Full-Time
Saanichton
Posted 3 weeks ago

Quester Tangent is seeking a Customer Service Supervisor to provide enhanced technical support for our Train Control and Monitoring Systems (TCMS) and Passenger Information Systems (PIS).

The Customer Service Supervisor is a vital technical link between our clients and our internal engineering, manufacturing, procurement and project management teams. You will deliver the highest standard of customer experience and enable prompt technical solutions by succinctly translating client issues to these internal teams. You will also manage our RMAs and provide aftermarket support.

Quester Tangent offers a competitive salary and benefits package, opportunity for travel (when safe to do so), quarterly paid personal days, and flexible core hours. We are located outside of the downtown core, on a major bus route. We offer free parking for those of you who wish to drive, and shower facilities for those who prefer to cycle.

Main responsibilities:

  • Coordinate activities with the customer service team in manufacturing
  • Liaise with engineering to provide support required for customer service needs
  • Ensure quality standards are maintained and that customer service activities are conducted within acceptable standards and practices
  • Recommend improvements to production operations
  • Develop a thorough technical understanding of Quester Tangent’s current and legacy technologies, products and solutions
  • Understand the user experience for Quester Tangent solutions delivered to customers
  • Provide Voice of Customer (VoC) input related to QT’s products and solutions
  • Communicate with customers to achieve an in-depth understanding of technical issues they may be experiencing
  • Provide first level trouble-shooting, log analysis and problem diagnosis; present solutions to the customer or provide concise feedback to internal teams to expedite quick technical resolutions
  • Liaise between all stakeholders to assist in resolution of technical customer service problems
  • Travel to customer sites to provide first-level troubleshooting and/or obtain technical data and logs required to diagnose technical issues

Duties:

  • Drive customer satisfaction through emphasis on client responsiveness, customer relationships, and reliability. Improve customer satisfaction by ensuring high operational availability and associated service levels. 
  • Coordinate with internal teams to respond to Customer enquiries for troubleshooting, technical support, Field modifications, repairs and upgrades, In warranty service support, post warranty sales support (including RMA Sales quotation process), product return and related Customer Service order fulfilment
  • Manage the RMA process including issuing, reporting, outstanding follow up issues, resolution activities and field returns
  • Identify root cause and provide Customer delivered Failure Analysis reports  
  • Coordinate and deliver product maintenance and service training to the customer
  • Increase product value at QT by providing Voice of Customer (VoC) input on the improvement of product designs and manufacturability of new products
  • Continuously improve the experience of our customers
  • Establish mechanisms to monitor performance and develop baselines for continuous improvement activities such as lower warranty and repair costs

Ideal Qualifications and Skills:

  • Degree in Engineering or Diploma of Technology
  • Knowledge of software usage in Windows and Linux environments
  • Understanding of IP networks on wired and wireless LANs
  • Strong problem solving skills
  • Ability to provide high-level diagnosis of product and system technical issues; ability to read and understand log files
  • Self-starter, driven to achieve highest levels of customer service
  • Effective communicator with strong oral and written communication skills
  • Proven interpersonal skills; an ability to work with others in a high energy environment with minimum supervision
  • Willingness to travel and act as QT’s representative at customer sites in North America and Asia (subject to COVID-19 safety travel protocols)

Desired Experience:

  • 2-5 years’ experience in Production /Engineering /Customer Service environment – preferably with some supervisory responsibilities
  • Working knowledge of general Quality Control procedures, policies and directives
  • Knowledge of electronics production techniques
  • Ability to supervise the Customer service team and troubleshoot/repair complex circuits
  • General knowledge of production techniques, standards, manufacturing and quality control principles and practices
  • Commitment to high standards of workmanship and attention to detail
  • Proficient computer skills with MS Office and ERP
  • Experience delivering training to customers

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