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 issuessometimes 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 w arranty 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.
Job Title
Product Support Technician