Product Support Analyst (Geomatics Engineering)

Title:  Product Support Analyst
Location: 
Richmond Hill, Ontario
Department:  Applanix
Reports to: 
Regional Customer Support Manager 

The successful candidate will provide technical support and assistance to sales personnel and customers through the selling cycle, perform product installation and customization, and provide after sale support.

RESPONSIBILITIES:
• Provides advice and consultation to customers, internal sales reps and product managers on applications, product performance and installation critical topics
• Assists in proposal preparation by providing input and clarification for technical details
• Participates in the technical training of staff and clients in use of company products
• Undertakes product installation and complex customization, collaborating with engineering staff and clients
• Responds to customer enquiries and assists in resolving complex problems during installation phases of project
• Participates in product technical reviews, impact assessments of new releases and reviews of competitive activity, and recommends product enhancements to engineering and sales staff
• Prepares documentation regarding modifications, troubleshooting procedures and problem resolutions
• Undertakes troubleshooting, at customer site, as required for complex problems
• Undertakes maintenance, preparation and basic repair of Applanix hardware products as required
• Provides technical guidance and direction to less experienced staff
• Follows and ensures compliance to workplace operating and environmental, health and safety procedures and guidelines

QUALIFICATIONS:
• Bachelor’s degree in Engineering
• 3-5 years’ experience in technical support or customer service
• Knowledge of GPS/IMU technology
• Working knowledge of Mapping and Surveying Industry
• Ability to present technical information in understandable form for non-technical recipients
• Working knowledge of the company’s products
• Excellent interpersonal and communications skills (verbal and written)
• Excellent customer service skills
• Ability to manage stressful situations
• Extensive travel may be required
• Requirement to be available and respond to off-duty calls on a 24/7 basis
• Ability to work independently and in a team environment
• Ability to set priorities and meet deadlines as well as remain flexible

Our Company 
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation, and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com

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