Technical Service Representative

Purpose of Role

Under the direction of the Manager, the Technical Support position responds to agent’s inquiries and performs a variety of technical duties relating to the Technical Services Department.

Key Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty to a competent level. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Provide technical support for Condair products and services ensuring that all Condair equipment functions correctly and to the satisfaction of the customer. Service support/troubleshooting is provided over the phone, via e-mail, and Video conferencing.
• Identify and resolve technical issues related to BMS and Controls offered by Condair.
• Occasional travel to sites for installation and providing service for Condair products.
• Look at all aspects of any situation, be it from the customers’ point of view or the agents’ while, at the same time, representing the Company and its best interests.
• Provide product information to customers, agents, OEM and house accounts, design engineers, and Condair staff.
• Co-ordinate with Marketing and Sales, Engineering, Production, Purchasing, and Testing regarding specials and irregular orders.
• Travel approximately 20% of the time. A valid driver’s license and passport is required. Must be able to travel within Canada and the US unrestricted.
• Reasonable working knowledge of MS Word, Excel, and Outlook. Experience using database software; SAP experience and exposure to BMS is considered an asset.
• Adhere to Condair’s Quality Assurance and Health and Safety systems.
• Prepare and deliver technical training plans and materials for agents.
• Conduct technical training sessions.
• Submit all necessary reports and documentation, including but not limited to service reports and reports communicating end users’ concerns.
• Other duties as assigned by Management.

Professional Skills, Qualifications, and Competencies

• Education and Experience:
  
  Minimum of 3 years’ experience within the mechanical industry. Experience with humidifiers, dehumidifiers, etc. Technician’s diploma or study in Building Automation System Operation or Electrical Engineering Technologist.
• Language
  
  Skills:
  
  Fluent in English (reading, writing, spoken) required. Can communicate clearly and professionally in writing, in person and over the phone; use language appropriately in variable situations. Demonstrates ability to communicate technically, in writing and verbally.
• Ability to Reason:
  The ability to remain calm and focused under stress, providing technical support over the phone. Tact, courtesy, initiative, and the ability to work efficiently and accurately in an environment of frequent interruptions.
• Computer
  
  Skills:
  
  Intermediate working knowledge of MS Suite, Word, Excel, Outlook, and SharePoint. SAP experience an asset.
• Certificates/Licenses:
  Valid and up to date passport, and ability to travel within North America and internationally is required.

Personal Characteristics

• Teamwork:
  Balances team and individual responsibilities. Exhibits objectivity and openness to other’s views. Gives and welcomes feedback. Offers to help others to achieve common goals.
• Drive:
  Exhibits a drive to do all work required to achieve success. Aims to do the right thing without being told. Works well independently and is self-motivated.
• Ethics:
  Works with integrity and strong morals/ethics.
• Professionalism:
  Approaches others in a tactful manner. Reacts well under pressure and follows through on commitments. Treats others with respect and consideration regardless of their position. Accepts responsibility for own actions and asks for help when needed.
• Safety:
  Observes safety and security procedures. Uses equipment and materials properly and as instructed.
• Dependability:
  Is consistently at work and on time and completes work in a timely manner. Able to deal with change, delays, and unexpected events.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individual…