Customer Support Coordinator

Location:

Salmon Arm, B.C.

Position Type:
Full-time

Department:
Service and Support

Wage Range: $22.00 to $39.61

For over thirty years, Valid has built a reputation as a world-class innovator in high-tech manufacturing. By focusing on exceptional quality and customer service, we develop strong relationships and partnerships with really great companies jointly creating really great products.

Valid designs, engineers, and manufactures, innovative and reliable solutions for a wide range of industries. Our reputation has been built on delivering robust products that are always backed with our exceptional 24/7 customer support.

Our commitment to quality, and our philosophy that great customer service starts with employees who are valued and appreciated, are constantly moving us forward.

The Customer Support Coordinator provides industry leading, fast, efficient, intelligent and courteous product support and training primarily for all applicable designated products manufactured by Valid Manufacturing Ltd.

• Work with a team of skilled individuals who will recognize you for your knowledge, skill, enthusiasm, and passion for your role in our organization.
• Work in a comfortable environment that allows you to get the job done while ensuring that you maintain a healthy work / life balance.
• Support for your personal and professional development needs.
• Salmon Arm is a great, centrally-located, affordable community that offers a wide range of activities for all ages.
• Competitive salary, benefits, and pension plan.

• Receive, triage, and respond to customer inquiries by phone and electronic channels, providing timely, professional support for Valid products.
• Provide technical and component parts support to Original Equipment Manufacturers (OEMs), dealers, and retail customers, conducting product research as needed to resolve inquiries.
• Maintain accurate customer contact records, interaction histories, account notes, and issue tracking through to resolution, keeping customers informed throughout.
• Assist customers with order status, delivery timelines, and shipment inquiries by coordinating internally to provide accurate, up-to-date information.
• Process warranty claims, return requests, and Return Material Authorizations (RMAs), including coordinating inspections, documenting warranty decisions, and ensuring timely resolution.
• Inspect, troubleshoot, repair, service, and install a wide range of Valid products.
• Provide ad-hoc product instruction and deliver formal customer training at customer sites, in classroom settings, or at other venues as assigned.
• Participate in shared after-hours, 24/7 customer support coverage.

• Strong organizational ability, good interpersonal and communication skills.
• Ability to read and understand electrical schematic drawings, technical data sheets and support manuals.
• Uses critical thinking skills to analyze problems systematically, organize information, find root causes and generate options or solutions.
• A strong ability for diagnostics and troubleshooting electromechanical systems.
• An ability to work with limited supervision delivering a high level of customer service and ensuring the quality and accuracy of tasks and challenges assigned.
• Computer literate, experienced with the Microsoft Office suite of products.

• Post‑secondary education or training in an electrical, electronics, hydraulics, pneumatics or automotive/mechanical discipline
• Previous experience providing technical support
• Experience providing on‑site training is an asset
• Valid Canadian Passport to support possible occasional travel to the US

• Office environment
• Normal working hours 7:00am – 3:30pm. Participates for shared 24/7/365 customer support.
• V…