Customer Support Technologist/Engineer

About Delta-Q Technologies:

Delta-Q Technologies (www.delta-q.com) develops and supplies battery chargers to original equipment manufacturers (OEMs) of electric vehicles and industrial equipment. Delta-Q’s unique blend of engineering capability in high efficiency power electronics and embedded software design delivers innovative battery charging solutions to meet the evolving needs of its customers. With over three million vehicles and industrial machines already using its products, Delta-Q’s innovation is enabling the widespread adoption of environmentally-friendly electric drive systems. Delta-Q was founded in 1999 and is a privately held company located in Vancouver, Canada.

What We Value:

• Innovation: We improve our products and processes when it’s a competitive advantage.
• Collaboration: We are one team. Respectful, open and honest.
• Driving Results: We are here to win. We work hard to deliver on our commitments.
• Perseverance: We don’t give up when it’s hard.

Doing the Right Thing is the central philosophy at Delta-Q. Four simple words that sum up our values, and so much more about our company. It means doing the right thing for our employees, communities, and customers.

We’re passionate about creating a sustainable business and contributing to a greener future for the world. We have a Vision to 'Charge The Future' and we mean it.

At the end of the day, it’s what keeps us going.

About ZAPI GROUP:

Delta-Q is part of the ZAPI GROUP of companies (www.zapigroup.com), a global leader in motion control, battery charging and autonomous navigation software for electric and hybrid drive systems. As a full-solution supplier, the ZAPI GROUP can support every component OEMs need to design effective electric vehicles that meet cost goals and comply with tightening environmental standards.

Position Summary:

As a Customer Support Technologist/Engineer at Delta-Q, you will play a key role in providing post-sale technical support services to Sales, Business Development, Application Engineering, Marketing, and Product Management. These services include responding to support request tickets, field rework, documentation updates, and training programs. It is a critical role in ensuring long-lasting satisfaction of Delta-Q OEM customers, distributors, and end users.

Specific Duties:

• Travel independently or with a team to customer sites for field service or training up to 10% of the time.
• Support the Return Material Authorization (RMA) process, providing sufficient application information to recreate and analyze customer issues and reporting status back to the customer.
• Draft, review and update of technical documents and knowledge-based articles including FAQ’s, manuals and troubleshooting guides.
• Act as the main technical support contact for distributor network, supporting technical application questions and providing regular trainings.
• Act as a post-sales support contact for all OEM customers, distributors, and end users, including product questions, warranty issues, and troubleshooting.
• Communicate directly with customers, distributors, and end users to troubleshoot and resolve technical issues.
• Deliver an elevated level of customer satisfaction while balancing customer expectations with respect to the overall global business objectives.
• Properly documentation and follow up on all commitments and customer interactions.
• Other duties as required.
• Provide product and process feedback application engineering, product and program management, marketing, engineering, and quality department based on customer feedback.

Requirements

• A passion for supporting customers in a technical environment.
• Excellent verbal, written communication, and instructional skills
• Consistently exhibit and model Delta-Q’s company values (Collaboration, Perseverance, Innovation, Driving Results).
• Relevant experience working in a customer-facing technical role.
• Effective decision making and problem-solving skills.
• Relevant education in Electronics, Electronics Technology, or Electrical Engineering or equivalent.
• Previous electrical design experience.
• Ability to travel in North America up to 10% of the time.

The following are considered additional assets:

• Experience working in an industrial or commercial distribution environment
• Training in use of quality management tool such as 8D an 5W’s.
• Prior use of Zendesk or other CRM software.
• Knowledge of lead-acid and lithium batteries.
• Background in power electronics or appliances.
• Familiarity with CAN, CANopen, J1939 and associated tools.

Benefits

• Annual incentive (bonus) programs
• Hybrid work flexibility
• Employee & Family Assistance programming with Inkblot Therapy
• Comprehensive health and dental benefits with Sunlife Financial
• In-house gym, showers and lockers
• $300 annual Health Spending Account
• Dog-friendly office
• A competitive base salary with annual salary reviews
• Paid time off including vacation plus 8 days of personal time
• 2% GRSP employer matching with Industrial Alliance (iA)
• EV charging stations