Client Services Specialist

About Us:

Norsat International Inc., founded in 1977, is a leading provider of innovative communication solutions that enable the transmission of data, audio, and video for remote and challenging applications. Norsat’s products and services include customizable satellite components, portable satellite systems, maritime solutions, and network solutions. The company’s products and services are used extensively by telecommunications services providers, emergency services and homeland security agencies, military organizations, health care providers, news organizations, and Fortune 1000 companies.

We have an innovative and outstanding team of industry professionals who drive our ongoing success at Norsat International Inc. We strive to offer a supportive, inclusive and nurturing environment that helps our employees expand their careers and reach their highest potential.

Norsat International Inc. is seeking a Client Services Specialist to support customers and internal teams by providing technical product assistance, troubleshooting, training, and service coordination for our satellite communications and microwave technology products.

The successful candidate will act as a trusted resource for customers throughout the product lifecycle, ensuring timely issue resolution, accurate technical documentation, and an exceptional customer experience. This role works closely with Engineering, Sales, Quality, and Operations teams to support product performance and customer satisfaction.

This position is ideal for a recent graduate or early-career professional with a background in Electronics, Electrical Engineering Technology, Telecommunications, or a related field.

• Serve as a primary point of contact for customer product and technical support inquiries.
• Develop and maintain comprehensive product reference materials to support customer and internal technical inquiries.
• Provide technical assistance and troubleshooting support for Norsat products via phone, email, ticketing systems, and virtual meetings.
• Manage and track customer support requests through the company ticketing platform, ensuring timely resolution and follow-up.
• Deliver product training to customers, partners, and internal teams.
• Provide occasional field support for product training, installations, and troubleshooting activities.
• Investigate product issues and coordinate solutions with Engineering, Quality, and Operations teams.
• Diagnose equipment failures and recommend appropriate repair or replacement actions.
• Prepare detailed and accurate Return Material Authorization (RMA) reports and service documentation.
• Act as a liaison between customers, Engineering, Sales, and Quality teams to facilitate issue resolution.
• Create and maintain technical support documentation, knowledge base articles, user guides, and Field Service Bulletins.
• Support product testing and quality assurance initiatives as required.
• Recommend technical solutions that align with customer requirements and operational needs.
• Contribute to continuous improvement initiatives that enhance service quality and customer satisfaction.
• Perform other related duties as assigned.

What You ll Bring:

• Diploma or Bachelor s degree in Electronics, Electrical Engineering, Telecommunications, Engineering Technology, or a related discipline.
• Minimum 1 year of customer service, technical support, product support, or related experience.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with a customer-focused approach.
• Experience using customer support or ticket management systems.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Experience preparing technical reports and documentation.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Willingness to provide occasional support outside standard business hours when required.
• Experience with RF systems, satellite communications, microwave technology, or related industries is considered an asset.
• Familiarity with diagnostic and test equipment such as oscilloscopes, spectrum analyzers, signal…