Customer Support & Repairs Technician APPLY NOW

Kitchener, ON
Full time

      

   

We’re looking for a full-time Customer Support & Repairs Technician to help our growing businesses provide excellent service to our customers across Canada on their 3D printers, laser cutters, robotics kits and a growing variety of maker tools and consumables.  

Our company operates three brands that serve customers in education, industrial shops, home-based businesses and hobbyists. 

Filaments.ca - 3D printers (FDM and SLA), laser cutters, vinyl cutters and more to come for primarily hobbyists, industrial shops and home businesses.

Inksmith.ca - 3D printers, laser cutters and robotics kits for education systems across Canada.

Forwaredu.com - robotics and coding kits for K-12 school districts primarily in North America, with some sales in Europe, Asia and Australia. 

This role will be hybrid, with some repairs needing to be performed either on-site with customers or at our offices in Kitchener at 490 Mill Street. 

Resolution of customer challenges include on-site and remote process coaching, hardware repair, software guidance, and overall teaching best practices. 

Role & Responsibilities

  • Provide excellent customer service and a customer-first attitude.
  • You’ll clarify the customer complaints, determine the cause, select, and explain the best solution, then follow-up to make sure the issue is resolved.
  • Respond to email tickets, online chat or phone calls to help customers with their issues.
  • Diagnosis, maintenance, repairs, and general support of InkSmith products, both onsite and offsite.
  • Participate in writing excellent help documentation—both for internal use and for our customers.
  • Participate in creating help videos to guide customers on how to complete a task and complement help documentation.
  •  Log tickets with the development team and escalate appropriately based on the impact of the issue.
  • Collaborate with logistics of incoming and outgoing service products in conjunction with shipping/fulfillment team.
  • Ensure ongoing functionality of all equipment

 

Qualifications & Education Requirements

  • 1-3 years of technology support experience (hands-on tech repair is essential)
  • 1-3 years of laser, 3D printer, or microcontroller experience
  • Ability to provide remote end user support
  • Excellent diagnostic and troubleshooting/problem solving skills with the ability to evaluate complex issues and develop actionable plans
  • Excellent communication skills. Ability to communicate effectively with users at all levels of the organization
  • Highly organized and process oriented. A high attention to detail and proven ability to manage multiple competing priorities simultaneously. You can manage and prioritize several different projects.
  • Requires travel to various sites. A full G license is required and periodically travel to locations in Southern Ontario.
  • You can translate technical ideas for non-technical audiences.
  • Demonstrable critical thinking, communication, and creative problem-solving skills. 
  • Ability to learn new software platforms quickly.
  • Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.

If you have any questions, please email rburley@inksmith.ca

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