Technical Service Specialist

Roles And Responsibilities

• Provide Tier I, II, and III technical support via phone and on-site assistance for the entire BEA product line.
• Respond to technical support calls within scheduled timeframes.
• Log all support interactions in the CRM system for tracking, reference, training, and quality control purposes.
• Attend OEM-focused technical training seminars, document key takeaways, and retrain internal teams.
• Conduct on-site and remote technical training for internal and external customers.
• Develop and lead technical training sessions for:
• Internal teams (technical and sales).
• External partners, including Sensor Certification Training and customer-focused webinars.
• Maintain and update the wiring diagram database, including the creation of new diagrams.
• Assist engineering with in-house lab and field testing of products.
• Perform and document competitive product testing as needed.
• Provide on-site installation support when necessary.
• Submit Trip/Customer Visit Follow-up Reports (BTR/TTR) after each customer interaction.
• Stay up to date with local and international industry standards.
• Obtain and maintain AAADM Inspector certification.
• Contribute to continuous process improvement and knowledge sharing.
• Perform additional duties as assigned by the Manager.

Requirements

• Associate’s degree in electronics (preferred) or 2-3 years of relevant experience.
• Technical Skills: Electrical and mechanical aptitude with the ability to diagnose and resolve product/application issues in the field and remotely. Outstanding presentation skills for conducting technical training and education sessions for customers and internal teams. Ability to create, read, and explain wiring diagrams.
• Professional experience required: 5 years of industry-related experience.
• IT Proficiency: Basic level proficiency in ERP, proficient MS Office applications including Word, Excel, Power Point and Outlook.
• Language Skills: English (Yes), French (N/A).
• Interpersonal Skills: Excellent verbal and written communication for clear interaction with team members, customers, and cross-functional departments. Strong leadership and coaching ability to motivate and develop a full technical support team. Conflict resolution and problem-solving skills to manage escalations and maintain positive relationships across the organization.