Product Support Specialist

Our client, an office furniture manufacturer located in the west end of Toronto, is looking to add a Product Technical Support person to their team. This position is full-time, permanent and the salary is $55,000 to $65,000 per year, depending on experience. This position is eligible for discretionary salary bonus which may pay up to 5% of base salary (pro-rated for start date in the first year) and profit sharing realized through a Company-match Group RRSP at 3% max.

Position Summary:

Product Technical Support has the overall responsibility of building and maintaining trusting customer relationships and to serve customers effectively and efficiently. Product Technical Support is required to actively engage with the customer to successfully guide them into selecting the best solution for their needs. This means that Product Technical Support is responsible for the re-engineering and modification of standard products using Solid Edge and AutoCAD to meet customers’ specific requirements and outcomes. This position works closely with the Customer Service team, Sales, Marketing, Engineering, Manufacturing, as well as others within Design to interpret customer needs; offer solutions that address specific customer requirements; provide technical support for manufacturability, function, appearance, product application, product offering, and testing and installation of solutions.

This position is accountable to the Engineering Manager for the following outcomes:

• A customer-focused approach where active engagement with the customer builds and maintains trusting relationships; positively contributes to customer satisfaction; and results in superior customer service
• Meeting required quality levels and turnaround times
• Effective collaboration with internal team members to ensure customers are successfully guided to the best solution for their needs
• Ensure the quality of quotations, acknowledgements, and customized product requests, including providing ERP/BOM updates and drawing support

Experience and Knowledge Required:

• Technical degree or diploma, Industrial Design is preferred
• Minimum 2 years’ industry experience within Customer Service, Design or Engineering (preferably in a manufacturing environment)
• A customer-focused individual with demonstrated relationship-building skills
• Good understanding of manufacturing processes, including ERP systems
• Strong commitment to quality and internal processes by using standardized work methods
• Clear communication and effective engagement with others, that motivates and stretches the individual and team talents to achieve higher levels of competency
• Working knowledge of Solid Edge/SolidWorks and AutoCAD, Mastercam, Revit and CET Designer, an asset

Key Attributes Required:

• Pro-active, detail-oriented, customer-focused approach that supports both the external customer and the internal team members
• Able to effectively manage multiple demands and competing priorities
• A self-starting, goal-oriented individual who takes personal accountability and is driven by making meaningful contributions to the achievement of the Company’s vision and objectives in accordance with the Company’s Values
• A “hands-on”, high energy, flexible individual with a collaborative and results-oriented business approach whose solutions contribute to company performance and success
• As required, own or assist with ECN-related updates to documentation, CAD, BOMs, and ERP records.

Specific Outcomes to be Delivered:

Health and Safety

• Work to ensure safe and healthy working conditions and in compliance with health and safety policies. Promote a health and safety culture.

Collaboration

Continuous Improvement

• Build and sustain collaborative and trusting relationships with all departments. Actively support the leadership in achieving strategic priorities and executing business plans.
• Work to grow the CAD program through different techniques that will improve the overall use for all users. Help influence how BOM’s are created through both the Procedure and Work Instructions. Work to support both Engineering and NPD teams on their processes, building skills and knowledge that will help grow individuals.

Customer Service

• Ensure the highest level of customer service is consistently provided in all interactions. Have a demonstrated passion for the customer.

Customized solutions

• Leveraging a solid knowledge base of product families provides the customer with solutions with all needed information by following standardized work methods resulting in customer orders that are correct, complete and on time. Ensures that product solutions pass all required tests (i.e. BIFMA etc.); prepare prototypes to prove the viability of product and associated processes; and to validate that solutions meet both design requirements and the customers’ requirements and specifications. This position is directly accountable to the Engineering Manager for continuously improving the quality of quotations, acknowledgements, and customized products:

Customer Engagement

Actively engage with the customer to successfully guide them into selecting the best solution for their needs. Build and maintain trusting relationships with customers and act as a single point of contact. Work collaboratively with internal team members to successfully manage orders and projects. Partner with Sales & Marketing to share information that may result in exploiting new opportunities to bring profitable business to the organization.

Produce needed technical support

Work closely with Engineering, Production, as well as others within Design to interpret customer needs to offer solutions that address customer needs. Generate needed CAD, BOM and ERP deliverables for the manufacturability of solutions that are within both the customers’ expectations and quality standard.

Please email your resume to scorneil@recruitmentbydesign.com with the wording “Job #1018, Product Technical Support” in the subject line.