Technical Services Coordinator (L3)

Think back—was there ever an elevator ride that made you go, “Whoa, this is nice”?

Maybe it was an elegant glass lift or a minimalist stainless-steel rocket.

It might have shaped your first impression or left a lasting memory of a building.

Chances are, the details made the difference; with an aesthetic interior and stylish, well-built buttons and fixtures. Immersive digital technology like visual displays may have turned a simple ride into a memorable experience as well. You may not have noticed these details then, but once you’ve worked with us, you’ll start noticing them everywhere you go.

Company Overview:

We have a vision – to have a MAD product in every elevator. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of industry-leading fixtures, high quality elevator car interiors, and cutting-edge digital products.

At MAD, we set you up to be the expert – providing the tools, support, and environment to help you thrive. From there, it’s all you – your drive and ideas lead the way. MAD has been ranked among Canada's top 500 fastest growing companies, one of Canada’s Best Managed Companies, a Best Places to Work in Canada, and among Best Employers for Recent Graduates.

Our New Technical Services Coordinator (L3):

As a Technical Services Coordinator, you will play a crucial role in coordinating and providing top-notch technical support for our elevator industry products to customers and elevator mechanics. Utilizing your electrical engineering background, you will also be responsible for analyzing wiring schematics, configuring elevator components such as position indicators, elevator interface units, and touch screens to job-specific requirements, while enhancing our manufacturing processes through your contributions.

The ideal candidate should be passionate about technology, possess exceptional problem-solving skills, customer service skills, high attention to detail, and enjoy taking initiative, while thriving in a fast-paced, high-volume environment.

What you bring to the role:

• A degree or diploma in Electrical Engineering or equivalent experience
• Experience of 1-2 years in a technical support role, Co-Op or equivalent
• Strong knowledge of electrical systems
• Experience in a manufacturing environment (highly desirable)
• Proficient in MS Office, experience or familiarity with ERP systems (desirable)
• Ability to troubleshoot customer issues and provide effective solutions
• Demonstrated ability to work autonomously
• Excellent communication skills, both verbal and written
• Proactive mindset with the ability to multitask in a fast-paced work environment
• Knowledge of computer hardware and IT networks an asset
• Willing and able to travel within Canada and USA

What you will do in the role:

1. Coordinate and resolve customer issues related to defective products and technical challenges promptly and efficiently, ensuring their complete satisfaction.
2. Serve as the primary point of contact for both our staff and clients, coordinating technical support activities and addressing inquiries with professionalism.
3. Utilize your expertise in Electrical Engineering to analyze and interpret wiring schematics, providing accurate and timely solutions to elevator mechanics' questions and concerns.
4. Configure elevator components such as position indicators, elevator interface units, and touch screens to job-specific requirements, ensuring seamless integration and functionality.
5. Investigate project and product history to identify root causes and coordinate the implementation of corrective actions, showcasing your problem-solving abilities.
6. Keep customers informed of the progress regarding outstanding queries, providing proactive updates throughout the support process.
7. Collaborate with various departments such as sales, engineering, project management and production to obtain timely answers to urgent or complex problems, demonstrating strong interpersonal skills and coordinating efforts for effective resolutions.
8. Make recommendations for improved technical support procedures, aiming to reduce help calls and elevate overall customer satisfaction.
9. Identify recurring technical deficiencies and contribute to the development of strategies for improvement.
10. Work closely with internal staff to educate and train for continuous improvement, fostering a culture of growth and learning.
11. Fulfill any other duties assigned, actively coordinating support activities and contributing to the success of the team and the organization.
12. Able to lift up to 15lbs; may work in hot areas 5%, noise 0%.
13. Ensure adherence to Health and Safety as well as active participation in 5S activities in work area.

This position is located at 6635 Ordan Drive in Mississauga, ON. Hours are typically 8:00am to 4:30pm.

Pay: $57,450.00

This is a Full-time, Salary position.
This posting has one (1) vacancy.

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Artificial Intelligence (AI) Disclosure: MAD Elevator Inc. uses artificial intelligence (AI) to assist in screening, assessing, ranking, and/or selecting applicants for this position. Hiring decisions are not made solely by AI and include human review and oversight. Final hiring decisions are made by our hiring team.

Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.

We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If you require accommodation in applying for a posting, please contact Human Resources.