| Full time opportunity in Langley B.C. for a System Implementation & Support Manager. Primary Purpose: Coordinate and oversee system installations. Improve customer satisfaction through the timely provision of skilled technical assistance to our client base. Support distributors and installers by creating and updating technical material, facilitating answers to their inquiries/issues, and eventually training them in the installation and support of the systems. Liaise with customers, developers and other staff to suggest improvements to the product development process. Create and maintain accurate system documentation for escrow. Duties and Responsibilities: Become trained on relevant equipment and processes so as to provide excellent technical service and support to customers and associates. Focus will be in the service and support of high-tech fueling technologies, instruments and related software. Provide field installation, system troubleshooting and training support for automated fueling control customers in the field, via remote desktop, on the phone and by e-mail as needed. Perform bench technician work (testing, calibration, repair, upgrading) of related instruments and equipment. Work with sales staff, installers, service technicians and support specialists in the office and field as warranted for the purposes of service, troubleshooting and support. Maintain the overall cleanliness, safety and professional image of the service center. Communicate with management regarding any notable issues regarding facilities, equipment, tooling, vehicles and/or other assets and equipment. Always provide timely follow-up and resolution to customers. Remain current on open projects and keep working backlog to a minimum. Manage required service and support-related information, forms and paperwork as directed by management and/or in accordance with company policies and procedures. Prepare and update installations manuals and other technical manuals and documentation, as well as assist to fully document all aspects of the system for escrow. Manage revisions to documentation as required. Perform other duties as required. Qualifications and Requirements:
Education
Minimum two-year degree/diploma in Electronics Engineering Technology or related field of study. Work Experience/Qualifications
5+ years experience with electronics and electrical devices. Experienced in hardware, firmware, software systems installation and support in an embedded microcomputer environment, preferably with PIC micro experience. Strong project management skills. Comfortable with client service/account management activities. Petroleum equipment experience and a general familiarity with SQL Server, web-application hosting and databases is a definite bonus but not mandatory. Personal Attributes / Other Skills
Technical / mechanical aptitude with the desire to learn new technologies and become knowledgeable and proficient in working with world-class products. Must be a dependable, motivated self-starter with a solid work ethic, positive attitude, and service orientation. Verbal and written communications skills to effectively deal with people face-to-face, on the phone and via e-mail and to eventually facilitate training of new distributors and installers. PC skills in using Microsoft Office suite, including Word, Excel, Outlook and Internet Explorer. Will be required to learn company’s computer systems, software applications and reporting processes. Ability to successfully complete sponsored technical courses and programs, online classes and tutorials, and other such educational opportunities to enhance technical knowledge and professional development. Must be able to act with empathy for our Customers, understanding their needs and responding in a manner that meets or exceeds their expectations and serves their best interests. Must comply with all applicable federal, provincial, state and local laws and regulations, and must understand and comply with all company policies and procedures. Frequent travel will be required. |
