Product Support Representative

Position Title: Product Support Representative

Location: Mississauga, ON (full-time, on-site position).

Department: Global Sales Support

About Us

For over forty years, PML Sound International has set the standard for innovation and technology in loudspeaker and electronics manufacturing. We are a vertically integrated designer, manufacturer, and distributor of high-end, luxury consumer electronics. Our focus is on providing the best in luxury performance and value, while continually pushing the boundaries in design and quality throughout our brands.

Position Overview

We are seeking a Product Support Representative to support our distributors and dealers across the globe. Reporting to the Senior Manager of Global Sales Support, you will be responsible for providing exceptional support and communication to the outside sales team and all distributors, dealers and customers via email and telephone. This role bridges technical consumer electronics support, order fulfillment, and logistics coordination.

As an employee of PML Sound International, you are responsible for, but not limited, to the following tasks:

Roles And Responsibilities

Customer and Partner Support

• Point of contact for domestic and International partners, dealers, distributors, and end users.
• Provide customer engagement in a positive and appropriate manner.
• Handle customer complaints/issues by providing solutions, often with a goal of providing First Person Resolution to ensure customer satisfaction.
• Manage incoming and outgoing calls as part of the support phone queue.
• Provide support with troubleshooting of all consumer electronics and loudspeaker brands.
• Comfortable with using AI tools.
  
  

Order Processing and Issue Resolution

• Review and enter purchase orders into the database, validating details and processing payments.
• Provide inventory status, communicate availability and delivery time.
• Obtain freight rates and solutions for shipment options.
• Investigate into shipping and processing error to determine course of actions.
• Manage transmission of outbound and inbound orders through EDI.
  
  

System Administration

• Update and maintain customer database functions.
• Issue returns, service tickets and shipping labels .
• Enter and log details into company database and service log.
  
  

General Support and Collaboration

• Acquire knowledge of company product and procedures.
• Liaise with various departments and colleagues to coordinate orders and shipments.
• Work closely with all warehouses to execute and complete all shipments smoothly.
• Perform other related duties to meet the ongoing needs of the organization as assigned by your supervisor.
  
  

Qualifications & Experience

• Industry Experience: 4–6 years in Consumer Electronics with formal training in electronics, system installation, and integration.
• Education: Post-secondary education preferred.
• Technical Skills: Proficient in Microsoft Office and Google G-Suite; strong ability to troubleshoot, resolve practical problems, and handle complex variables.
• Core Competencies: Creative, quick learner, detail-oriented, highly organized, and capable of multitasking in a fast-paced environment.
  
  

Personal Characteristics

• Communication: Exceptional written and verbal communication skills.
• Work Style: Collaborative team player who can also work independently with minimal supervision.
• Organization: Strong time management, data organization, and multi-tasking abilities.
• Mindset & Reliability: Eager to learn, adaptable, highly reliable, and holds a strong attendance record.
  
  

Equal Opportunity Employer

Paradigm Electronics Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

As part of the Fighting Against Forced Labour and Child Labour in Supply Chains Act (the "Act"), Paradigm Electronics Inc. will not employ any children under the age of 15, by taking special precautions to safeguard the health, security, and rights of persons under the age of 18 and ensure that they do not perform any hazardous work. We are committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified applicants must be legally eligible to work in Canada and, where applicable, possess a valid work or study permit that allows the candidate to fulfill the requirements of the role.