Technical Support (Elevators & Lifts)

About the role

The objective of the role is to act as the primary point of contact at RAM for technical support relating to answering queries, provide support during installations or trouble shooting issues related to lifts and elevators. Candidate must have excellent communication skills and must be able to communicate via phone or email or in-person to customers internally and externally (dealers, customers etc) in a timely manner.This is a non-IT role.

Responsibilities

• Provide onsite technical support and troubleshooting as required.
• Supporting trouble shooting and repairs of products over the phone.
• Troubleshoot and provide technical support to the field installation team.
• Creating/ documenting processes and procedures to simplify customer support.
• Parts order review and processing
• Supporting dealers in installing new products through technical support over the phone.
• Other technical support activities assigned by the Team Lead/Management.
• Responsible for handling all Technical Support calls and queries from customers and dealers which include:
• Participate in field installations as and when required for training purposes.
• Providing friendly and helpful customer service over the phone and through email.

Skills & Qualifications

• Knowledge of electronics, component identification, troubleshooting, understanding basic circuits is an asset
• Ability to communicate clearly in written and spoken English is required
• Strong interpersonal and teamwork skills
• Knowledge of mechanical aspects in terms of manufacturing e.g. reading blueprints, troubleshooting, customer service preferable.
• Must have at least 3-4 years customer service experience
• Proficiency in Microsoft Office, Electra & AutoCAD 2D software is a added advantage
• Must be able to communicate clearly and fluently in English on the phone .
• Experience and working knowledge of the lifts and elevators is an asset

Educational Qualification :

• Technologist's or Diploma equivalency in Mechanical, Electrical, Electro -Mechanical

Competencies:Communication, Interpersonal Skills, Problem Solving, Organization Skills