Technical Support Engineer (Not IT)

October 7, 2026

Location: Home Office (Preferred: Drummondville, QC; service coverage in Montreal & Quebec City)Position SummaryWe are seeking a skilled and customer-oriented Technical Support Engineer to support our aerial work platform (AWP/MEWP) product line. This role is responsible for delivering technical expertise, troubleshooting, after-sales service, and customer support to ensure high equipment performance and customer satisfaction.Key Responsibilities1. Technical Support & Troubleshooting<ul><li>Provide remote and on-site technical support to customers and dealers</li><li>Diagnose and resolve issues related to electrical, hydraulic, and mechanical systems</li><li>Handle complex technical cases and provide effective solutions</li></ul>2. After-Sales Service & Maintenance<ul><li>Guide or participate in equipment installation, commissioning, repair, and maintenance</li><li>Support customers with preventive maintenance to improve equipment uptime</li><li>Travel to customer sites when necessary to perform service and repairs</li></ul>3. Product Support & Training<ul><li>Deliver technical training to customers and service teams (structure, systems, operation)</li><li>Develop and update technical documents, service manuals, and operation guides</li><li>Collect field feedback and support product improvements</li></ul>4. Spare Parts & Warranty Management<ul><li>Assist in warranty claims processing and technical evaluation</li><li>Recommend spare parts selection and support inventory planning</li><li>Track key component issues and coordinate with HQ on improvements</li></ul>5. Customer Communication & Support<ul><li>Maintain strong relationships with customers to enhance satisfaction</li><li>Support sales team with technical expertise (product selection, technical clarifications)</li><li>Respond promptly to customer inquiries and service requests</li></ul>QualificationsEducation<ul><li>Bachelor’s degree or diploma in Mechanical Engineering, Electrical Engineering, Automation, or a related field preferred</li></ul>Experience<ul><li>Experience with aerial work platforms or construction equipment (e.g., telehandlers, excavators) preferred</li><li>Prior experience in technical support or after-sales service is an asset</li></ul>Technical Skills<ul><li>Solid knowledge of hydraulic systems, electrical control systems, and mechanical structures</li><li>Strong troubleshooting and problem-solving skills</li><li>Ability to read and interpret electrical schematics and hydraulic diagrams</li><li>Proficient in Microsoft Office tools</li></ul>Language<ul><li>Fluent in English and French (spoken and written)</li></ul>Additional Requirements<ul><li>Strong communication skills and customer service mindset</li><li>Ability to travel and perform on-site service work</li><li>Valid driver’s license</li></ul>Nice to Have<ul><li>Experience with AWP brands such as JLG, Genie, Skyjack</li><li>Experience in technical training or team leadership</li><li>Familiarity with the North American construction equipment market</li></ul>Key Performance Indicators (KPIs)<ul><li>Response time to technical issues</li><li>Customer satisfaction level</li><li>First-time fix rate / resolution rate</li><li>Warranty cost control</li></ul>------------------------------------------------Lieu : Télétravail (de préférence basé(e) à Drummondville, QC ; couverture Montréal & Québec)Résumé du posteNous recherchons un(e) Ingénieur(e) Support Technique / Service Après-Vente motivé(e) et orienté(e) client pour soutenir notre gamme de plateformes de travail en hauteur (AWP). Ce rôle est essentiel pour garantir la performance des équipements, offrir un support technique de qualité et assurer la satisfaction des clients.Responsabilités principales1. Support technique et diagnostic<ul><li>Fournir un support technique à distance et sur site aux clients et distributeurs</li><li>Diagnostiquer et résoudre les pannes (systèmes électriques, hydrauliques et mécaniques)</li><li>Gérer les cas techniques complexes et proposer des solutions efficaces</li></ul>2. Service après-vente et maintenance<ul><li>Participer ou superviser l’installation, la mise en service, la maintenance et les réparations des équipements</li><li>Accompagner les clients dans l’entretien préventif pour optimiser la disponibilité des machines</li><li>Se déplacer sur site si nécessaire pour effectuer des interventions techniques</li></ul>3. Support produit et formation<ul><li>Dispenser des formations techniques (structure, systèmes, utilisation) aux clients et aux équipes internes</li><li>Rédiger et mettre à jour les documents techniques, manuels d’entretien et guides d’utilisation</li><li>Recueillir les retours du terrain et contribuer à l’amélioration des produits</li></ul>4. Gestion des pièces et garanties<ul><li>Participer au traitement des réclamations sous garantie et à leur évaluation technique</li><li>Conseiller sur la sélection des pièces de rechange et appuyer la gestion des stocks</li><li>Suivre les problèmes des composants clés et collaborer avec le siège pour les améliorations</li></ul>5. Relation client et communication<ul><li>Maintenir une relation de confiance avec les clients et améliorer leur satisfaction</li><li>Apporter un support technique à l’équipe commerciale (sélection produits, réponses techniques)</li><li>Assurer une réponse rapide et efficace aux demandes des clients</li></ul>QualificationsFormation<ul><li>Diplôme en génie mécanique, génie électrique, automatisation ou domaine connexe (atout)</li></ul>Expérience<ul><li>Expérience dans les plateformes élévatrices ou les équipements de construction (p. ex. chariots télescopiques, excavatrices) fortement souhaitée</li><li>Expérience en support technique ou service après-vente (atout)</li></ul>Compétences techniques<ul><li>Bonne connaissance des systèmes hydrauliques, électriques et mécaniques</li><li>Excellentes capacités de diagnostic et de résolution de problèmes</li><li>Capacité à lire des schémas électriques et hydrauliques</li><li>Maîtrise des outils bureautiques (MS Office)</li></ul>Langues<ul><li>Bilingue français et anglais (oral et écrit)</li></ul>Exigences supplémentaires<ul><li>Excellentes aptitudes en communication et sens du service client</li><li>Disponibilité pour des déplacements et interventions sur site</li><li>Permis de conduire valide</li></ul>Atouts<ul><li>Expérience avec des marques AWP telles que JLG, Genie, Skyjack</li><li>Expérience en formation technique ou en gestion d’équipe</li><li>Connaissance du marché nord-américain des équipements de construction</li></ul>Indicateurs de performance (KPI)<ul><li>Temps de réponse aux incidents techniques</li><li>Niveau de satisfaction client</li><li>Taux de résolution des pannes</li><li>Maîtrise des coûts de garantie</li></ul>

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