ROV Technical Support Representative

Halma plc•Kitchener, ON

2d•Onsite

About The Position

Ever wondered what it's like working for one of the largest underwater robot manufacturers in the world? Deep Trekker is a local high tech company and we're growing again! Take a virtual ride with some awesome robots, hear from our team, and learn why Deep Trekker is the right team for you. At Deep Trekker we are agile, passionate, and innovative. We dream it and then do it together by learning, collaborating and reinventing what’s possible.

Requirements

Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
Support diagnostics and troubleshooting across mechanical, electrical, and software components—including Tier 3 networking-related issues.
Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.
Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.
Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
Assist with data entry, part orders, and service scheduling in alignment with customer needs.
Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.
Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.

Responsibilities

Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
Support diagnostics and troubleshooting across mechanical, electrical, and software components—including Tier 3 networking-related issues. Training on Tiers 1, 2 and 3 provided.
Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.
Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.
Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
Assist with data entry, part orders, and service scheduling in alignment with customer needs.
Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.
Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.