Technical Service RepresentativeIMDEX • Kelowna, BC, Canada

Technical Service Representative

IMDEX • Kelowna, BC, Canada

5 days ago

Job type

Full-time

Job description

About the Role

IMDEX is seeking a Technical Service Representative to provide high-quality technical support and consultative services to both established and newly established clients. This role is client-facing, locally focused, and plays a key part in supporting product launches, driving value-based solutions, and strengthening long-term customer relationships. You will act as a trusted technical advisor, combining product expertise, industry knowledge, and customer insight to deliver effective solutions aligned with IMDEX strategy.

Key Responsibilities

Client & Consultative Services

Execute client contact plans to support product launches and ongoing customer engagement
Serve as the first point of contact for client inquiries and complaints, resolving issues or escalating complex matters as needed
Conduct service calls and meetings with clear objectives, using standard materials and consultative questioning
Present IMDEX products and solutions with a strong value proposition aligned to customer needs
Customize solutions and training programs to meet client-specific requirements
Ensure timely and professional resolution of client issues

Technical Service Delivery

Maintain and continuously develop in-depth knowledge of IMDEX solutions

Build technical solutions based on a deep understanding of client pain points and business objectives

Support clients in the effective use of IMDEX technologies

Record all service-related client interactions in ServiceNow

Participate in IMDEX Academy and other training programs

Provide structured feedback to product design teams to support product improvement and innovation

Ensure service delivery and contractual support align with IMDEX commercial, legal, and operational standards

Account Management & Value Selling

Develop strong professional relationships and represent IMDEX positively within the assigned area

Identify revenue growth opportunities within existing accounts

Apply value-selling methodologies to present solutions that align with client business aspirations

Collaborate cross-functionally to deliver seamless customer experiences

Maintain accurate and timely records in CRM systems

Share success strategies, insights, and opportunities across teams

Leadership & Collaboration

Demonstrate accountability, integrity, and constructive challenge at all levels

Build strong partnerships and collaborate effectively across teams

Communicate with confidence, respect, and professionalism

Seek and provide regular feedback to support continuous improvement

Health, Safety, Risk & Compliance

Comply with all IMDEX Quality, Health, Safety and Environment (QHSE) policies

Actively participate in safety meetings and hazard reporting

Promote positive risk and compliance behaviors

Adhere to IMDEX Code of Conduct, local laws, and regulatory requirements

Qualifications & Experience

Essential

Completion of secondary education

Desirable

Experience using Client Relationship Management (CRM) systems

Background in mining, drilling, or related industries

Understanding of drilling optimization, rock knowledge, and data analytics

Familiarity with IMDEX technologies (e.g., Gyros, Fluids)

Previous experience in a technical sales or service role, preferably within the mining industry

Why Join IMDEX?

At IMDEX, our values drive how we work and innovate :

Global Game Changers – Leveraging global expertise to reduce environmental impact and create better outcomes

Forever Curious – Challenging the status quo through technology and innovation

Go Beyond – Delivering exceptional customer experiences and real value

Together We Thrive – Succeeding through collaboration, accountability, and shared success

Interested candidates are encouraged to apply and join a global team shaping the future of mining technology.

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Technical Service Representative • Kelowna, BC, Canada

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