Dispatcher & Technical Support Representative

November 28 2021
Industries Industrial products (Others)
Categories Trades, Technicians, Construction, Customer Service, Call Centres, Customer service, Support, Assistance, Billing, Electromecanic
Montreal, QC

Hardt is a food-service equipment manufacturer located in the west-end of Montreal. This long-established, privately-owned organization has been consistently profitable and is planning for future growth.  The Organization's values are reflected in its operating principles: communicate actively; voice and seek to resolve concerns; work cooperatively and respectfully and strive for improvements continuously.

Hardt provides solutions to the supermarket and warehouse club industry, and is the exclusive supplier of rotisseries and heated display cases to over 90% of the warehouse clubs in the US.  The Company is actively customer-driven as indicated by its mission to provide "Responsive, Reliable Solutions."  Hardt is presently seeking a:

Dispatcher & Technical Support Representative

The primary role of the Dispatcher & Technical Support Representative is to understand and support our major chain customers by receiving and dispatching a service provider for incoming calls as well as providing support as a Technical Support Representative. The Dispatcher & Technical Support Representative is a member of the Service Relations team and performs other administrative duties as assigned. This position is reporting to the Customer Service Manager.

Key Areas of Responsibility

  • Respond to service partner calls over the phone; diagnose, troubleshoot and resolve problems;
  • Maintain and update knowledge of equipment, failure modes and repair procedures;
  • Assist technical group by providing field input and design assistance as appropriate;
  • Participate in regular training, ensuring technical and service skills are up-to-date and at the level required for the position;
  • Address areas of technical concern with Project Leaders;
  • Support Parts team with part identification;
  • Respond to telephone or any other electronic inquiries;
  • Assist customers by selecting and dispatching service requests;
  • Maintain the accuracy of data associated with service requests;
  • Review customer estimates for repair for approval;
  • Be a back up to service invoice processing;

Qualifications

  • Technical background and/or electromechanical diploma from an accredited college;
  • Two or more years of hands-on experience with repairing or assembly and test of electromechanical equipment and/or appliances is required;
  • One year of technical customer support, call center or customer service experience;
  • Ability to read and understand an electrical schematic such as may be found in an appliance, industrial control or manufacturing environment;
  • Be able to read, understand and explain electrical wiring schematics and mechanical assembly drawings;
  • Ability to visualize issues as described by service technicians over the phone, leading to accurate diagnosis and resolution;
  • Have strong troubleshooting abilities of mechanical assemblies and machinery as well as electrical components and wiring;
  • Demonstrate a strong service focus;
  • Candidate should be well organized and capable of multitasking in a dynamic environment;
  • Willingness to be flexible in work schedule;
  • Good computer skills, and ability to use Outlook, Excel and Word effectively to perform duties;
  • Strong written and verbal communication skills in English; Spanish and/or French will be an asset.

Working Conditions

Normal for an office environment.

  • Work week consists of 37.5 hours, Monday through Friday.
  • Be available to remotely support after-hours calls (technical support) on a rotational basis every 2nd week (premium paid out for after-hours support) on Tuesday and Wednesday between 5:30PM-10:00PM.

COVID-19 Working Conditions: Possibility of working from home when fully trained.
Qualified candidates can apply by sending their resume to: **@*****.** with the mention of the job title in the subject line.

We thank all applicants for their interest; however, only qualified candidates will be contacted.

*Complete benefits package offered
*Potential bonus (based on Company performance and individual performance)

Hardt endorses an Equal Employment Opportunity Program and invites women, members of visible and ethnic minorities, Aboriginal people and persons with disabilities to apply. The masculine gender is used solely for the purpose of shortening the text.

Apply now!

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