Technical Support Specialist – 2 (Arborg, Manitoba)
As a Technical Support Specialist – 2, you will provide advanced technical support to customers through phone, email, video call, or onsite visits, diagnosing and resolving complex issues. You will work closely with the Technical Support team to improve support processes, mentor junior team members, and collaborate with product development to provide customer feedback.

Responsibilities

Provide advanced technical support and resolve complex technical issues for customers.

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

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

Mentor and train Technical Support Specialist – 1 team members by sharing knowledge and guiding skill development.

Escalate unresolved or critical 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 for onsite technical support or repairs. Candidates must hold a valid Class 5 Driver’s License and a valid Canadian passport with the ability to travel internationally when needed.

Qualifications

Customer Service Experience – Prior experience in a customer‑facing role in support or service environments.

Troubleshooting Experience (Non‑IT)



– Hands‑on experience diagnosing and resolving mechanical and electrical issues related to HMI systems and machine components.

ERP System Knowledge – Experience using ERP software such as SAP or Microsoft Dynamics to log service requests and track customer history.

Strong Communication Skills – Excellent verbal and written communication, able to explain technical issues to customers of varying expertise and document interactions accurately.

Computer Literacy – Proficiency with standard office software (Outlook, Word, Excel) and ability to learn new programs quickly.

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

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

Valid Class 5 Driver’s License and Canadian passport with international travel capability.

Relevant vocational or skilled trades experience (electrical, welding, metal fabrication).

Industrial Mechanic Millwright, Automation Technician, or equivalent certifications (considered assets).

Advantages
We regularly review our salary and benefits to ensure all employees can thrive. Benefits include a 95% maternity leave top‑up for up to seventeen weeks, up to $1,000 annually for mental health practitioner coverage, free tickets to sporting events, financial support for children’s summer camp, and family‑friendly community events.

EEO & Accessibility
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. We welcome applicants from all backgrounds and encourage you to let us know if you require accommodation during the recruitment and selection process.

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