Product Support Representative

  • Company:
    Keirton
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 day ago
  • Category:
    Business

Job Description

Ready to work with an industry leader in a booming market? Clients around the globe. To top it all off, great leadership with our CEO being a finalist for Ernst & Young’s 2019 Entrepreneur of the Year. Yes, it’s the perfect time to jump on this rocket-ship.

We are growing and are looking to add a Product Support Representative to our Customer Success Team. In this position, you will be responsible for providing class leading product support to our commercial clients, retailers, and end users. You will ensure a quick and timely response, providing accurate information and trouble-shooting advice to pinpoint problems. You will provide warranty replacement parts as needed as quickly as possible to minimize client downtime, as well as working with our partners in providing a great customer experience.

Eager to Know More? Check out keirton.com and twistertrimmer.com.

At Keirton we build world-class innovative products. At the same time, we’re growing very fast and building a world-class team to take our company to the next level. We’re working to build a company culture that is fun, supportive, and energetic, and that makes a positive impact on an ever-changing industry. We believe that anyone can make something good, but it takes a team of amazing people who share a passion for improvement, integrity, and innovation to make something great.

What We Value

Hit them with WOW: Excellence

Pursue a better way: Improvement

Achieve together: Teamwork

Never, ever, ever give up: Tenacity

Honour our word: Integrity

What You’ll Do

Administration:

  • Advocate for, and be the voice of, the customer – #1 goal is raving Fans
  • Seek opportunities and services to drive customer satisfaction results
  • Perform occasional to regular site visits to facilities across North America as needed
  • Represent Keirton professionally as required
  • Report product improvements or common product issues to appropriate departments
  • Refer and update internal documentation, to provide the most accurate and efficient solutions to clients and internal stakeholders
  • Report any quality issues to the department manager or supervisor for further analysis
    
    Support:
  • Diagnose and trouble-shoot technical issues
    • Talk clients through a series of actions either via telephone, email or chat, until the issue has been resolved
    • Research and identify potential solutions
  • Responsible to escalate issues or inform the team when extra help is needed
  • After Hours support for client calls on a rotating basis
  • All case details to be captured into Sales Force. Includes but is not limited to:
    • Calls
    • Emails
    • Quotes
    • Notes

Service:

  • Support the service department as needed and directed by management or supervisor
  • May include travel to site or working in the shop to repair machines as directed by management or supervisor

Who You Are And What You Need To Succeed

  • Ability to manage several customer tasks at once
  • A high level of empathy for the customer situation, understanding the hardship and knowing what to say to maintain a good rapport with the customer
  • Ability to communicate in a clear and concise manner in both verbal and written formats
  • Attention to detail, and a strong desire to document all findings and correspondence with a client
  • Mechanical aptitude, understanding or interest in how things work mechanically
  • Experience with Sales Force, Service Cloud, or equivalent Case management system
  • Electrical or Mechanical Diploma required or equivalent experience

What We Offer

  • A competitive salary based on experience
  • Quarterly SMART Goals Bonus Program
  • Profit-sharing Annual Bonus Program
  • Extended Medical Benefits
  • RRSP matching contribution after 1 year
  • An environment that supports growth and mental health

Note: Only selected candidates will be invited to an interview.