Lead Monitoring & DiagnosticsTechnical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Monitoring & Diagnostics Technical Support Specialist based in Canada. This fully remote role offers the opportunity to become a key technical point of contact for customers using advanced monitoring and diagnostics equipment. You will own customer technical cases from initial request through successful resolution, providing expert guidance across complex technical issues. The role combines hands-on troubleshooting, customer relationship management, and collaboration with specialized product teams. You will investigate and reproduce equipment issues, recommend appropriate repairs or upgrades, and drive cases toward timely resolution. You will also contribute to technical documentation, knowledge sharing, and continuous product expertise. This is an impactful position for a technically strong, customer-focused professional who thrives in an autonomous and collaborative environment.

Provide ongoing technical support and manage customer cases through phone, email, and other communication channels, ensuring ownership from case creation through successful resolution. Investigate technical problems, reproduce reported issues when required, and collaborate with product line teams to deliver timely and effective solutions. Provide customers with technical recommendations regarding repairs, upgrades, and replacement parts. Maintain accurate and up-to-date case information across quality management, CRM, and ERP systems, including platforms such as Salesforce, ServiceMax, and SAP. Monitor and report on open Tier 1 and Tier 2 cases, maintaining accurate status updates and ensuring critical issues receive appropriate attention. Take ownership of Tier 3 and Tier 4 cases assigned to the local team or product line, driving follow-up and resolution through completion. Participate in product line meetings to present open cases, provide updates, and coordinate resolution activities. Prepare and maintain technical documentation, including troubleshooting guidance, technical tips, and resolution outcomes within the knowledge base. Identify training opportunities and contribute to both personal professional development and the technical development of colleagues. Schedule, prepare, and lead regular customer meetings to review case summaries, performance metrics, and ongoing technical issues. Build effective relationships with customers and cross-functional teams while maintaining a strong focus on customer satisfaction and positive outcomes. Requirements: Engineering degree, Technologist Diploma, or equivalent relevant professional experience. Minimum 5 years of experience in the industrial sector, preferably within the energy or transformer industry, or in a related field such as Monitoring & Diagnostics or transformer oil monitoring. Strong knowledge of Monitoring & Diagnostics equipment and technologies. Ability to install equipment, troubleshoot systems, and reproduce customer-reported technical issues. Strong technical troubleshooting and analytical skills, with experience resolving complex problems in collaboration with cross-functional teams. Excellent written and verbal communication skills, with the ability to clearly explain technical issues and proposed solutions to customers and internal stakeholders. Ability to quickly learn complex products and develop a strong understanding of new technologies. Self-motivated and organized, with excellent time-management and prioritization skills. Ability to manage multiple assignments simultaneously while consistently meeting deadlines. Strong customer focus and a results-oriented approach, with the ability to remain effective under pressure. Demonstrated ability to build consensus across multidisciplinary teams and drive issues toward positive outcomes. Ability to work independently while effectively collaborating with technical, product, and customer-facing teams. Flexibility to participate in on-call rotations, provide after-hours support, or work modified schedules when required by customer needs. Proficiency in a second language is considered an asset. Benefits: Fully remote work environment. Full-time position with flexibility to support customer-specific situations. Opportunity to work with advanced monitoring and diagnostics technologies within the energy and industrial sector. Exposure to complex technical challenges and multidisciplinary teams. Opportunities for continuous professional development and technical training. Ability to contribute to technical knowledge bases, product expertise, and organizational learning. High level of autonomy and ownership over customer cases and technical solutions. No relocation required, as the position is fully remote.

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