Technical Support and Customer Service Specialist

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role overview

Technical Support and Customer Service Specialist

Job Summary

The Technical Support and Customer Service Specialist is an experienced technician in the industrial field who enjoys working with customers and has robust troubleshooting and commissioning experience. This person provides technical support, coordinates after-sales services, and prepares quotations for replacement parts and services for Tekna systems installed worldwide. They act as a liaison between customers, operations, and engineering to ensure proper system operation and customer satisfaction.

Responsabilities

Provide first-line technical customer support for troubleshooting and problem resolution.

Act as the primary point of contact for technical, service, and spare parts inquiries.

Prepare quotations for services and spare parts while supporting aftermarket sales activities.

Contribute to product validation, testing, and feedback activities.

Improve support, documentation, knowledge management,



and customer experience processes.

Develop and maintain technical procedures, troubleshooting guides, and service documentation.

Analyze recurring customer issues and identify opportunities to improve product reliability and service efficiency.

Qualifications

- DEC (College Diploma) in Mechanical Engineering, Electrical Engineering, Industrial Maintenance, or other relevant training.

3 to 5 years of experience in technical support, field service, commissioning, maintenance, or a technical customer support role.

Experience coordinating technical activities involving multiple stakeholders (an asset).

Experience preparing quotations, service proposals, or customer-facing technical documentation (an asset).

Professional proficiency in French and English to communicate with our international customers.

Ability and willingness to travel internationally approximately 15-30% of the time to support installations and customer service activities.

📌 Technical Support and Customer Service Specialist (Sherbrooke)
🏢 Tekna Group
📍 Sherbrooke