Technical Specialist

Job Description

The Technical Specialist serves as the bridge between our customers, our suppliers, and our internal teams. This role is responsible for providing technical support and after-sales service for the premium products we represent.

Some service requests are straightforward and may involve identifying replacement parts, coordinating with suppliers, and ensuring customers receive timely solutions. Other situations require investigation, troubleshooting, and root cause analysis to determine the source of a technical issue.

Success in this role requires curiosity, patience, strong communication skills, and a genuine desire to help customers find solutions.

Key Responsibilities

• Provide technical support to customers regarding the products represented by Batimat.
• Act as the primary liaison between customers and manufacturers/suppliers.
• Troubleshoot product issues and identify appropriate solutions.
• Investigate complex technical situations to determine root causes and recommend corrective actions.
• Coordinate warranty claims and service requests with suppliers.
• Source and order replacement parts when required.
• Document service cases and maintain accurate records.
• Follow up with customers to ensure satisfactory resolution of issues.
• Build and maintain strong relationships with suppliers and manufacturer representatives.
• Continuously develop technical knowledge of Batimat's product portfolio.
• Contribute to the enhancement of Batimat's after-sales service offering and customer experience.

Qualifications

We are looking for someone who:

• Is naturally curious and enjoys learning new products and technologies.
• Learns effectively through hands-on experience, observation, and practical application.
• Has a strong customer service mindset and enjoys helping people.
• Is solution-oriented and remains focused on finding answers rather than identifying obstacles.
• Demonstrates critical thinking and strong investigative skills.
• Is patient, resourceful, and persistent when faced with complex issues.
• Communicates professionally and effectively with customers, suppliers, and colleagues.
• Is organized and capable of managing multiple service cases simultaneously.
• Works well independently while also collaborating with team members.

Preferred Qualifications

• Experience in technical support, service coordination, troubleshooting, construction products, plumbing, kitchen and bath products, or a related field.
• Mechanical aptitude and comfort working with technical documentation.
• Experience working directly with customers and suppliers.
• Bilingualism (French and English) is considered an asset.

Additional Information

Working Conditions

• Full-time, on-site position
• 40 hours per week (8:30 AM to 5:00 PM, Monday to Friday)
• Base salary: $45,000 per year
• Profit-sharing eligibility after the first full year

Benefits

• Group insurance after a 3-month probation period
• 15 days of paid vacation per year
• 3 personal/sick days per year
• On-site gym and showers
• Tire change service offered twice per year
• Healthy snacks and coffee
• Employee Assistance Program (nutritionists, legal services, psychologists, coaches, financial advisors)
• Retirement savings plan (RRSP)
• Insurance and wellness program
• Accessible location (near Orange Line metro)
• Parking available
• Positive work environment with a strong team spirit

Company Culture and Values

• Embracing challenges: we operate in a competitive market and strive to stand out
• Teamwork in a human-sized environment
• Autonomy and trust to make decisions
• Opportunity to make a tangible impact

Probation Period

3 months:

• Demonstrate autonomy in learned tasks
• Show efficiency, consistency, and strong productivity

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.