Technical Specialist (Mechanical Product Support)

This position is for an existing vacancy.

WHAT DO WE DO?

We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

Under the supervision of the Technical Manager, the position is responsible for assisting customers with technical matters. The position is also responsible for determining warranty coverage and performing inspections on products that may require warranty claims. The role also provides troubleshooting support and technical recommendations to resolve customer product and application issues.

DUTIES & RESPONSIBILITIES

• Provides customer assistance and responds to concerns on technical related matters.
• Presents comparison of parts and parts specifications to customers in order to assist in choosing the most appropriate product for their needs.
• Communicates with suppliers and vendors in providing and explaining technical information.
• Communicates warranty concerns with customers and determines product warranty coverage;
• Instructs and informs the warehouse team about items that need to be shipped for warranty/service purposes.
• Verifies goods and compares order information to ensure customers are receiving correct products and complete orders.
• Determines the best course of action to identify issues with products, either in the warehouse or with customers.
• Tests, inspects, and repairs technical defects with customer products.
• Provides troubleshooting assistance and technical recommendations to customers.
• Collects defect-related data, identifies trends, and reports findings to management.
• Provides a back up for our Inside Sales Team as it pertains to high level technical support
• Ensures expertise and knowledge on new products; attends training and completes readings on new products to learn how the new parts work and how to perform maintenance.
• Quotes modification to standard products, extracts costed bills of material for a standard product, modifies the bill of machine with alternate parts, and provides sales team with a price with set margin calculations

QUALIFICATIONS

Essential:

• Post-secondary education in a mechanical or technical discipline (including Small Engine Technician, Mechanical Engineering Technician or Technology), or equivalent hands-on industry experience.
• Over 3 years of related experience.
• Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
• Ability to use hands-on mechanical skills to inspect, repair products.
• Ability to analyze data and draft reports.
• Experience with Data collection and reporting as it pertains to defects, identifying trends, and alerting management. 

Desirable:

• Knowledge or experience with the P21 ERP System

WORK ENVIRONMENT

• Fast-paced environment in a dynamic competitive industry
• Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
• Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

WHAT’S IN IT FOR YOU?

• Competitive remuneration
• Competitive vacation
• Paid personal day program
• Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
• Company Group RRSP with employer matching
• Annual health & wellness subsidy

FUN FACTS

• The average employee tenure is 9 years
• We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
• We regularly host social events and gatherings to foster togetherness and fun

We use automated tools, including artificial intelligence, to help review applications efficiently. Human decision makers remain responsible for all hiring decisions.

We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.