Job Description

Description :

The Opportunity

Accountable/responsible assisting in support of centralized Customer and Product functions allowing service departments to more efficiently serve customers.
Create a knowledge center of excellence for diagnostics within the company.

The Role

• Facilitates superior, efficient interactions between Wajax technicians and Hitachi DTAC (Dealer Technical Assistance Center) to provide ultimate support to our customer/s.
• Develop expert understanding of technology offerings such as ZXLink, Consite, Tigercat Remote LOG, Hyster Telemetry etc.
• Utilize failure analysis reports and communicate results to internal and external customers.
• Communicate technical bulletins, PIP\xe2\x80\x99s (manufacturers machine modifications \xe2\x80\x93 safety or mechanical) to all branches as required to maintain 100% on-time completion.
• Provide primary technical support to Wajax technicians.
• Communicate Hitachi Dealer Technical Assistance Center (DTAC) solutions to branches.
• Organize and write required procedures.
• Monitor incoming data from telematics systems and communicate results.
• Provide ZXLink support, evaluate and create Work Orders as needed.
• Manage the telematics alerts for all locations, create Work Orders based on alerts received.
• Manage the ZXLink Machine Dashboard tool, proactively monitor incoming diagnostic trouble codes (DTCs) on the Machine Dashboard and create Work Orders or communicate DTC information to responsible Service Departments as required.
• Determine whether customer issues can be resolved over the phone, or coordinate with responsible Service department to create work orders and set up service calls.
• Provide Technical Support for customers.
• Utilize resources to proactively diagnose equipment issues.
• Other assigned duties.

The Candidate

Education: University, College, Trade Certifications or equivalent work experience.

Work Experience: 3-5 years, Service Management exp. preferred, Service Dept. Operations, Service Diagnostics Solutions.

Knowledge: Heavy equipment, demonstrated outstanding customer service and communication skills, proven experience solving problems effectively, ability to identify issues relating to technology solutions, Knowledge of vendor Telemetry systems.

Computer software such as Microsoft Office, Dealer Business System and internet based systems.

The Company

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas \xe2\x80\x93 to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional \xe2\x80\x9cperks.\xe2\x80\x9d

Highlights include:

• Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus health spending account.
• Wajax led e-learning, and product training through industry leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
• Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
• Flexible work arrangements.
• Award-Winning Health and Wellness Program.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

As a condition of employment, final candidates will be subject to pre-screening.

\\\\ Together we get more done.

Wajax