Technical Customer Care Specialist

Job Description

Job Description

Thomson Power Systems (a Regal Rexnord company) is a leading manufacturer of electrical products and systems for use in the Power Generation Industry for over 50 years. We are currently seeking a talented Technical Customer Care Specialist to join our team in Langley, BC.

We are seeking a detail-oriented and experienced Technical Customer Care Specialist to join our team. In this vital role, based from our facility in Langley, BC, the candidate will provide technical support for Automatic Transfer Switches (ATS) via phone, utilizing troubleshooting skills to quickly resolve customer issues, quoting replacement parts, entering parts orders, and assisting with the warranty (RMA) process whilst collaborating with the ATS Engineering and supporting the Customer Care Coordinators with technical quotations.

YOUR MISSION

• Deliver technical support via phone, expertly troubleshooting, diagnosing, and addressing customer issues related to Automatic Transfer Switches (ATS).
• Efficiently handle and resolve all incoming Service Request tickets from initiation to completion, ensuring prompt and effective case management.
• Accurately document all incoming service requests in the case management system, maintaining clarity and precision in records.
• Ensure timely and comprehensive follow-ups on customer inquiries, extending support during emergencies as needed.
• Collaborate proactively with both customers and the ATS Engineering team to facilitate swift responses and expedite case resolutions.
• Channel precise and timely feedback regarding customer experiences and product quality to the Engineering, Production, Service, and Leadership teams.
• Assist Customer Care Coordinators by providing technical quotations and placing orders for replacement parts and modification kits.
• Assist with the warranty (RMA) process by entering and closing RMA intakes
• Engage actively in continuous improvement efforts to enhance efficiency, product quality, and overall customer satisfaction.
• Participate in the rotational schedule for providing technical phone support outside of regular business hours.
• Undertake additional responsibilities as deemed necessary.

ARE YOU THE ONE?

Minimum Qualifications :

Preferred Qualifications :

Location : This position is based at Thomson Power System’s Langley facility, Hybrid schedule with an on-site requirement of 3 days per week in the office.

ABOUT REGAL REXNORD

Regal Rexnord is a $6.5B publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controllers, drives, precision motors, and actuators, controls motion in applications ranging from factory automation to precision tools used in surgical applications.

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments : Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.

Job Types : Full-time, Permanent

Benefits :

Schedule :

Application question(s) :

Experience :

Work Location : In person

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