Customer Support Technician

Job Description:

Job title

Customer Support Technician

Reports to

Customer Service Manager

Revision

0.0

Job purpose

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
• undefinedWorking conditionsAble to work either indoors or outdoors in the elements for long periods of time.Periods of sitting at a desk and working on a computerWork hours are Monday to Friday:Day shift generally between the hours of 7:00am – 5:00pmManagement reserves the right to adjust hours as needed with reasonable notice to Team members.Travel both domestic and international 25 – 50% of timeFrequent interruptions – in-person phone calls, emails, instant messaging, etc.Possible OTPhysical requirementsStand or sit for long periods of timeWalking on cement floors or uneven groundMetricsMeet or exceed duties, responsibilities, and qualifications.SafetySupport and adhere to all company health and safety policies, programs, and procedures.Communicate and promote health and safety awareness to all Team members.Ensure all OH&S legislative requirements are being met and up to date best practices are being used.Direct reportsN/A

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

About Terex:

Terex Corporation is a global leader in specialized equipment solutions, serving essential sectors such as emergency services, waste and recycling, utilities, and construction. Our diversified portfolio positions us in resilient, high-demand markets with strong long-term growth potential.

We design and manufacture advanced specialty vehicles - including fire, ambulance, and recreational vehicles - alongside waste collection vehicles, materials processing machinery, mobile elevating work platforms, and equipment for the electric utility industry. Through our global dealer, parts and service network and true value-creating digital solutions, we deliver best-in-class lifecycle support, helping customers maximize return on investment.

With a strong manufacturing footprint in the United States and operations across Europe, India, and Asia Pacific, Terex combines global reach with local expertise to capture opportunities worldwide. Our strategy is clear: exceed customer expectations, invest in innovation, leverage our diversified portfolio, and deliver consistent, profitable growth for our shareholders.

For more information, please visit www.terex.com.

Additional Information:

We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.  We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce.  Our culture is defined by our Terex Way Values – Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship.  Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members.  To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. If you are a qualified individual with a disability, including disabled veterans, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.  You can request reasonable accommodations by contacting the recruiting department (person or department) at Globaltalentacquisitions@terex.com. 

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.