evaluating & repairing returned products; and managing a trouble-ticket program for the different business divisions. You are expected to work within a team from other departments within the company to troubleshoot, diagnose, repair, and/or upgrade customer-returned systems or components while spending time interacting with customers to teach, coach, and guide inexperienced operators face-to-face and over the telephone.
Requirements
- Diploma or degree in Electronics, Electrical Engineering, or related field.
- Minimum 1 year of technical support experience in a related industry.
- Strong troubleshooting and diagnostic skills for RF and electronic products.
- Hands-on experience with test equipment such as spectrum analyzers, oscilloscopes, and signal generators.
- Strong communication and customer-facing skills.
- Experience with support ticketing systems and generating analytical reports.
- Proficiency in technical documentation and training delivery.
- Ability to work flexible hours and provide support outside regular business hours when needed.
- Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit.
Nice To Haves
- Familiarity with satellite communication systems and microwave components is an asset.
- Relocation will be required.
Responsibilities
- Understanding all products offered for sales at Norsat. Collate a reference file for each product to support technical inquiries;
- Technical support for all Norsat product to customers and Sales team;
- Manage the ticketing software for support tracking;
- Providing training to customers and Sales team (after business hour support expected);
- Providing field support for training and troubleshooting;
- Providing internal training to employees;
- Diagnosing failures and recommending repair/replace actions;
- Preparing coherent and precise RMA reports for failed units;
- Act as Liaison between Engineering, Sales and the customer to lead troubleshooting actions for various product related issues;
- Writing and maintaining support documentation such as Field Service Bulletins;
- Providing support to the Quality Team on testing;
- Recommending technical solutions to meet customer needs;
- Other duties as assigned.
Benefits
- Paid vacation days
- 5 paid sick days
- 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies)
- RRSP program
- Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations
- 100% reimbursed for job-related training
- Ongoing training available
- Flexible hours of work based on position
- Employee Referral Program
- Employee Award Program
- Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416)
- Leisure areas in the office, employees are encouraged to have some fun! (i.e., ping pong table, foosball, Wii, tabletop games, card games)
- Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
