Technical Support Specialist - Oakville, Canada - Danfoss GmbH

Description

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Technical Support Specialists report to the NAM Technical Support Manager and will serve as the first point of contact for all NAM Danfoss Drives technical inquiries. The core of their duties are to provide outstanding support on cases of low to mid complexity in a fast-paced, high-performing contact center environment, mainly via phone, email, and live chat. Their day-to-day will be comprised of phone, email, and chat queries from customers and end users, where they will provide support on drive set-ups, programming, troubleshooting, service, warranty questions, and other technical requests.

This is a hybrid position, located in our Oakville, Ontario office.

Job Responsibilities

Responsibilities for this position include, but are not limited to:

• Provide technical, troubleshooting, start up and warranty support to NAM Danfoss Drives customers.

• Support equipment repair processes by advising partners and customers on spare parts, repair procedures, and other after-sales issues.

• Work in cooperation with 2nd-level support to provide adequate and timely solutions to high-profile and/or otherwise demanding cases.

• Support external service partners' queries as part of Danfoss service procedures and provide repair/service instructions in cooperation with the affiliate team.

• Support the 24/7 after-hours emergency phone line, as part of a weekly, predefined, rotational schedule.

• Sporadically travel to customer site and perform technical assessment and/or repair work as required; expected to be less than 10-15% of the time and domestic.

Required Qualifications

• Associate degree in Electronics, or related technical field and suitable experience.

• Minimum 2 years of experience in the Drives, Power Electronics, or Automation industry.
• Ability to read and interpret electrical schematics.

• Ability to effectively use standard electrical test equipment such as multimeters and oscilloscopes.

Preferred Qualifications

• Service and/or Application experience on Danfoss variable frequency drives is highly desirable. In lieu of Danfoss-specific knowledge, experience with other brand VFDs will be considered and is also a plus.

• Experience in a fast-paced technical support contact center environment.

• Customer Service experience.

• Good English communication skills and, the ability to communicate in French or Spanish as a second language is an asset.

Job Criteria
A successful candidate is one who:

• Is highly proactive and a good team player.

• Has the ability to work independently with minimal supervision.

• Is highly organized, and self-motivated.

• Has the ability to manage and prioritize multiple tasks and time demands effectively.

• Has strong communication and interpersonal skills, with a customer-oriented outlook.

This job will require team members to work stationary from their computers/workstations throughout their day and to spend multiple hours a day on the phone multitasking between technical conversations with customers of all backgrounds and email/case handling. In the event a customer site visit is needed, members are likely to fly in and out of airports and/or drive, and work in and around industrial facilities which will require they wear PPE, adhere to strict local safety guidelines, go up and down stairs or walk within building complexes of varying sizes, follow local schedules, etc.

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all the requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Possibility to work remotely
• Pension plan
• Personal insurance
• Communication package
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder's mindset "action speaks louder than words", we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than people, serving customers in more than 100 countries through a global footprint of 95 factories.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than people, serving customers in more than 100 countries through a global footprint of 95 factories.

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