Customer Support Technician

At ProAll, we believe there’s a better way to pour concrete - a simpler, eco-friendly way that takes the waiting times and logistics problems out of the equation. We’re passionate about making mobile concrete mixers that exceed expectations. We’ve been doing it for over 50 years.

ProAll leads the mobile mixer industry through our exceptional in-house research and development, engineering and production team. We are proud to offer the most advanced volumetric mixers in the world.

The Customer Support Technician position plays a crucial role in helping customers resolve technical issues and providing excellent support. The Customer Support Technician will assist customers with equipment training and troubleshoot issues either in person, or via phone, video, or instant messaging. Additionally, warranty related issues and problem solving will also play into this role.

Duties and responsibilities

• Conduct periodic mixer calibrations and on-site training, including scheduling, pre-communication emails, reporting, and direct engagement with customers via phone or email
• Provide customer support through various channels, including phone, email, video chat, or in person, addressing technical queries related to mixer operations, troubleshooting, calibration, and maintenance
• Conduct periodic on-site troubleshooting and field support to address operational issues or deficiencies on ProAll mixers
• Support training programs, contribute to curriculum development, and conduct training sessions in a classroom setting, either on-site or at a location chosen by the customer
• Thoroughly register all support and warranty issues using applicable software
• Investigate and assist in identifying necessary parts for repairs in response to customer issues
• Collaborate with team experts to investigate and resolve mechanical, hydraulic, and electronic system problems
• Facilitate communication between teams to ensure timely resolution of technical support calls, delivering the highest quality customer care
• Contribute to the creation of custom how-to guides, videos, and training materials
• Address and resolve customer complaints promptly
• Document equipment, service, and safety-related failure information
• Provide technical reports and communication on all repetitive mixer deficiency issues and customer feedback
• Manage warranty and RMA paperwork, including sales orders, packing slips, and shipping labels as required
• Collaborate closely with engineering and QC to address quality issues, mixer deficiencies, and drive continuous improvement for enhanced customer satisfaction

Qualifications

• Possess a valid trade certificate or a minimum of 3-5 years of relevant trade experience
• Mechanical/Electrical Technologist/Technician, C.E.T. certification is an asset
• Proficient computer skills, including expertise in MS Office business applications (Experience with Syspro is an advantage)
• Experience with hydraulic circuits, electric controls, and mechanical design considered a strong asset
• Troubleshooting expertise in hydraulic and electrical circuits is highly valued
• Proactive approach in addressing customer issues
• Exceptional multitasking abilities, effective task prioritization, and meeting deadlines
• Strong written and verbal communication, analytical, and organizational skills
• Excellent mathematical and mechanical aptitude
• Willingness to travel about 25% of the time both domestically and internationally
• Must possess a valid Canadian passport
• Ability to thrive in a fast-paced, quality-production environment
• Ability to work both independently and collaboratively within a team

Working conditions:

Able to work either indoors or outdoors in the elements for long periods of time. Periods of sitting at a desk and working on a computer Work hours are Monday to Friday: Day shift generally between the hours of 7:00am – 5:00pm Management reserves the right to adjust hours as needed with reasonable notice.

Physical requirements: Stand or sit for long periods of time Walking on cement floors or uneven ground