Technical Support Assistant

Location: Burnaby, BC
Date Posted: 04-13-2018

Who you are:

A Technical Support person that is keen to learn and grow your skills!  You're passionate about providing top-notch customer experiences and naturally want to help others with their technical questions.  You're energized by a customer facing role; supporting the Technical Support Coordinator with support activities and repair tasks between external Customers and OSI support, and repair resources you will be a brand ambassador for OSI!

The job:

Day to day assistance and coordination of the OSI support help desk, including;
  • Coordination of appropriate support resources to successfully respond to Customer questions and support requests
  • Receive, record and coordinate Customer requests for information and technical support
  • Assisting the Technical Support Coordinator and OSI’s internal resources to determine the appropriate support response
  • Generate tickets for customer complaints and issues and update the Support tracker spreadsheet.
  • Manage the routing of items under repair through the OSI repair process to successful and timely return to the Customer
  • Provide advice to external and internal customers on the functions and processes of OSI’s repair policy
  • Provide routine reports on the results of the repair process and recommendations for improving efficiency
  • Manage the Return Materials Authorization (RMA) process for repair by Original Equipment Manufacturers (OEMs) when necessary
  • Maintain the warranty database
  • Provide information to assist Proposals in generating quotes for RMA and replacement spares.
  • Gather and collate information to support KPI reporting
  • Raise, record and distribute Technical Bulletins under direction of the Support Manager
  • Raise, record and distribute Obsolescence notices when directed by the Obsolescence Management Committee
  • May from time to time be called upon to assist with other support related activities are directed by the Support Manager.

You bring: 

  • An Engineering Diploma with a minimum of three years working in service support (e.g. help desk support, maintenance planning) which includes experience in systems, hardware, and software environments as well as the military/defense sector;
  • Process oriented mindset
  • Excellent and professional phone manners 
  • Expert-level coordination and organization skills
  • High-level of patience 
  • A knack for listening and summarizing complex requests and/or issues
  • Understanding and/or experience with Maritime Navy is a definite plus!

 Due to the nature of our company, all employees must pass specific security criteria. Only candidates who are Canadian citizens or have PR status and who satisfy security clearance criteria will be considered.
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