Technical Client Support in Richmond, British Columbia at NORSAT INTERNATIONAL INC

Summary:

As a Customer Service Engineer, you will be responsible for leading and supporting the customer service team by troubleshooting and repairing remote satellite communication equipment; providing email & phone support for microwave component customers; evaluating & repairing returned products; and managing a trouble-ticket program for the different business divisions. You are expected to work within a team from other departments within the company to troubleshoot, diagnose, repair, and/or upgrade customer-returned systems or components while spending time interacting with customers to teach, coach, and guide inexperienced operators face-to-face and over the telephone.

What You'll Do:

• Develop in-depth knowledge of all Norsat product lines and maintain supporting reference materials for technical inquiries
• Deliver technical assistance to customers and internal Sales teams across multiple product categories
• Oversee and maintain the support ticketing system to ensure accurate tracking and timely resolution
• Provide product training to customers and internal staff, including occasional after-hours support
• Conduct field-based troubleshooting and training activities when required
• Perform diagnostics on returned equipment and determine appropriate repair or replacement actions
• Generate clear and detailed RMA and failure analysis reports
• Act as the primary technical liaison between customers, Engineering, and Sales teams during issue resolution
• Create and update technical documentation, including service bulletins and knowledge base materials
• Assist the Quality team with product validation and testing activities
• Recommend practical technical solutions aligned with customer requirements
• Support additional operational tasks as assigned

What You'll Bring:

What We Offer:

• Paid vacation days;
• 5 paid sick days;
• 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• Ongoing training available;
• Flexible hours of work based on position;
• Employee Referral Program;
• Employee Award Program;
• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office, employees are encouraged to have some fun! (i.e., ping pong table, foosball, Wii, tabletop games, card games);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status.

This is an on-site position, so relocation will be required. Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit. Unfortunately, we are unable to provide assistance for work authorization.