IT Desktop Support jobs in Kitchener, ON

Department: Commercial

Reports To: Customer Experience Manager

Location: In Office (Canada) | Travel Opportunities

Summary

Deep Trekker, a proud Halma Company, is seeking a technically skilled and customer-focused professional to join our growing support team. As an ROV Technical Support Representative you will serve as a trusted point of contact for our customers and dealers, providing best-in-class support through diagnostics, troubleshooting and solutions that enhance the Deep Trekker experience.

This role is ideal for someone with field service or technical troubleshooting experience who is eager to grow their career. You’ll gain comprehensive exposure to our robotics systems, support workflows, and customer engagement strategies, building a future that bridges technical expertise and consultative sales.

Responsibilities

Customer Support & Troubleshooting

• Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
• Support diagnostics and troubleshooting across mechanical, electrical, and software components—including Tier 3 networking-related issues. Training on Tiers 1, 2 and 3 provided.
• Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
• Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
• Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.

Product Knowledge & Documentation

• Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
• Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
• Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
• Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.

Quoting, Invoicing & Systems Use

• Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
• Assist with data entry, part orders, and service scheduling in alignment with customer needs.
• Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.

Professional Development & Growth

• Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
• Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.

Skills and Experience

• 2+ years of experience in technical support, field service, or troubleshooting.
• Strong mechanical and electrical aptitude; networking experience is a strong asset.
• Exceptional communication and customer service skills with the ability to communicate effectively across a variety of audiences.
• Organized and detail oriented with strong documentation habits.
• Experience with CRM and ERP systems.
• Demonstrated problem solving mindset with a proactive and resourceful aptitude.
• Willingness to participate in on-call rotations and support a global customer base.
• Passion for continuous learning.

Deep Trekker is an equal-opportunity employer, and we encourage applications from candidates of all backgrounds and identities. Applicants who require a reasonable accommodation to complete the application and/or interview process should notify us at hr@deeptrekker.com.

Job Types: Full-time, Permanent

Pay: From $24.00 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match

Work Location: In person