Technical Support Specialist – 2 – Arborg, Manitoba

Provide advanced technical support to customers and work closely with the Technical Support team to resolve complex issues, strengthen support processes, and mentor Technical Support Specialist – 1 team members. Ensure customer satisfaction and efficient resolution of technical issues.

Responsibilities

Provide advanced technical support to customers by diagnosing and resolving complex technical issues through phone, email, video call, or onsite support when required.

Use troubleshooting tools and methods to test solutions and support efficient technical problem resolution.

Identify opportunities to improve technical support processes, procedures, and standards.

Mentor and train Technical Support Specialist – 1 team members by sharing knowledge, providing guidance, and supporting skill development.

Escalate unresolved or critical technical issues to the appropriate leader while ensuring clear and timely communication.

Collaborate with product development teams by providing feedback on product features, functionality, usability, and customer needs.

Demonstrate accountability under Vidir’s Risk Management System and Continuous Improvement Programs while leading by example.

Travel Requirements
Occasional travel to customer sites is required to provide onsite technical support or perform repairs. Candidates must hold a valid Class 5 Driver’s License and have a valid Canadian passport with the ability to travel internationally when needed.

Qualifications

Customer Service Experience – Prior experience in a customer‑facing role is strongly preferred. You should be comfortable communicating with a wide range of customers and managing expectations professionally, especially in a support or service environment.

Troubleshooting Experience (Non-IT)



– Hands‑on experience diagnosing and resolving mechanical and electrical issues related to HMI (Human‑Machine Interface) systems and machine components. This role does not involve IT support or computer network troubleshooting.

ERP System Knowledge – Experience using Enterprise Resource Planning (ERP) software, such as SAP, Microsoft Dynamics, or similar, is an asset.

Strong Communication Skills – Excellent verbal and written communication skills are essential. You must be able to clearly explain technical issues to customers with varying levels of understanding and document service interactions accurately.

Computer Literacy – Proficiency in using standard office software, including Outlook, Word, and Excel, and the ability to learn and adapt to new programs quickly.

2+ years of previous support or customer service experience in industrial automation, vertical storage systems, or a related field; 5+ years is preferred.

Solid technical, analytical, and problem‑solving skills, particularly in industrial automation systems.

Valid Class 5 Driver’s License and valid Canadian passport with the ability to travel internationally.

Relevant vocational or skilled trades experience, including but not limited to electrical, welding, or metal fabrication.

Industrial Mechanic Millwright certification, Automation Technician certification, or equivalent credentials are considered assets.

Accessibility & Equality Statement
Vidir Solutions Inc. is committed to meeting the accessibility needs of all individuals in accordance with The Accessibility for Manitobans Act and the Manitoba Human Rights Code. If you require accommodation during the recruitment and selection process, please let us know.

Benefits

95% maternity leave top‑up for up to seventeen weeks.

Up to $1,000 annually for mental health practitioner coverage.

Flexible work options to support work/life balance.

Perks such as free tickets to sporting events, financial support for a child’s summer camp, and access to family‑friendly recreational facilities.

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📌 Technical Support Specialist Level 2 (Manitoba)
🏢 Vidir Solutions
📍 Manitoba