Technical Support Specialist

The Technical Support Specialist - Level 2 is a hands-on, field-focused role responsible for diagnosing, troubleshooting, and repairing mechanical and electrical systems on vertical storage solutions. This position supports customers when equipment experiences mechanical, electrical, or controls-related failures and works directly with physical machinery, components, and wiring systems.

This is not an IT or software support role. The position involves working with electro-mechanical equipment, including motors, sensors, control panels, and automated systems, both remotely and onsite., * Diagnose and resolve mechanical, electrical, and electro-mechanical equipment failures on vertical storage solutions

• Troubleshoot breakdowns involving motors, drives, sensors, wiring, control panels, and automated components
• Travel Requirement: This role requires extensive travel (approximately 80-90%) to customer sites.
• Provide technical support to customers via phone, video, and frequent onsite visits
• Perform detailed fault analysis using wiring diagrams, electrical schematics, and mechanical drawings
• Support commissioning, repair, and operational recovery of industrial equipment
• Document findings, repairs, and corrective actions for recurring equipment issues
• Escalate complex mechanical or electrical failures to engineering when required
• Collaborate with engineering and product teams to improve equipment reliability and serviceability
• Follow established safety, risk management, and continuous improvement procedures

Do you have a valid Driver’s License license?, Do you have experience in Technical Proficiency?, * 5+ years of experience in a hands-on technical or field service role

• Strong background in industrial machinery, automation equipment, or electro-mechanical systems
• Proven ability to troubleshoot mechanical and electrical failures, not software or IT issues
• Experience interpreting electrical schematics, wiring diagrams, and mechanical drawings
• Industrial Electrician
• Millwright
• Automation or Controls Technician
• Industrial Mechanic (Millwright) or Automation Technician certification is an asset
• Valid Class 5 Driver’s License
• Valid passport and ability to travel domestically and internationally
• Strong communication skills when working directly with customers on equipment issues

Skills and Competencies

• Customer Service Experience - Prior experience in a customer-facing role is strongly preferred. You should be comfortable communicating with a wide range of customers and managing expectations professionally, especially in a support or service environment.
• Troubleshooting Experience (Non-IT) - Hands-on experience diagnosing and resolving mechanical and electrical issues related to HMI (Human-Machine Interface) systems and machine components. This role does not involve IT support or computer network troubleshooting. Understanding of machinery function and physical interfacing is key.
• ERP System Knowledge - Experience using Enterprise Resource Planning (ERP) software, such as SAP, Microsoft Dynamics, or similar, is an asset. You’ll use these tools to log service requests, track customer history, and manage workflow.
• Strong Communication Skills - Excellent verbal and written communication skills are essential. You must be able to clearly explain technical issues to customers with varying levels of understanding and document service interactions accurately.
• Computer Literacy - Proficiency in using standard office software (e.g., Outlook, Word, Excel) and the ability to learn and adapt to new programs quickly is essential for success in this role., Preferred
• ERP System Knowledge
• Trouble Shooting Experience
• Customer Service Experience, * Functional Expert: Considered a thought leader on a subject
• Innovative: Consistently introduces new ideas and demonstrates original thinking

Working at Vidir is about more than just being an employee; we work hard and we genuinely care about others while we do it. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level. At Vidir, you’re part of the family and this is our family culture.

What makes a Vidir Hero? Someone who sets and achieves goals, sees creative solutions, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well. With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards in your career as you advance at one of Canada’s Top Small and Medium Business Employers. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays!

Our mission is to “Make the world’s products safely accessible”. We are looking for caring, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s., You lift others every day-now it’s time to take your own growth to the next level! At Vidir, we truly care about your family and well-being. We encourage open conversations about work/life balance and offer flexible options to support you.

We regularly review our salary and benefits to ensure we all rise together. Our benefits include a 95% maternity leave top-up for up to seventeen weeks and up to $1,000 annually for mental health practitioner coverage.

We also offer exciting perks like free tickets to sporting events, financial support for your child’s summer camp, and fun, family-friendly events at venues like aquatic centers, theatres, and recreational facilities-because we believe recognition and celebration are part of a great workplace. Our locations offer a unique opportunity to enjoy more time in nature and less time dealing with traffic and city stress. Curious about where we’re located? Just ask! It’s time to rise together and help manufacture a brighter future with us!