Technical Client Support
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 a related discipline
- At least 1 year of experience in technical support within a relevant industry
- Strong troubleshooting capability for RF systems and electronic hardware
- Experience using test equipment such as spectrum analyzers, oscilloscopes, and signal generators
- Effective communication skills with a customer-oriented approach
- Familiarity with support ticketing systems and reporting tools
- Ability to produce technical documentation and deliver structured training
- Flexibility to support outside standard working hours when required
- Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit.
Nice To Haves
- Exposure to satellite communication systems and microwave components is considered an asset
Responsibilities
- Develop in-depth knowledge of all Norsat product lines and maintain supporting reference materials for technical inquiries
- Deliver technical assistance to customers and internal Sales teams across multiple product categories
- Oversee and maintain the support ticketing system to ensure accurate tracking and timely resolution
- Provide product training to customers and internal staff, including occasional after-hours support
- Conduct field-based troubleshooting and training activities when required
- Perform diagnostics on returned equipment and determine appropriate repair or replacement actions
- Generate clear and detailed RMA and failure analysis reports
- Act as the primary technical liaison between customers, Engineering, and Sales teams during issue resolution
- Create and update technical documentation, including service bulletins and knowledge base materials
- Assist the Quality team with product validation and testing activities
- Recommend practical technical solutions aligned with customer requirements
- Support additional operational tasks 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
Mid Level
Education Level
Associate degree
