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Technical Support Analyst – Full Time, Permanent

London, Ontario

Position Summary

The Technical Support Analyst is to provide prompt, courteous and knowledgeable telephone technical assistance and troubleshooting to customers.

Essential Duties and Responsibilities:

  • Assess, diagnose, and troubleshoot email and telephone service inquiries from Contractors, Sales Team, and Wholesalers
  • Document and keep updated reports from email and telephone inquiries from Contractors, Sales Teams, and Wholesalers
  • Follow up and make scheduled call backs to Contractors, Sales Team, and Wholesalers where necessary
  • Maintain professional relationships with Contractors, Sales Team, and Wholesaler
  • Ability to read diagrams, specifications sheets and, schematics
  • Keeping up with the latest market conditions, products, building code changes, heating, ventilation, and air conditioning equipment
  • Document and keep organized and updated reports on Return Merchandise Authorization (RMA) procedures including inspection and testing of returned merchandise
  • Test, inspect and troubleshoot returned merchandise to identify malfunctions for potential credits
  • Work closely with Engineering team to report on malfunction trends and determine issues by evaluating and analyzing symptoms
  • Assist the Engineering and Marketing Teams with writing of manuals, spec sheets and brochures to ensure written literature is current and up to date
  • Organize ideas and communicate oral and written messages to appropriate team members
  • Demonstrate ability to communicate verbally and in writing within a moderate to fast paced environment
  • Demonstrate excellent organizational skills, accustomed to utilizing various mediums and software to complete tasks within a timely manner
  • Computer literacy and knowledge. Must be familiar with various internet-based platforms such as Google Drive, Microsoft Excel, and Outlook
  • Ability to take direction and work with a minimal amount of supervision

Skill/Knowledge/Experience required to perform the job:

  • In-depth knowledge of company products, their applications, and limitations
  • Inherent cost/price structures, acquired through several months of on-the-job training
  • Three or more years of relevant practical experience in ventilators and building technology
  • Knowledge of company equipment, warranties and quoting pricing of replacement parts
  • Learning ability to acquire technical expertise regarding installation and operation
  • Numerical ability to make mathematical computations quickly and accurately for orders and estimates
  • Clerical perception to see pertinent detail in reference materials such as catalogues, manuals, and specifications
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • Working knowledge of computer systems and Microsoft Office
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
  • Excellent customer service skills, communication skills, both oral and written
  • Possess tact and judgement in dealing with difficult and demanding customers

How To Apply:

Qualified candidates are invited to submit their cover letter and resume to Darlene Bear, Human Resources Manager by email at

We thank all applicants; however only the most qualified candidates will be contacted.

Reasonable accommodations are available for applicants with disabilities throughout the recruitment process. If you are selected for an interview and require accommodations for interviews or other meetings, please advise Human Resources.

Interested? We'd love to hear from you

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