About Avro GSE and the Saskarc Group
Avro GSE Inc. is a fast-growing provider of aviation ground support equipment and a proud member of the Saskarc Group of Companies. Saskarc Group, headquartered in Oxbow, SK, is a diversified industrial group with expertise across steel fabrication, equipment supply, and industrial services. Being part of Saskarc gives Avro the strength of a larger organization while maintaining the agility and entrepreneurial spirit of a specialized business unit.
This role is central to the experience our customers have after the sale — and to the long-term relationships that drive Avro’s growth.
The Opportunity
We’re looking for an Aftersales Customer Support Specialist to join us in Regina and become a trusted point of contact for our customers after the sale. You’ll manage customer inquiries, resolve technical issues, and make sure every interaction strengthens the relationship.
Day to day, you’ll troubleshoot technical challenges, analyze customer concerns, coordinate the right solutions across internal teams, and maintain detailed service records — all with a proactive approach to building lasting customer relationships.
Why Join Us
- Salary of $60,000 per year
- Comprehensive health, dental, and vision benefits
- Three weeks of paid vacation
- Professional development support
- The stability of Saskarc Group combined with the entrepreneurial pace of a specialized GSE business
What You’ll Do
- Manage incoming customer inquiries and respond promptly, clearly, and professionally
- Troubleshoot technical challenges and resolve issues to the customer’s satisfaction
- Analyze customer concerns and coordinate the right solutions across internal teams
- Maintain accurate, detailed service records
- Build and nurture long-term customer relationships through proactive communication
- Partner with sales and operations to keep customers supported and informed after the sale
- Process warranty claims and returns (RMAs) and assist customers with spare-parts identification and ordering
- Triage and prioritize cases against response-time targets, escalating urgent equipment-down situations
- Identify service-contract, maintenance-plan, and replacement-cycle opportunities and pass them to the sales team
- Feed recurring failure patterns and product issues back to the sales, service, and product teams
- Track open cases and key service metrics such as first-contact resolution and customer satisfaction (CSAT)
- Travel occasionally to customer sites or other Avro locations
What You’ll Bring
- Strong customer support and customer satisfaction skills, with a focus on fostering positive client relationships
- Excellent interpersonal skills for effective communication and collaboration with both customers and internal teams
- Experience in providing technical support, including troubleshooting and problem resolution
- Ability to read and interpret equipment manuals, parts catalogues, and basic electrical and hydraulic schematics
- Demonstrated analytical skills to assess customer needs and identify effective solutions
- Strong de-escalation and conflict-resolution skills in time-sensitive situations
- Strong written communication skills for clear service notes, status updates, and resolution summaries
- Ability to manage multiple tasks in a fast-paced environment
- Strong organizational and time management skills
- A continuous-improvement mindset, with the ability to spot and recommend better ways of working
- ERP experience (Acumatica or similar), familiarity with a ticketing or case-management system, and solid Excel skills
- Proficiency in using customer relationship management (CRM) software
- High school diploma or equivalent; additional certifications in customer service or technical support are a plus
Pay: Up to $60,000.00 per year
Benefits:
Ability to commute/relocate:
- Regina, SK S4V 2N1: reliably commute or plan to relocate before starting work (required)
Experience:
- Industrial maintenance: 1 year (preferred)
Willingness to travel:
Work Location: In person
