Technical Support Specialist

AESSEAL Inc. • Edmonton, AB

9d • Hybrid

About The Position

This role serves as the primary point of contact for customers, providing technical assistance and ensuring satisfaction throughout the repair process. The specialist will initiate and enter orders, prepare technical quotes, and build strong customer relationships. Collaboration with the engineering department for failure analysis and issue diagnosis is key. The position also involves managing customer accounts, including order processing, shipment tracking, and billing inquiries. Additionally, the role requires operating precision measurement tools, identifying data gaps, and proposing analytical solutions. Submitting and managing customer invoices through online portals and processing credit memos are also core responsibilities. The specialist will act as the liaison between AESSEAL Edmonton and Tennessee Shared Services for finance and administrative coordination. The company emphasizes Health, Safety, Environment, Quality, and Ethical Standards, requiring compliance with group standards, participation in safety training, and conducting business with integrity.

Requirements

• Diploma or degree in Computer Science, or a related technical field preferred. Equivalent combination of technical education and work experience will be considered.
• Minimum 1–3 years of mechanical seals, rotating equipment, or precision industrial repair.
• Demonstrated experience with SAP for order management, documentation, parts tracking, or reporting.
• Experience in a customer-facing or commercial support role in a technical or industrial environment is an asset.
• Background in billing, invoicing, or administrative coordination in a B2B environment.
• Proficiency in SQL and database design; ability to build and maintain structured datasets independently.
• Programming capability in Python, C#, JavaScript, or similar languages applicable to reporting and tool development.
• Strong working knowledge of SAP 4Hana; Microsoft Office suite (Excel, Word, PowerPoint, Outlook).
• Familiarity with business reporting tools (Power BI, Excel advanced, or equivalent).
• Ability to interpret technical drawings, specifications, and repair procedures is a must.
• Self-directed with strong organizational skills; able to manage multiple priorities and meet deadlines.
• Excellent written and verbal communication; able to convey technical information clearly to customers and internal teams.
• High degree of accuracy and attention to detail in both technical and administrative tasks.
• Collaborative mindset with the ability to work across functions and adapt to a shop-and-office hybrid environment.
• Customer-focused with strong relationship-building and problem-solving abilities.
• Ability to sit at a desk and work on a computer for extended periods.
• Manual dexterity for operating precision measurement tools, drafting software, and office equipment.
• Occasional lifting and carrying of materials or components weighing up to 20 lbs.
• Ability to wear personal protective equipment (PPE) as required, including safety glasses, gloves, and protective footwear.
• Willingness to work on the shop floor as needed alongside technicians.

Nice To Haves

• Experience in a customer-facing or commercial support role in a technical or industrial environment is an asset.

Responsibilities

• Serve as the main point of contact for customers, addressing inquiries, providing technical assistance, and ensuring satisfaction throughout the repair process.
• Initiate and enter orders by interpreting customer requirements and drawings to compile accurate bills of materials.
• Prepare technical quotes for repair services based on customer requirements, repair specifications, and engineering recommendations.
• Build and maintain strong customer relationships, understanding preferences and providing personalized service and support.
• Collaborate with the engineering department to conduct failure analysis, diagnose technical issues, and recommend repair solutions.
• Manage customer accounts including order processing, shipment tracking, and billing inquiry resolution.
• Operate precision measurement tools including micrometers, and calipers.
• Identify business data gaps and propose analytical solutions that support management reporting.
• Submit and manage customer invoices through online portals including Open Invoice and similar platforms.
• Process credit memos accurately and in a timely manner in coordination with the finance team.
• Create billing documents and ensure alignment with customer purchase orders and contract terms.
• Serve as the primary point of contact between AESSEAL Edmonton and Tennessee Shared Services for day-to-day finance and administrative coordination.
• Ensure compliance with the group’s Health, Safety, Environment, Quality, and ethical standards.
• Attend and actively participate in safety training sessions, including facility-specific EHS programs.
• Deliver high-quality work and services, follow quality control procedures, and comply with AESSEAL quality management systems.
• Conduct all business activities with integrity, honesty, and professionalism.
• Adhere to AESSEAL group business policies and procedures related to health, safety, environment, quality, and ethical standards.

What This Job Offers

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