Service Technician - Vancouver, Canada - Rankest

Description

Reporting to the Service Engineering Manager, you will be responsible for diagnosing and solving problems accurately, establishing detailed reports on root causes, and analyzing through appropriate documentation channels.

• Provide courteous and efficient customer service to internal and external customers
• Guide mobile service technicians to resolve technical problems
• Validate and analyze requests in depth and guide remote technicians to solve problems
• Follow up on resolutions and collect relevant information for escalation to engineering
• Organize calls with external customers and help them resolve their technical issues
• Respond to assistance requests through the ticketing system
• Continuously update and track ticket information in our ticketing system
• Assist technicians on the road and guide them remotely in problem resolution
• Escalate more complex cases to the department supervisor
• Assign and escalate requests as needed
• Document case resolution in the troubleshooting steps table
• Make recommendations for process improvement
• Perform any other related tasks requested by the department supervisor

• AEC in Electric Vehicle Technology or any other relevant field of study
• Minimum of 4 years of customer support experience
• Minimum of 3 years of systemlevel diagnostic and troubleshooting experience
• Strong foundation in heavy industrial mechanics (diesel, hydraulic, electrical, electronic)
• Electrical diagnostic skills
• Good knowledge of computer systems
• Knowledge of CAN, LIN, and electricitybased diagnostics
• Ability to read supplier documentation, schematics, and wiring diagrams
• Attention to detail and precision
• Good reflexes for validating received information
• Teamwork and customer serviceoriented personality
• Excellent verbal and written communication skills
• Resourcefulness and tenacity