Product Support Technician

POSITION TITLE: Product Support Technician

POSITION OVERVIEW

As a Product Support Technician in Hamilton, ON , you will play a key role in supporting our dealer and rental house network. You will provide technical training, programming, troubleshooting, and warranty support to ensure the optimal performance of our ground construction equipment . In this role, you will travel to dealer and customer locations, delivering hands-on support while fostering strong relationships with service teams and factory representatives. Your expertise will drive continuous improvement in equipment quality, customer satisfaction, and dealer support.

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

• Take the lead as our go-to expert for diagnosing, troubleshooting, and fixing technical issues—sometimes that means rolling up your sleeves, throwing on your coveralls, and getting hands-on with heavy ground construction equipment.
• Provide on-site and remote support for dealers and customers, ensuring efficient problem resolution.
• Collaborate with factory engineers to identify product enhancements and failure analysis processes .

Training & Dealer Support

• Develop and deliver technical training sessions for dealership service personnel.
• Create engaging training materials , including manuals, videos, and troubleshooting guides.
• Build strong relationships with dealership service teams and factory representatives to ensure knowledge transfer and continuous improvement.
• Make a direct impact by improving equipment performance and customer satisfaction.

Warranty & Product Improvement

• Work in collaboration with the Warranty Manager in the warranty processes , including claims documentation, resolution, and feedback to manufacturers.
• Identify recurring technical issues and contribute to product improvement programs .
• Work closely with R&D and factory teams to ensure customer feedback informs equipment enhancements.

Health, Safety & Compliance

• Ensure adherence to health and safety standards through toolbox talks, site inspections, and compliance initiatives.
• Promote a safe work culture by following all industry best practices and regulatory guidelines.

QUALIFICATIONS & EXPERIENCE

Education

• Red Seal Heavy Duty Technician certification or equivalent

Experience

• Minimum 5+ years of hands-on experience in ground construction equipment maintenance, diagnostics, or product support .

Technical Skills :

• Strong understanding of hydraulic, electrical, and mechanical systems in heavy equipment.
• Experience with diagnostic tools, software programming, and telematics systems .

Communication & Training

• Ability to create and deliver effective training programs .
• Strong interpersonal skills to build and maintain dealer/customer relationships .

Problem-Solving & Adaptability :

• Ability to analyze failures, implement solutions, and optimize equipment performance .
• Self-motivated with a passion for continuous learning and improvement .

Travel Requirement :

• Willingness to travel frequently to dealer and customer locations across Canada and Internationally.