Technical Support Representative

February 17 2021
Industries Industrial products (Others)
Categories Trades, Technicians, Construction, Customer Service, Call Centres, Engineering, Support, Assistance, Electrical, Mechanical, Maintenance, Service, 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.  Dynamic and entrepreneurial, the Company focuses on quality, teamwork and commitment to outstanding customer service and support. 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's value-added services include product development and assistance in all aspects of food preparation including; staff training, safe food-handling practices, menu development and merchandising. Customers view Hardt as a partner and praise the Company for the quality of the products and depth of the service and support they receive. Hardt is presently seeking a:

Technical Support Representative

The role of the Technical Support Representative is to provide technical assistance to our authorized service providers through diagnosing and troubleshooting problems with technicians over the phone and disseminating technical information and advice as necessary.  The Technical Support Representative must ensure problem resolution and ultimately, customer satisfaction with Hardt's equipment while minimizing costs and downtime. The Technical Support Representative is a member of the Service Relations Department and may perform other administrative tasks as required. The Technical Support Representative is reporting to the Director, Service Relations.

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 Managers;
  • Provide support of service call dispatch workflow (as required);
  • Support Parts team with part identification as required;
  • On-call technical support Tuesdays and Wednesdays from 5:30PM to 10PM, alternating every 3 weeks.


  • Technical background and/or electromechanical diploma from an accredited college;
  • Two or more years of hands-on experience with repairing, assembling or testing of electromechanical equipment and/or appliances is required;
  • One year of technical customer support 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;
  • Excellent communication skills, verbal and written in both English & French; Spanish will be an asset.

Working Conditions

Normal for an office environment. Work week consists of 37.5 hours, from Monday through Friday. The tasks include work that consists of on-call emergency technical support after normal business hours (cell phone/computer standby) two days per week (Tuesday and Wednesday from 5:30PM to 10PM) on rotation every 3 weeks.=

COVID-19 Working Conditions: Working remotely (remote start date to be established with hiring supervisor once onsite training period at Hardt of about 8 weeks has been completed).

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.

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