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About the Role
Provide technical support via phone or email to internal OpCo functions by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Respond to situations where first-line product support has failed to isolate or fix problems. Repair and/or update products at the office site. Report design, reliability and maintenance problems or bugs to design engineering/software engineering. Act as the highest level of problem escalation. May develop and conduct technical training for product lines. This role supports customers by scheduling and providing service documentation to field technicians, and maintaining continuous status communication with customers and field technicians.
Responsibilities
- Diagnose, troubleshoot, repair and debug complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
- Respond to situations where first-line product support has failed to isolate or fix problems.
- Repair and/or update products at the office site.
- Report design, reliability and maintenance problems or bugs to design engineering/software engineering.
- Develop and conduct technical training for product lines.
- Cultivate key customer relations to interpret their needs and requirements.
- Ensure scope of work, parts, tools and resources are arranged for field technicians to enable a successful customer experience.
- Bring unique solutions to internal stakeholders, as needed, to meet customer requirements and drive product improvements.
- Complete service administrative tasks, order entry and provide feedback to customers and technicians in a timely manner.
- Manage all Field Technician’s schedules to ensure alignment with technician territory, skillset and customer needs.
- Coordinate with customers to ensure they are informed about needed parts and field service technician’s schedule.
- Drive continuous improvement for technical documents and field related processes.
- Meet aggressive objectives with prioritization skills and ability to recognize/escalate issues appropriately.
- Work closely with a Project Manager to help customers meet their water quality objectives.
- Provide customer guidance through installation and commissioning activities until the provided solution has started and is working as intended.
Requirements
- Post secondary education in relevant field
- 1 – 3 years of industry experience or customer service experience
- Experience working with cross functional teams – Engineering, Sales and Manufacturing Operations to help resolve site specific difficulties.
Skills
- Technical support
- Troubleshooting
- Repairing
- Debugging
- Customer service
- Scheduling
- Coordination
- Communication
Location
- London, Ontario, Canada
Work Type
- Hybrid
Experience Level
- 1-3 years
Education Level
- Post secondary education
Benefits
- Professional onboarding and training options
- Career coaching and development opportunities
- Health benefits
About the Company
- Trojan Technologies, a Veralto company, plays a vital role in making the various stages of the water treatment process more effective and efficient.
- Our products and services have applications across municipal wastewater, drinking water, environmental contaminant treatment, and residential water treatment, along with ultra-purification of water used in food and beverage manufacturing, pharmaceutical processing and semiconductor applications.
- When you join the Trojan Technologies team and the broader Veralto network, you become part of a unique culture where purpose meets possibility: where the work we do makes an everyday impact on the world’s vital water resources, and where you’ll have the power to deepen your skillset, own your ambition, and fuel your career growth.
Equal Opportunity
- At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.