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Technical Service Representative

About the role 

Reporting to the Technical Service Manager, the Technical Service Representative will be responsible for handling technical inquiries and providing support for Leviton product lines. This position involves troubleshooting, resolving technical issues, and ensuring timely responses to technical questions from various stakeholders.

Responsibilities

Technical Support

  • Address all technical questions regarding Leviton products through phone, email, live chat, and web inquiries.
  • Diagnose and resolve installation problems as reported by customers, escalating complex issues to appropriate departments such as sales, product management, engineering (Compliance and Legal) or quality assurance.
  • Guarantee prompt replies to technical inquiries from field sales, customer service, distributors, homeowners, contractors, specifiers, architects, and more.
  • Vet customer concerns and log quality concern tickets as necessary to uphold the company’s quality standards.
  • Regularly update appropriate systems with accurate information and document all relevant data to ensure continuity and efficiency in problem resolution.
  • Follow-up on technical issues with the various stakeholders, as it applies to the opened ticket
  • Identify trends of issues and build tools to improve and accelerate troubleshooting efficiency, such as creating FAQs, videos, and leveraging existing content provided by the US.

Quality Control

  • Receive and manage complaints from distributors, forwarding them to QA for approval.
  • Approve and record Return Material Authorization requests, ensuring proper documentation in the registry.
  • Enter complaints into the Leviton systems as it applies to the Business Unit.
  • Organize shipments for returned materials via mail or transport services.
  • Close out complaints effectively and conduct weekly follow-ups to verify status updates.
  • Keep reports and registries accurately updated on a weekly basis.

Qualifications

  • Strong problem-solving skills and ability to troubleshoot technical issues.
  • Able to work independently and in an organized manner. 
  • Familiarity with quality control processes, continuous improvement and documentation.
  • Excellent communication skills, both verbal and written.
  • Communication skills in both French and English. Proficiency in English is required for communication with clients and colleagues across Canada and colleagues in the United States.
  • Proficient in Microsoft Office Suite (Intermediate Excel)
  • Familiarity with the electrical industry, an asset.

Education and Experience 

  • Certifications related to electrical or technology systems are preferred. Industry experience will also be considered
  • Experience in customer service, technical support and /or troubleshooting
  • Experience in Oracle, SAP, or other ERP systems, an asset.

What we offer

  • Work-life balance
  • A stimulating and friendly work environment 
  • Complete group insurance program & group RRSP 
  • Employee assistance program
  • Recognition programs 
  • Skills development program

Join our team now! Send us your CV with a cover letter to recrutementcanada@leviton.com. 

By submitting their application, candidates consent to the collection, use, and retention of their necessary personal information for the recruitment process. This data will be managed in accordance with the requirements of Quebec’s Law 25, ensuring its confidentiality and security. We commit to collecting only relevant information and protecting it against unauthorized access. Candidates’ personal information will be retained only for the duration necessary to evaluate their application and will then be deleted in accordance with our data retention policy.

About Leviton

At Leviton, we build what’s next to light, power, and connect everyday spaces, from electrical, to lighting, to data networks, and energy management. With over 115 years of history, Leviton develops thoughtful solutions that help make its customers’ lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset. We ASK questions, EMBRACE challenges, SEEK new perspectives, and ANTICIPATE what comes next. It’s about each person bringing skills and passion to a challenging and constantly changing world.