Product Support Specialist

Our client is an international company that is a supplier of laser material processing and test systems. They are looking for a Product Support Specialist to joint their team in Ottawa.

As Product Support Specialist, you will provide remote and on-site technical and service support to our client’s laser drilling and trimming system customers world-wide.

Key Responsibilities: 

• Respond to customer support requests, remotely diagnose machine issues, determine follow-up actions.
• Assist with service case / ticket management and documenting of support activities.
• Recommend and coordinate spares parts necessary to perform repairs.
• Proactively recommend necessary service and maintenance schedules.
• On an occasional basis, perform machine calibrations, diagnostics, and repairs on-site, and assist with new machine installation and commissioning.
• Assist with organization and preparation of service documentation and procedures.
• Collect and help qualify new customer requirements and machine feature enhancements.
• Participate in unit and system testing by assisting production with machine commissioning.
• Remotely assist field service technicians in on-site diagnosis and completing corrective action.
• Participate in customer machine acceptance tests.
• Other duties as required.

Education and Requirements: 

• Post-secondary education in in Mechatronics, Electrical or a related discipline.
• Excellent English written and verbal communication skills.
• Experience in a product support role is an asset.
• Hands-on mechanical and electrical assembly skills.
• Disciplined self-starter, capable of working independently and in close collaboration with operations and engineering development staff.
• Patient and attentive interpersonal communication along with balanced time management skills.
• Ability to travel (20% typical maximum) primarily within North America, Europe, and occasionally other regions. On hold due to Covid.

While we appreciate all inquiries, only qualified candidates will be contacted. Please forward resumes to Kyle Provost at Summit Search Group [email protected]

Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

Job ID



Ottawa, ON




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Product Support Specialist

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