Technical Support Agent

Technical Support Agent
Mississauga, ON

Reports to: Manager – Technical Support NAM

Summary: The Technical Support Agent serves as the main go-to individual for all technical support inquiries and issues from internal and external users. The Technical Support Agent also liaises with HQ to obtain technical information on Festo products.

Location: Mississauga Office

Responsibilities:

•  Responds to all technical questions from Sales reps and customers in a timely manner
•  Corresponds with Technical Support HQ in Germany to obtain updated technical information
•  Maintains the accuracy of the technical information library on Festo products
•  Processes and monitors complaints regarding our products with the Quality department in Germany
•  Prepares and delivers technical training material for our inside and outside sales staff
•  Provides website navigation support to customers and sales reps
•  Serves as a back - up for the Contact Centre agents, upon request
•  Completes all necessary follow-up and administrative tasks required
•  Participates in special projects and other duties, as required

Minimum Requirements:

•  Post-secondary education in a technical-related field is required; Electro-mechanical technician/technologist preferred
•  A minimum of two years (2) years of experience in a technical, customer service environment
•  Bilingualism in French and English is highly preferred
•  Proficiency with engineering software, CAD downloads and Fluid Draw
•  Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
•  Highly attentive to detail and fact-finding as to ensure accuracy of reporting
•  Extremely well organized and resourceful with the ability to prioritize urgent tasks
•  Ability to interpret customers issues to produce quick, effective results
•  Work well under pressure and through ambiguity with problem solving mindset
•  Intermediate skill level in Microsoft Word, Excel, and Outlook
•  Ability to work independently with minimal supervision
•  Possesses a positive, team player attitude
•  Hands-on experience with SAP is considered an asset
•  Required to work varying shifts including evening, weekends and statutory holidays when requested

This is a summary of the position profile only and is intended to summarize the position requirements.

FESTO INC. IS COMMITTED TO ENSURING EQUAL EMPLOYMENT OPPORTUNITY. ALL EMPLOYMENT DECISIONS, POLICIES AND PRACTICES ARE IN ACCORDANCE WITH APPLICABLE FEDERAL AND PROVINCIAL EMPLOYMENT LAWS.