Customer Support Engineer Team Lead

About Us:

Norsat International Inc., founded in 1977, is a leading provider of innovative communication solutions that enable the transmission of data, audio, and video for remote and challenging applications. Norsat’s products and services include customizable satellite components, portable satellite systems, maritime solutions, and network solutions. The company’s products and services are used extensively by telecommunications services providers, emergency services and homeland security agencies, military organizations, health care providers, news organizations, and Fortune 1000 companies.

Why Join Norsat International Inc.?

We have an innovative and outstanding team of industry professionals who drive our ongoing success at Norsat International Inc. We strive to offer a supportive, inclusive and nurturing environment that helps our employees expand their careers and reach their highest potential.

Summary:

As a Customer Service Engineer Team Lead, you will be responsible for leading and supporting the customer service team by troubleshooting and repairing remote satellite communication equipment; providing email & phone support for microwave component customers; evaluating & repairing returned products; and managing a trouble-ticket program for the different business divisions. You are expected to work within a team from other departments within the company to troubleshoot, diagnose, repair, and/or upgrade customer-returned systems or components while spending time interacting with customers to teach, coach, and guide inexperienced operators face-to-face and over the telephone.

What You'll Do:

• Manage and lead your teams for continuous improvement activities.
• Manage team scheduling and timesheet approvals.
• Supervising the Customer service processes, ensuring quality work is done in a safe, efficient manner.
• Initiating and contributing to improvement projects to further the maturity of the Customer Service department.
• Manage the ticketing software for support tracking.
• Gather analytical data to study and improve processes.
• Troubleshooting issues, documents update and change requests.
• Act as liaison between Engineering, Sales, and the customer to lead troubleshooting actions for various product-related issues
• Review customer service procedures and update for accuracy and improved efficiency.
• Work with Production Team to troubleshoot component failures.
• Continuously improving our products/process through time and cost reduction.
• Maintain designated 5S areas.

Customer Service:

• Understanding all products offered for sales at Norsat. Collate a reference file for each product to support technical inquiries;
• Technical support for all Norsat product to customers and Sales team;
• Manage the ticketing software for support tracking;
• Providing training to customers and Sales team (after business hour support expected);
• Providing field support for training and troubleshooting;
• Providing internal training to employees;
• Diagnosing failures and recommending repair/replace actions;
• Preparing coherent and precise RMA reports for failed units;
• Act as Liaison between Engineering, Sales and the customer to lead troubleshooting actions for various product related issues;
• Writing and maintaining support documentation such as Field Service Bulletins;
• Providing support to the Quality Team on testing;
• Recommending technical solutions to meet customer needs;
• Other duties as assigned.
  

What You'll Bring:

• Diploma or degree in Electronics, Electrical Engineering, or related field.
• Minimum 5 years of technical support experience in a related industry.
• 2+ years of leadership or supervisory experience in a technical service environment.
• Strong troubleshooting and diagnostic skills for RF and electronic products.
• Familiarity with satellite communication systems and microwave components is an asset.
• Hands-on experience with test equipment such as spectrum analyzers, oscilloscopes, and signal generators.
• Strong communication and customer-facing skills.
• Experience with support ticketing systems and generating analytical reports.
• Proficiency in technical documentation and training delivery.
• Ability to work flexible hours and provide support outside regular business hours when needed.

What We Offer:

• Paid vacation days;
• 5 paid sick days;
• 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• Ongoing training available;
• Flexible hours of work based on position;
• Employee Referral Program;
• Employee Award Program;
• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office, employees are encouraged to have some fun! (i.e., Bring Your Pet to the Office, Free Weekly Badminton Nights);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status.

This is an on-site position, so relocation will be required. Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit. Unfortunately, we are unable to provide assistance for work authorization.