Customer Support Engineer Team Lead

• Understanding all products offered for sales at Norsat. Collate a reference file for each product to support technical inquiries;
• Technical support for all Norsat product to customers and Sales team;
• Manage the ticketing software for support tracking;
• Providing training to customers and Sales team (after business hour support expected);
• Providing field support for training and troubleshooting;
• Providing internal training to employees;
• Diagnosing failures and recommending repair/replace actions;
• Preparing coherent and precise RMA reports for failed units;
• Act as Liaison between Engineering, Sales and the customer to lead troubleshooting actions for various product related issues;
• Writing and maintaining support documentation such as Field Service Bulletins;
• Providing support to the Quality Team on testing;
• Recommending technical solutions to meet customer needs;
• Other duties as assigned.

• Diploma or degree in Electronics, Electrical Engineering, or related field.
• Minimum 5 years of technical support experience in a related industry.
• 2+ years of leadership or supervisory experience in a technical service environment.
• Strong troubleshooting and diagnostic skills for RF and electronic products.
• Familiarity with satellite communication systems and microwave components is an asset.
• Hands-on experience with test equipment such as spectrum analyzers, oscilloscopes, and signal generators.
• Strong communication and customer-facing skills.
• Experience with support ticketing systems and generating analytical reports.
• Proficiency in technical documentation and training delivery.
• Ability to work flexible hours and provide support outside regular business hours when needed.

• Paid vacation days;
• 5 paid sick days;
• 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• Ongoing training available;
• Flexible hours of work based on position;

• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office, employees are encouraged to have some fun! (i.e., Bring Your Pet to the Office, Free Weekly Badminton Nights);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status.

This is an on-site position, so relocation will be required.

Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit.

Unfortunately, we are unable to provide assistance for work authorization.