Product Support Engineer

Title:                  Product Support Engineer 
Business Unit:     Wesko Locks, Ltd
Location:            Mississauga, ON (on-site)
Department:       Operations
Shift:                 1st
Status:               Full-Time
Reports To:         Director of eLock

Position Summary:
The Product Support Engineer role at Wesko is a critical link between our engineering team and our customers, responsible for providing technical support, troubleshooting, and general guidance. This role requires a strong technical background, excellent communication skills, and a proactive approach to problem-solving. The ideal candidate will have experience in technical support or field engineering within the electronic or manufacturing industry, along with the ability to clearly communicate complex technical issues.

Key Responsibilities:

• Provide direct product support to customers for technical issues primarily via Teams, phone, and email.
• Diagnose, troubleshoot, and resolve issues with electronic locks and related systems, ensuring timely and effective solutions
• Develop and conduct high quality virtual training events for external and internal customers.
• Document and maintain records of customer interactions, technical issues, and resolutions to ensure knowledge sharing and improve response time.
• Incorporate customer feedback to update technical documentation, troubleshooting guides, and product data on our website.  
• Stay updated on product changes, new features, and industry developments to provide accurate and relevant support.    
• Assist in the development of software specifications. 
• Develop methods and perform quality testing on new products    
• Prepare and provide sales quotes to customers for products and services
• Perform other duties as necessary.

Minimum Qualifications

• Bachelor’s degree in engineering or related field
• Minimum 2 years of experience in an engineering or customer service role.
• Strong ability to analyze and solve problems.
• Excellent verbal and written communication skills in English.  Fluency in French is desirable.
• Ability to thrive in a fast-paced environment.

Join Our Team!

We review applications regularly, so don’t hesitate, apply today!
 

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.