Product Support Representative - Carbonizer

Tigercat | MacDonald Steel • Brantford, ON

4d • Hybrid

About The Position

Tigercat is seeking a highly motivated, driven, and organized Product Support Representative, specializing in Tigercat Material Processing, with a focus on Carbonizer systems. The successful candidate will travel extensively to support installations and commissioning, train operators and dealer technicians, conduct start-ups, troubleshoot technical issues, and help ensure optimal performance and minimal downtime. Daily communication with dealers, our service and engineering teams, and internal leadership will be essential.

Requirements

• Comprehensive understanding of hydraulic, electrical, mechanical, and combustion systems, with strong troubleshooting capability
• Experience with material processing/reduction equipment and practices (e.g., grinders, chippers, screens, conveyors) with direct carbonizer/thermal processing experience strongly preferred
• Post-secondary diploma/degree in a technical field or equivalent experience
• Ability to read and interpret technical drawings, specifications, and tolerance-based documentation.
• Effective English communication skills (both written and verbal) with a pleasant and professional attitude
• Strong customer service skills, with the ability to build positive relationships, respond professionally to customer needs, and support a high standard of service
• Must be a highly motivated, service and team-oriented individual with a high level of initiative, resourcefulness and attention to detail
• Strong computer skills, including Microsoft software applications.
• Adaptability to adapt to changing work environments, frequent travel, and unexpected events.

Nice To Haves

• direct carbonizer/thermal processing experience

Responsibilities

• Support the sales team with new opportunities and ensure appropriate application, permitting requirements (where applicable), equipment deliveries, site readiness, commissioning, and demonstrations
• Educate and support other Product Support Representatives by providing technical guidance, sharing product knowledge, assisting with troubleshooting, and promoting consistent, effective support practices across the dealer and service network
• Deliver training to operators, owners, and dealer technicians on equipment operation, maintenance, and safety
• Assist dealers and field representatives with troubleshooting hydraulic, mechanical and electrical issues, and combustion/thermal processing issues on Carbonizer systems
• Collaborate with engineering, service, quality, technical publications and manufacturing departments to enhance product design and support updates
• Gather, analyze, and report field feedback to identify trends and opportunities for improvement
• Analyze telematics data to monitor equipment performance, identify trends, support troubleshooting, and provide actionable insights to improve uptime, efficiency, and overall product reliability
• Participate in studies and trials related to system productivity, biochar/carbon production, carbon credits, emissions, feedstock performance, and byproducts
• Prepare technical field reports and maintain accurate written and verbal communication
• Participate in regional and national industry events and demonstrations
• Regular travel within the U.S. and Canada, with occasional international travel on short notice

Benefits

• Family-Oriented Company: Lots of social events, BBQ’s, pizza parties and more!
• Competitive Wages and Profit Sharing
• 401k Matching Program
• Skills Development and Training Reimbursement
• Company-Paid Healthcare Benefits and EAP: Your well-being matters. Our healthcare benefits go beyond prescriptions and medications. Take advantage of massages, physiotherapy, vision coverage and more! Plus, our Employee and Family Assistance Program (EAP) offers many exciting free programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree