Product Support Specialist

Résumé du poste

The Product Support Specialist provides technical support for satellite communication and RF/microwave equipment by troubleshooting hardware and resolving system issues. They also manage support tickets, perform product diagnostics, and collaborate with internal teams to ensure effective issue resolution.

Détails du poste

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 Product Support Specialist, you will provide technical support for satellite communication products and RF/microwave equipment. You will troubleshoot hardware and system issues, support customers and internal teams, manage support tickets, perform product diagnostics, and collaborate closely with Engineering, Sales, and Quality teams to ensure timely and effective issue resolution. What You'll Do: * Provide technical support for satellite communication systems, RF products, and microwave components * Troubleshoot, diagnose, and resolve hardware and system-related issues * Support customers and internal Sales teams through phone, email, and ticketing systems * Manage and maintain technical support tickets to ensure accurate tracking and timely resolution * Perform diagnostics, testing, and evaluation of returned products and systems * Generate RMA documentation, failure analysis reports, and technical service updates * Collaborate with Engineering and Quality teams to investigate and resolve product issues * Deliver product training and technical guidance to customers and internal staff * Develop and maintain technical documentation, knowledge base articles, and service materials * Conduct field troubleshooting and customer support activities when required * Recommend effective technical solutions based on customer requirements * Assist with product validation, testing, and continuous improvement initiatives * Support additional operational and technical tasks as assigned What You'll Bring: * Diploma or degree in Electronics, Electrical Engineering Technology, Telecommunications, or a related technical discipline * 1+ year of experience in technical support, electronics troubleshooting, or RF systems support * Strong understanding of electronic hardware troubleshooting and diagnostics * Experience using RF test equipment such as: * Spectrum analyzers * Oscilloscopes * Signal generators * Knowledge of satellite communications, microwave systems, or wireless communications is considered an asset * Excellent problem-solving and communication skills * Customer-focused mindset with strong interpersonal abilities * Experience using support ticketing systems and technical documentation tools * Ability to work independently and collaboratively within cross-functional teams * Flexibility to occasionally support after-hours customer issues when required 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.

Ce que vous ferez

The Product Support Specialist provides technical support for satellite communication and RF/microwave equipment by troubleshooting hardware and resolving system issues. They also manage support tickets, perform product diagnostics, and collaborate with internal teams to ensure effective issue resolution.

Exigences

Candidates must hold a diploma or degree in Electronics, Electrical Engineering Technology, Telecommunications, or a related field. At least one year of experience in technical support or electronics troubleshooting is required, along with proficiency in using RF test equipment.

Avantages

• Paid vacation • Paid sick days • Comprehensive health benefits • Medical insurance • Dental insurance • Life insurance • RRSP program • Professional development fund • Job-related training reimbursement • Flexible hours • Employee referral program • Employee award program

Compétences indiquées

• Technical Documentation · Souhaitée
• Service à la clientèle · Souhaitée
• Hardware Diagnostics · Souhaitée
• Résolution de problèmes · Souhaitée
• Communication Skills · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical support
• Electronics troubleshooting
• RF systems support
• Hardware diagnostics
• Spectrum analyzers
• Oscilloscopes
• Signal generators
• Satellite communications
• Microwave systems
• Wireless communications
• Problem-solving
• Communication skills
• Customer service
• Ticketing systems
• Technical documentation
• Hardware Troubleshooting
• Validation Testing
• Oscilloscope
• Technical Support
• Customer Support
• Telecommunications
• Customer Service
• Communication
• Continuous Improvement Process
• Electrical Engineering Technology
• Electronic Hardware
• Electronics
• Sales
• Signal Generators
• Innovation
• Problem Solving
• Microwaves
• Product Support
• Radio Frequency
• RF And Microwave Filter
• Satellite Communications
• Technical Documentation
• Technical Services
• Troubleshooting (Problem Solving)
• Wireless Communications
• Test Equipment

Domaines d’emploi

• Technology
• Engineering
• Customer Service & Support
• Manufacturing
• Security & Safety
• Product Support Specialist
• Radio Technician
• Information and Communications Technology Installers and Servicers
• Broadcast Technicians