Product Support Technician

Job Description

POSITION TITLE: Product Support Technician
POSITION OVERVIEW
As a Product Support Technician in Hamilton, ON, you will play a key role in supporting our dealer and rental house network. You will provide technical training, programming, troubleshooting, and warranty support to ensure the optimal performance of our ground construction equipment. In this role, you will travel to dealer and customer locations, delivering hands-on support while fostering strong relationships with service teams and factory representatives. Your expertise will drive continuous improvement in equipment quality, customer satisfaction, and dealer support.
KEY RESPONSIBILITIES
Technical Support & Troubleshooting
Take the lead as our go-to expert for diagnosing, troubleshooting, and fixing technical issues—sometimes that means rolling up your sleeves, throwing on your coveralls, and getting hands-on with heavy ground construction equipment.
Provide on-site and remote support for dealers and customers, ensuring efficient problem resolution.
Collaborate with factory engineers to identify product enhancements and failure analysis processes.
Training & Dealer Support
Develop and deliver technical training sessions for dealership service personnel.
Create engaging training materials, including manuals, videos, and troubleshooting guides.
Build strong relationships with dealership service teams and factory representatives to ensure knowledge transfer and continuous improvement.
Make a direct impact by improving equipment performance and customer satisfaction.
Warranty & Product Improvement
Work in collaboration with the Warranty Manager in the warranty processes, including claims documentation, resolution, and feedback to manufacturers.
Identify recurring technical issues and contribute to product improvement programs.
Work closely with R&D and factory teams to ensure customer feedback informs equipment enhancements.
Health, Safety & Compliance
Ensure adherence to health and safety standards through toolbox talks, site inspections, and compliance initiatives.
Promote a safe work culture by following all industry best practices and regulatory guidelines.
QUALIFICATIONS & EXPERIENCE
Education
Red Seal Heavy Duty Technician certification or equivalent
Experience
Minimum 5+ years of hands-on experience in ground construction equipment maintenance, diagnostics, or product support.
Technical Skills:
Strong understanding of hydraulic, electrical, and mechanical systems in heavy equipment.
Experience with diagnostic tools, software programming, and telematics systems.
Communication & Training
Ability to create and deliver effective training programs.
Strong interpersonal skills to build and maintain dealer/customer relationships.
Problem-Solving & Adaptability:
Ability to analyze failures, implement solutions, and optimize equipment performance.
Self-motivated with a passion for continuous learning and improvement.
Travel Requirement:
Willingness to travel frequently to dealer and customer locations across Canada and Internationally.