Technical Support Customer Experience Representative

Posting date: January 29, 2019

Position Summary

Reporting to the Manager, Customer Service & Procurement, this is a hands-on role responsible for acting as the liaison between the company and the customer to provide resolution to service and technical issues.

Key Responsibilities

  • Receive all in-coming calls and re-direct to the appropriate department
  • Qualify all in-coming service inquiries via phone, email
  • Identify warranty vs non-warranty inquiries
  • Prepare and provide customer with required RMA forms to return materials for repair/replacement/credit depending on the circumstance(s) of the request
  • Work closely with Shipping Department to arrange pick up and return of product as required
  • Monitor and Track the status of incoming RMA/RCA and follow up with Customers as required
  • Work closely with the Repair Services Department to ensure appropriate response time and completion of repairs
  • Follow up with customers and advise them of updates and resolutions on inquiries and/or complaints
  • Identify recurring issues with product or customer and communicate to Sales Project Coordinator
  • Escalate urgency of RMAs as necessary and communicate to Sales Project Coordinator
  • Provide price quotations for non-warranty replacement parts and repairs
  • Process orders and prepare invoices for warranty replacement products & repairs
  • Maintain and update RMA Database daily – including tracking details and final repair details
  • Follow up with customers once RMAs has been shipped back to customer
  • Cross-Train and provide back-up to Customer Experience Representative
  • Maintain the filing system while ensure all files are current and accurate
  • Communicate with other Departments as required
  • Operate in alignment with the mission and vision of P.L. Light Systems and its established processes and procedures, performing all duties in a timely and professional manner
  • Adhere to the PL Light Systems Code of Conduct for workplace decorum
  • Perform other duties and projects as required from time to time


Beamsville, Ontario


Work Environment

  • Fast paced, deadline driven environment


Physical Effort

  • Little or limited physical effort
  • Sitting for prolonged periods of time


Mental Effort 

  • Long periods of concentration in front of computer or reading documentation
  • Attention to detail


Work Hours

  • 8:00 am to 4:30 pm – includes a 45 minute lunch break
  • Overtime as required


Education/Work Experience 

  • Post Secondary degree preferred or equivalent experience


Technical / Behavioural Skills 

  • Relentless attention to detail and highly organized
  • Exceptional ability to communicate clearly both verbally and in writing
  • Solid judgment and decision-making skills
  • Self-motivated, with a positive attitude, the ability to think outside the box, and perform with limited supervision
  • Solid relationship management skills, including the ability to work effectively with both internal and external stakeholders
  • Proficiency with MS Office applications and ERP software
  • Mathematical & problem-solving abilities
  • Product & industry knowledge an asset