Position Summary
As a Technical Support Specialist, you will be the trusted technical expert supporting industry-leading residential and light commercial UV water treatment and filtration products. Working with distributors, contractors, service technicians, end users, and internal teams, you'll provide expert guidance on product selection, installation, troubleshooting, maintenance, and replacement parts.
In this role, you will solve technical challenges, deliver exceptional customer experiences, and collaborate across the organization to drive continuous improvement. If you enjoy helping customers, building technical expertise, and making a meaningful impact on water quality and safety, this is an excellent opportunity to grow your career.
Detailed Role Responsibilities
Customer Technical Support
- Provide first-level technical support by phone, email, and CRM-based case management for UV systems, filtration products, accessories, and related applications.
- Guide customers through system sizing, product selection, installation, startup, operation, maintenance, alarm diagnosis, and replacement part identification.
- Use active listening, empathy, clear communication, and appropriate follow-up to deliver a professional and reassuring customer experience.
Troubleshooting and Case Resolution
- Apply established diagnostic tools, technical documentation, product knowledge, and structured troubleshooting methods to isolate and resolve technical issues.
- Escalate complex product, application, quality, or safety concerns to the appropriate internal function and remain engaged through resolution.
- Document customer interactions, technical findings, actions, and resolutions accurately in CRM and ERP systems.
Cross-functional and Channel Support
- Collaborate with Engineering, Quality, Product Management, Supply Chain, Customer Care, Marketing, Sales, and channel partners to resolve customer needs.
- Provide technical consultation and application guidance to distributors, dealers, service partners, Sales, and other internal stakeholders.
- Coordinate requests across functions while maintaining clear ownership, communication, and customer focus.
Warranty and Order Support
- Provide technical assessment, product identification, and troubleshooting information to support warranty, return, replacement, or order-related decisions.
- Partner with the Warranty Coordinator on cases requiring warranty administration, RGA processing, credits, replacements, or transactional order entry.
- Perform limited order-entry activities only when required to support an urgent technical resolution or established departmental process.
Knowledge, Training, and Continuous Improvement
- Create and maintain technical documentation, knowledge articles, FAQs, troubleshooting guides, and internal support resources.
- Identify recurring customer issues and communicate trends and insights to support product quality, service improvement, and corrective action.
- Participate in product training, team meetings, change initiatives, and continuous learning to maintain current technical expertise and improve support practices.
Desired Behaviors and Qualifications
I. Veralto Core Behaviors
- Apply Insights - Listen to stakeholders, apply critical thinking, and cultivate breakthrough operational results.
- Instill Trust - Act with integrity, transparency, and accountability.
- Deliver Results - Translate strategy into execution, champion continuous improvement, and drive sustainable outcomes.
- Win as a Team - Promote collaboration, empower diverse perspectives, and foster inclusion and well-being.
II. Role-Specific Behaviors
- Customer focused: Takes ownership of the customer experience and works toward accurate, timely, and comprehensive resolution.
- Analytical: Uses structured troubleshooting, technical evidence, and sound judgment to isolate root causes and determine next steps.
- Adaptable: Adjusts approaches as products, priorities, tools, and processes change without compromising quality or outcomes.
- Composed: Maintains professionalism, patience, and clarity when supporting customers in challenging or time-sensitive situations.
- Curious: Pursues continuous learning, asks effective questions, and seeks opportunities to improve products, processes, and support resources.
- Collaborative: Shares knowledge, seeks and provides expertise, challenges ideas constructively, and helps others succeed.
III. Qualifications
- Post-secondary education in engineering technology, mechanical engineering, environmental science, water quality, biology, technical service, or a related field is preferred.
- Minimum of 2 years of customer-facing technical support, field service, or water treatment industry experience.
- Strong understanding of UV water treatment systems, filtration technologies, system components, hydraulics, and water quality fundamentals an asset.
- Ability to interpret technical manuals, drawings, schematics, product specifications, and installation requirements.
- Excellent written and verbal communication skills, with the ability to explain technical information clearly to varied audiences.
- Strong analytical, problem-solving, time-management, and organizational skills, with the ability to prioritize and manage multiple cases in a fast-paced environment.
- Ability to work independently while contributing effectively within a collaborative, cross-functional team.
- Proficiency with Microsoft 365 and experience using CRM, ERP, case-management, or knowledge-base systems. Experience with Salesforce is an asset.
Location
Guelph, Ontario (Hybrid Remote)
Other Duties
The associate may be asked to perform other duties as required or assigned which are reasonably within the scope of the duties in this job classification
Health & Safety
Health & Safety is a shared responsibility at Trojan Technologies and is built into every job function. All associates are expected to contribute to a safe workplace by following established policies, identifying risks, and supporting continuous improvement. Supervisors also have specific duties under the Occupational Health and Safety Act, and additional training will be provided as required.
At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
Unsolicited Assistance
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.
