Product Support Engineer

Product Support Engineer – Service Control Hub

The Product Support Engineer acts as the first technical contact point for customers and supports both field service teams and internal stakeholders. They provide efficient and high-quality remote technical support to customers operating MECATHERM and ABI equipment, ensuring fast issue resolution, minimizing downtime, and contributing to customer satisfaction.

Primary Responsibilities

Ensure the performance and continuous evolution of the ControlHub:
• Contribute to the establishment of alert-handling procedures: classification, response, documentation, and escalation
•Implement Customer reports on the health of connected lines
• Contribute to the evolution of the MyMecatherm tool (ergonomics, features, etc.)
• Assume the role of MyMecatherm Key User
• Improve the tool – feedback with the Product Manager
• Support, explain, and coordinate Hotliners in the use of MyMecatherm
• Visit customers to perform an assessment / health check of their production line (20% of time)

Deliver the service offer:
• Prepare and deliver proactive health reports to customers
• Analyze alerts and anomalies reported through connected services or the hotline
• Perform remote diagnostics using a rational approach
• Prioritize incidents according to their criticality
• Identify deviations that may impact performance or cause breakdowns through MyMecatherm
• Proactively inform the customer about alerts and preventive/corrective actions
• Coordinate with the Services Sales Representative when a sales opportunity is identified
• Coordinate with the intervention team if the need for on-site support is detected
• Hotline: advise and guide in resolving the issue or provide a temporary workaround
• Hotline: ensure the administrative follow-up of troubleshooting activities
• Hotline: manage on-call duties and operational reporting

Provide automation support for retrofit projects:
• Study, design, develop, and implement automation programs as part of small retrofits that can be performed remotely
• Be proactive in proposing automation opportunities or solutions

Development of group customer support:
• Set up and provide Level 1 support for customers on the group’s solutions

Financial Management:
• Propose organizational improvements and tools to reduce and streamline processing times
• Propose new solutions

Qualifications

Education & Experience
• Diploma in Electrical Engineering Technology, Diploma in Automation & Robotics Technology, or equivalent
• Minimum 5 years of experience in a similar role
• Experience with automation implementation (SIEMENS, STEP 7, TIA Portal, ROCKWELL)
• Knowledge of networks (Ethernet, Profibus, etc.) and drives (SEW and SIEMENS)
• Ability to read electrical, pneumatic, and mechanical schematics
• Preparation of reports and technical documentation

Skills & Abilities
• Strong organizational skills
• Ability to prioritize tasks and adapt as situations change
• Customer-centric approach
• Ability to work in a team environment and independently
• Excellent written and verbal communication skills
• French language is an asset
• Proficiency in Microsoft Office

Key Qualities for Success
• Team player – works collaboratively with field teams, engineering, and sales
• Customer-Oriented and Willingness to Support – demonstrates strong commitment to helping customers
• Patience – remains calm, methodical, and solution-focused even under pressure

We thank all candidates for applying, only those applicants moving forward in the recruitment process will be contacted.

At Mecatherm, we are committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive and accessible working environment, in accordance with the provisions of the Ontario Human Rights Code (the “Code”) and the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”).

Mecatherm fully supports the intent of the AODA and its goal of achieving accessibility for Ontarians with disabilities with respect to Customer Service, Information and Communications and Employment.