ROV Technical Support Representative
- Kitchener, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Ever wondered what it's like working for one of the largest underwater robot manufacturers in the world? Deep Trekker is a local high tech company and we're growing again! Take a virtual ride with some awesome robots, hear from our team, and learn why Deep Trekker is the right team for you.
Responsibilities
Customer Support & Troubleshooting
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Responsibilities
Customer Support & Troubleshooting
- Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
- Support diagnostics and troubleshooting across mechanical, electrical, and software components - including Tier 3 networking-related issues. Training on Tiers 1, 2 and 3 provided.
- Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
- Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
- Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.
- Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
- Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
- Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
- Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.
- Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
- Assist with data entry, part orders, and service scheduling in alignment with customer needs.
- Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.
- Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
- Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
More about this job
Responsibilities
Provide technical support to customers and dealers by diagnosing product issues, managing support tickets and repairs, and coordinating with technicians, engineers, and production teams. Maintain product and service documentation, support training and order processes, prepare repair quotes and invoices, and develop toward pre-sales and Sales Engineer responsibilities.
Requirements
The posting does not specify formal education, certifications, or years of experience; it identifies the role as entry level and provides training for Tier 1, 2, and 3 support. The role calls for customer communication, troubleshooting across mechanical, electrical, software, and networking issues, accurate CRM and ERP work, and participation in rotational on-call support.
Skills
- Customer Support
- Technical Troubleshooting
- Mechanical Diagnostics
- Electrical Diagnostics
- Software Diagnostics
- Networking
- Remote Desktop Support
- Ticket Management
- CRM Documentation
- Product Knowledge
- Customer Training
- ERP Systems
- Quoting and Invoicing
- Service Scheduling
- Cross-Functional Collaboration
- Technical Demonstrations
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Technology
- Engineering
- Sales
- Manufacturing
Keywords
- Deep Trekker
- Pipe Trekker
- Underwater Robots
- Customer Support
- Technical Assistance
- Troubleshooting
- Mechanical Components
- Electrical Components
- Software
- Networking
- Remote Desktop Tools
- Support Tickets
- Customer Repairs
- CRM
- Product Performance Data
- Online Training
- ERP System
- Quotes
- Invoices
- Spare Parts
- Service Scheduling
- On-Call Support
- Pre-Sales Support
- Technical Demonstrations
- Sales Engineering
- Product Configuration