Location: Home Office (Preferred: Drummondville, QC; service coverage in Montreal & Quebec City)

Position Summary

We are seeking a skilled and customer-oriented Technical Support Engineer to support our aerial work platform (AWP/MEWP) product line. This role is responsible for delivering technical expertise, troubleshooting, after-sales service, and customer support to ensure high equipment performance and customer satisfaction.

Key Responsibilities

1. Technical Support & Troubleshooting

- Provide remote and on-site technical support to customers and dealers
- Diagnose and resolve issues related to electrical, hydraulic, and mechanical systems
- Handle complex technical cases and provide effective solutions

2. After-Sales Service & Maintenance

- Guide or participate in equipment installation, commissioning, repair, and maintenance
- Support customers with preventive maintenance to improve equipment uptime
- Travel to customer sites when necessary to perform service and repairs

3. Product Support & Training

- Deliver technical training to customers and service teams (structure, systems, operation)
- Develop and update technical documents, service manuals, and operation guides
- Collect field feedback and support product improvements

4. Spare Parts & Warranty Management

- Assist in warranty claims processing and technical evaluation
- Recommend spare parts selection and support inventory planning
- Track key component issues and coordinate with HQ on improvements

5. Customer Communication & Support

- Maintain strong relationships with customers to enhance satisfaction




- Support sales team with technical expertise (product selection, technical clarifications)
- Respond promptly to customer inquiries and service requests

Qualifications

Education

- Bachelor’s degree or diploma in Mechanical Engineering, Electrical Engineering, Automation, or a related field preferred

Experience

- Experience with aerial work platforms or construction equipment (e.g., telehandlers, excavators) preferred
- Prior experience in technical support or after-sales service is an asset

Technical Skills

- Solid knowledge of hydraulic systems, electrical control systems, and mechanical structures
- Robust troubleshooting and problem-solving skills
- Ability to read and interpret electrical schematics and hydraulic diagrams
- Proficient in Microsoft Office tools

Language

- Fluent in English and French (spoken and written)

Additional Requirements

- Strong communication skills and customer service mindset
- Ability to travel and perform on-site service work
- Valid driver’s license

Nice to Have

- Experience with AWP brands such as JLG, Genie, Skyjack
- Experience in technical training or team leadership
- Familiarity with the North American construction equipment market

Key Performance Indicators (KPIs)





- Response time to technical issues
- Customer satisfaction level
- First-time fix rate / resolution rate
- Warranty cost control

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Lieu : Télétravail (de préférence basé(e) à Drummondville, QC ; couverture Montréal & Québec)

Résumé du poste

Nous recherchons un(e) Ingénieur(e) Support Technique / Service Après-Vente motivé(e) et orienté(e) client pour soutenir notre gamme de plateformes de travail en hauteur (AWP). Ce rôle est essentiel pour garantir la performance des équipements, offrir un support technique de qualité et assurer la satisfaction des clients.

Responsabilités principales

1. Support technique et diagnostic

- Fournir un support technique à distance et sur site aux clients et distributeurs
- Diagnostiquer et résoudre les pannes (systèmes électriques, hydrauliques et mécaniques)
- Gérer les cas techniques complexes et proposer des solutions efficaces

2. Service après-vente et maintenance

- Participer ou superviser l’installation, la mise en service, la maintenance et les réparations des équipements
- Accompagner les clients dans l’entretien préventif pour optimiser la disponibilité des machines
- Se déplacer sur site si nécessaire pour effectuer des interventions techniques

3. Support produit et formation

- Dispenser des formations techniques (structure, systèmes, utilisation) aux clients et aux équipes internes
- Rédiger et mettre à jour les documents techniques, manuels d’entretien et guides d’u

📌 Technical Support Engineer (Drummondville)
🏢 Zoomlion Heavy Industry NA
📍 Drummondville