Technical Support at Savaria Corporation – Lincoln, Ontario

Position Overview:

The Technical Support Representative provides best in class customer satisfaction by providing after-sales support, aiding customers and other stakeholders in troubleshooting, service, repair and product replacement. Responding to customer needs and complaints, timely processing and tracking orders, providing product materials and information as requested.

Reports To: Customer Service Manager

Essential Job Functions

• Answer all inquiries (telephone, email, and fax) from stakeholders and customers regarding component parts, warranties and product performance issues, logging all needed information into the Qualio program, as required.
• Create and enter sales orders of replacement parts for shipment and provide Order Acknowledgement to customers and stakeholders.
• Complete Return Materials Authorization’s and other documents needed for the return and inspection of returned goods for further evaluation and assignment.
• Participates in the process for return of undamaged parts, ordered in error to the designated inventory locations.
• Assist with Customer Maintenance process by updating Special Handling Information, setting up new customers in the ERP system and generally maintaining current data in our customer records.
• Expedite customer parts, replacement orders and track orders to allow SMPC to communicate critical information to customers and stakeholders.
• Must be able to liaise with all other SMPC departments and distributors to provide the services most suitable to the customer’s needs, costs, and time constraints.
• Maintain an excellent level of communication with field sales on all aspects of current orders in process.
• Alert management and the quality department, as required, when new failure modes or new trends arise including warranty and performance issues.
• Learn technical and commercial aspects of SMPC’s systems and products.
• Requesting service kits and part numbers to be created as needed.
• Review reports and material planning in Visual to check demand and availability of parts.

Non-essential Job Functions

• Provide back up and relief support to reception for incoming telephone calls.
• Understand, participate, and comply with Span Medical Product’s Health and Safety Program.

Qualifications, Skills and Abilities

• Post-Secondary or High School Diploma plus business courses and /or 3+ years work related experience.
• Fluent in both written and spoken English and possess strong communication skills, as liaison with customers and colleagues is a key focus within the job.
• Must be proficient with Microsoft Office and have the ability to learn other software related to the business processes of Span Medical.
• Must be highly organized with a high level of administrative ability to effectively manage paperwork and meet the deadlines required to provide prompt and efficient service.
• Exceptional customer service focus, anticipating the needs of end users.
• High degree of discretion, confidentiality and exhibit a commitment to teamwork.

Work Environment

• This position is in a professional office environment. Completion of assigned duties routinely requires the use of standard office equipment such as computers, photocopiers and fax machines.

Physical Demands

• Required to listen and verbalize responses to customers and colleagues, use hands and fingers to type quotes, order entry and other forms of communiques to complete their assigned tasks.
• Light lifting (up to 25 lbs.) may be required from time to time.

Position Type/Expected Hours of Work

• This is a full-time position, Monday through Friday, 8:30 am to 4:30pm, with a 30-minute unpaid lunch.