Support Technician - Victoria, Canada - Rockland Scientific International Inc.

Rockland Scientific International Inc.

Verified Company

Victoria, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Overview

Rockland Scientific is an ocean science and technology company that designs and manufactures solutions for scientists to improve their understanding of the oceans and climate change.

Rockland Scientific empowers our customers by prioritizing our responsiveness to them and ensuring they reach their goals.

Our solutions centre on the measurement and analysis of ocean turbulence - an essential parameter directly related ocean mixing, heat flux, and climate change.

Headquartered in Victoria, BC, with satellite sales offices in the USA and France, Rockland Scientific's eclectic team works in an inclusive environment to deliver sensor and software solutions to researchers and system integrator partners in 30 countries.

We take pride in our customer-first culture, which is reflected by raving referrals and a growing number of scientific publications.

Job Summary
The Support Technician is an integral component in Rockland's Brand Promise of ensuring customers get the data they need.

They are responsible for managing Customer Service Requests (CSRs) and coordinating company resources to respond directly to customers accurately and efficiently.

The Support Technician is also responsible for organizing and delivering technical product trainings, providing field work services to customers, acting as a technical interface between the Sales, Production, Science, and Engineering teams, and assisting the Sales and Support team in lead generation for Service, Calibration, Parts & Probes (SCPP) opportunities.

Position Qualifications & Requirements

Bachelor of Science in related field and/or diploma in Technology (e.g., electronics, mechanical, marine, etc.)
2 years of minimum experience in troubleshooting instrumentation, including electronic circuits
Group facilitation and instruction experience
Customer service experience

Duties and Responsibilities

Customer Interaction

Coordinate, delegate, and respond to Customer Service Requests

Interpret customer data - and coordinate with Science and Engineering Depts.

Create external content for Rockland customers to view (e.g., blog posts)

Regular communication with sales on RMA and SCPP leads

Instruction and Training

Evaluate training needs by reviewing relevant documentation and content produced by the Engineering, Production, and Science departments (e.g., user manuals).

Plan and conduct training courses (e.g., train customers on technical aspects of Rockland's equipment and essential data processing)

Field Work

Plan and conduct fieldwork

Provide field services for Rockland customers, including necessary preparations for safe and successful deployments

Deploy Rockland instruments

Communicate with relevant parties to ensure correct data is collected

Manage and maintain Rockland equipment and property

Other

Perform product testing when requested by the Engineering department, and as time allows

Provide customer feedback to Production, Engineering, Science, and Sales

Working conditions