Overview
The Product Support Specialist is a hybrid technical and customer-facing role responsible for supporting the full lifecycle of company instrumentation, from customer onboarding and training to equipment deployment, maintenance, and logistics. This role serves as a key link between clients, operations, and manufacturing, ensuring a seamless customer experience while maintaining high standards of system performance and reliability. The ideal candidate combines strong technical troubleshooting skills with excellent communication abilities and thrives in a fast-paced, hands-on environment.
Success in this role is demonstrated by consistently onboarding customers with minimal escalation, ensuring equipment is deployment-ready and available, resolving help desk requests promptly and professionally, and maintaining accurate, real-time visibility of equipment with minimal shipping delays.
Job Duties
Customer Onboarding and Support
- Act as the primary point of contact for clients during onboarding and active projects
- Train client operators on equipment use and basic workflows (remote)
- Provide remote support during deployment campaigns
- Manage and respond to help desk requests, ensuring timely resolution and follow-up
Manufacturing and Maintenance Support
- Configure software systems and install HHS software (including updates and version control)
- Assist with routine inspection, testing, and preventative maintenance of equipment
- Test and operate instruments as required
- Testing of new equipment in preparation of first deployment
- Troubleshoot first-level hardware, software and workflow issues
- Escalate complex or recurring technical issues to the Operations Manager
Equipment Deployment Support
- Prepare equipment for deployment (cleaning, functional checks, packaging, recalibration as required)
- Customize systems based on customer-specific requirements and workflows
- Develop strong working knowledge of instruments to support effective use by clients
Equipment Tracking & Coordination
- Track location and status of all rented equipment (in use, in transit, in maintenance)
- Coordinate returns from clients
- Identify and follow up on damaged, missing, or delayed equipment
- Support planning for equipment availability based on upcoming demand
Logistics & Shipping
- Coordinate domestic and international shipments (couriers, freight, customs brokers)
- Prepare shipping documentation (commercial invoices, packing lists, export declarations)
- Ensure compliance with import/export regulations and documentation requirements
- Track shipments end-to-end and proactively resolve delays or issues
- Package equipment securely for global transport
- Communicate with clients and suppliers regarding shipment status and delivery timelines
Requirements
- B.Sc. in Geophysics, Engineering, Computer Science, or related field
- Alternatively, a technical diploma in instrumentation/technologist with relevant experience
- Hands-on experience with instrumentation or technical systems preferred
- Strong problem-solving and troubleshooting skills
- Comfortable working with both hardware and software systems
- Strong interpersonal skills and ability to work with customers
- Comfortable supporting sales efforts and customer retention
- Can work independently and manage competing priorities
Pay: $60,000.00-$80,000.00 per year
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
- Work from home
Ability to commute/relocate:
- Winnipeg, MB R3H 0T1: reliably commute or plan to relocate before starting work (preferred)
Education:
- Bachelor's Degree (preferred)
Location:
- Winnipeg, MB R3H 0T1 (preferred)
Work Location: Hybrid remote in Winnipeg, MB R3H 0T1
