Customer Service Technical Representative

Discover an opportunity that deserves your attention!

At Tornatech, our mission is to save lives.

Tornatech is a Quebec-based company that has expanded its reach globally with its fire pump controllers. We have established production plants in Belgium and Dubai, and our products are trusted to keep people safe in some of the world's most prestigious buildings, from the Palm Jumeirah in Dubai to Apple Park in California.

Join us at our brand-new plant in Laval, where customer satisfaction and problem-solving regularly go from theory to practice in our dynamic customer service department. With a team of 10 members, including you, you'll have the opportunity to play a key role in an environment that runs like an electric circuit, with surprises at every turn. You'll be working mainly with American customers. Get ready to grow in a constantly evolving environment!

Here's Tornatech in action! https://www.youtube.com/watch?v=rm9DORnS3lc

Follow us on LinkedIn: https://www.linkedin.com/company/tornatech-inc/mycompany/

Benefits :

• Flexible work schedule (day shift)
• Choice: Possibility of working in the office and/or teleworking (the team is mostly teleworking)
• New plant since 2018; modern and bright
• Group insurance and RRSPs with employer participation after 3 months
• Employee assistance program and telemedicine
• Paid vacation during the holiday season
• Very active social committee (go-kart, BBQ, corn maze, bowling, draws, gifts and more)
• Micromarket service with quality products and free coffee

Tasks and responsibilities :

• Assess customer needs and recommend appropriate products;
• Communicate with suppliers as required to obtain pricing and delivery time on components;
• Refer to price lists to bid on controllers and/or parts;
• Assist customers in resolving after-sales service issues and provide ongoing support;
• Answer customer technical questions and provide technical information (drawings, manuals, dimensions) regarding controllers and their installation;
• Consult with engineering on the feasibility of specific customer orders, special parts, etc.;
• Recommend spare parts or modifications required for products that are no longer under warranty;
• Answer customer questions about product technicalities and prices;
• Regularly follow up with customers on the effectiveness of suggested troubleshooting methods, warranty issues, components, replacements, modifications, etc.;
• Coordinate customer payment/credit for service engineer, spare part, addition or modification to controller, all in accordance with warranty terms;
• Communicate regularly with the various departments of the company to obtain the required information or support;
• Perform any other tasks that may be required by your superiors.

Conditions for success :

• Ability to serve a predominantly English-speaking clientele;
• College diploma in Electromechanical, Electronic or Electrical, or Automation and Controls, or equivalent required;
• At least 2 years' relevant experience in a technical role
• Good knowledge of the Microsoft 365 suite;
• Good interpersonal skills;
• Ability to work with minimal supervision;
• Be professional;
• Ability to express ideas clearly both orally and in writing;
• Be meticulous and organized;
• Have a sense of urgency and ability to meet deadlines;
• Good judgment and problem-solving skills;
• Be independent and reliable.
• Customer service experience is an asset;
• Knowledge of an ERP system is an asset.