If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!

Job Summary:

We are seeking a Mechanical Technical Resource to join our call center team and provide critical technical support to both internal staff and field technicians. The ideal candidate will have strong mechanical expertise and excellent communication skills, able to troubleshoot and resolve issues in a fast-paced environment. This role will involve assisting internal staff with mechanical inquiries, providing guidance on equipment repair or maintenance, and supporting field technicians by delivering technical solutions over the phone or through other communication platforms.

Key Responsibilities:

• Technical Support for Internal Staff:
  • Provide technical guidance and advice to internal employees regarding mechanical systems and equipment.
  • Assist in troubleshooting mechanical problems, ensuring swift and accurate resolutions.
  • Serve as a point of escalation for complex technical queries from internal departments.
• Support for Field Technicians:
  • Offer real-time support to field technicians by diagnosing technical issues and providing step-by-step solutions.
  • Collaborate with field teams to prioritize issues, ensuring fast response times for critical tasks or emergencies.
  • Assist with the identification of parts or materials required to complete repairs, ensuring technicians are fully equipped.
  • Act as a subject matter expert for platforms like Ainsworth ALL Access, THRIVE and SYCS, responding to incoming call from field staff
• Documentation and Reporting:
  • Review Labour Load reports for regional maintenance assignments to ensure optimal outcomes.
  • Create and maintain technical documentation, manuals, and troubleshooting guides for staff and technicians.
  • Track recurring technical issues and recommend potential improvements or solutions to prevent future occurrences.
• Collaboration with Other Departments:
  • Work closely with other technical departments, ensuring smooth information flow between teams.
  • Act as a liaison between field operations and product development or engineering teams to communicate common issues and propose solutions.
• Training and Development:
  • Assist with the onboarding and training of new field technicians and call centre team members.
  • Continuously improve knowledge of the company's systems and mechanical processes to enhance troubleshooting efficiency.
• Engage with Customers (Occasional):
  • Address technical concerns, with professionalism, clarity & empathy, ensuring high levels of customer satisfaction.
  • Ensure Customer Satisfaction through timely, professional & high quality responses to inquiries, in line with the company's standards.

Qualifications:

• High School diploma or equivalent (required).
• Associate's or Bachelor's degree in Mechanical Engineering, Mechanical Technology, or a related field (preferred)
• Mechanical or technical certifications (e.g., HVAC, equipment maintenance) are a plus.
• 3+ years of experience in mechanical troubleshooting, engineering experience, or technical support roles, preferably in an industrial or mechanical setting.
• Experience in a call center environment with knowledge of supporting field-based technicians (preferred).
• Strong knowledge of mechanical systems, equipment, and machinery.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks simultaneously in a high-pressure environment.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using computer systems for documentation, troubleshooting, and communication.

Working Conditions:

• This role will be primarily office-based within a call center environment
• May require occasional field visits for on-site support or troubleshooting

Why work at Ainsworth (a GDI company)?Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacationRewards: Service milestones and peer recognition plus Employee Discounts and IncentivesFlexibility: Hybrid working models, where applicableDiversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within companyWhile we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
Ainsworth (a GDI Company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.
Ainsworth (a GDI Company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.
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