Technical Support (Non IT)

Job content

About us

RAM Elevators & Lifts, Inc., founded in 1987, is an Edmonton-based manufacturing leader with a full product line of elevators and lifts for residential and commercial use. With a local staff of 65-70, and an integrated network of distributors all over North America, RAM provides solutions to customers for accessibility and working to future-proof their properties. From veterans to executives to future-thinking developers and businesses, RAM’s clientele sing the company’s praises thanks to their products’ ease of use, flexible configurations and stellar customer service.

About the role

The objective of the role is to act as the primary point of contact at RAM for technical support relating to installing or trouble shooting issues related to lifts and elevators. Candidate must have excellent communication skills and must be able to communicate via phone or email or in-person to customers internally and externally (dealers, customers etc) in a timely manner. This is a non-IT role.

Responsibilities

• Responsible for handling all Technical Support calls and queries from customers and dealers which include:
• Providing friendly and helpful customer service over the phone and through

email.

• Supporting dealers in installing new products through technical support over

the phone.

• Supporting trouble shooting and repairs of products over the phone.
• Troubleshoot and provide technical support to the field installation team.
• Provide onsite technical support and troubleshooting as required.
• Parts order review and processing
• Creating/ documenting processes and procedures to simplify customer support.
• Participate in field installations as and when required for training purposes.
• Other technical support activities assigned by the Team Lead/Management.

Skills & Qualifications

• Must have at least 3-4 years customer service experience
• Must be able to communicate clearly and fluently in English on the phone .
• Knowledge of mechanical aspects in terms of manufacturing e.g. reading blueprints, troubleshooting, customer service preferable.
• Knowledge of electronics, component identification, troubleshooting, understanding basic circuits is an asset
• Experience and working knowledge of the lifts and elevators is an asset
• Proficiency in Microsoft Office, Electra & AutoCAD 2D software is a added advantage
• Ability to communicate clearly in written and spoken English is required
• Strong interpersonal and teamwork skills

Educational Qualification :

• Technologist’s or Diploma equivalency in Mechanical, Electrical, Electro -Mechanical

Competencies: Communication, Interpersonal Skills, Problem Solving, Organization Skills

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Extended health care
• On-site parking

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Edmonton, AB T5S 2J4: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you authorized to work in Canada?
• Do you have an education qualification equivalent to a Technologist’s or Diploma equivalency in Mechanical, Electrical, Electro -Mechanical

Experience:

• working in the manufacturing or elevator industry: 1 year (preferred)
• customer service: 2 years (required)

Work Location: In person