Education

• Bachelor’s degree or diploma in Mechanical Engineering, Electrical Engineering, Automation, or a related field preferred

Experience

• Experience with aerial work platforms or construction equipment (e.g., telehandlers, excavators) preferred

• Prior experience in technical support or after-sales service is an asset

Technical Skills

• Solid knowledge of hydraulic systems, electrical control systems, and mechanical structures

• Strong troubleshooting and problem-solving skills

• Ability to read and interpret electrical schematics and hydraulic diagrams

• Proficient in Microsoft Office tools

Language

• Fluent in English and French (spoken and written)

Additional Requirements

• Strong communication skills and customer service mindset

• Ability to travel and perform on-site service work

• Valid driver’s license

Nice to Have

• Experience with AWP brands such as JLG, Genie, Skyjack

• Experience in technical training or team leadership

• Familiarity with the North American construction equipment market

Key Performance Indicators (KPIs)

• Response time to technical issues

• Customer satisfaction level

• First-time fix rate / resolution rate

• Warranty cost control

1. Technical Support & Troubleshooting

• Provide remote and on-site technical support to customers and dealers

• Diagnose and resolve issues related to electrical, hydraulic, and mechanical systems

• Handle complex technical cases and provide effective solutions

2. After-Sales Service & Maintenance

• Guide or participate in equipment installation, commissioning, repair, and maintenance

• Support customers with preventive maintenance to improve equipment uptime

• Travel to customer sites when necessary to perform service and repairs

3. Product Support & Training

• Deliver technical training to customers and service teams (structure, systems, operation)

• Develop and update technical documents, service manuals, and operation guides

• Collect field feedback and support product improvements

4. Spare Parts & Warranty Management

• Assist in warranty claims processing and technical evaluation

• Recommend spare parts selection and support inventory planning

• Track key component issues and coordinate with HQ on improvements

5. Customer Communication & Support

• Maintain strong relationships with customers to enhance satisfaction

• Support sales team with technical expertise (product selection, technical clarifications)

• Respond promptly to customer inquiries and service requests