Product Support Engineer
MECATHERM Canada • richmond hill, Canada
Role Description
Product Support Engineer – Service Control Hub
The Product Support Engineer acts as the first technical contact point for customers and supports both field service teams and internal stakeholders. They provide efficient and high-quality remote technical support to customers operating MECATHERM and ABI equipment, ensuring fast issue resolution, minimizing downtime, and contributing to customer satisfaction.
Primary Responsibilities
- Ensure the performance and continuous evolution of the ControlHub:
- Contribute to the establishment of alert-handling procedures: classification, response, documentation, and escalation
- Implement Customer reports on the health of connected lines
- Contribute to the evolution of the MyMecatherm tool (ergonomics, features, etc.)
- Assume the role of MyMecatherm Key User
- Improve the tool – feedback with the Product Manager
- Support, explain, and coordinate Hotliners in ...