Technical Support Specialist – Welland, ON

Position Summary: Provide concise and accurate technical support for Hydac products for direct inquiries from interested parties, including but not limited customers, distributors, customer service and outside sales representatives.

Tasks/Responsibilities:

• Receive and answer customer service, distributor or direct customer telephone and email inquiries related to Hydac products.
• Provide concise and accurate technical support related to Hydac products including effective application usages of such products.
• Utilize Hydac tools and literature to be able to effectively size and selection Hydac products for customer specific application inquires including crossing over competitive products to Hydac.
• Act of a liaison between inquiring party and factory in cases where factory support is required.
• Provide factory level costing to customer service for quoting products, where required.
• In conjunction with Engineering manager, engage in and keep informed on special products requiring special approvals for local or Canadian regulations.
• Assist quality department with technical support on product/equipment returns for warranty or non-conformance evaluation, when required.
• Evaluation/validation of new part number set-up request from customer service.
• Manage activities related to inquiries and orders through CRM and/or project management system.
• With marketing, assist in development of materials to support product marketing initiatives.
• Assist warehouse department during in-house assembly stage as needed with any issues/questions for prompt resolution/mediation.
• With Quality, assist in coordinating and documenting customer requested PPAPs when required.
• Coordinate special documentation requirement for products per customer’s requests, when required (such as Certificate of conformances or quality test certificates).
• Coordinate special documentation as required, including any special test requirements, approval or certifications (in conjunction with Quality as required), and final manuals/as-built drawings.
• Other duties, as assigned.

Skills and Attributes:

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports and standard business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to use CRM software, Project Management software & MS Office applications.
• Ability to work independently to set daily priorities and workload.
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions if required.
• Product Management: Keeping abreast of trends and communication of changes.
• Customer Service: Responds promptly to customer needs and to requests for service/ assistance.
• Self-Starter and Motivator.
• Excellent verbal, written communication and presentation skills.
• Able to develop and foster effective relationships with distributors, regional sales managers and customers.
• Must be able to read, write, speak and comprehend English.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations.

Qualifications:
– College diploma in Mechanical/Electrical Engineering technology or Fluid Power technology.
– Professional registration (CET) would be considered an asset.
– IFPA/CFPA Specialists Certification would be considered an asset.
– Three (3) to five (5) years’ experience in the industrial or mobile hydraulics field.
– Complete and thorough understanding of hydraulic circuits, components and applications.
– Valid Driver’s License.
– Experience with AutoCAD and SAP would be considered an asset.