Product Support Specialist jobs

Vidir Solutions Inc., Elevating Careers and Community

“We rise by lifting others” – Robert Ingersol

Working at Vidir is about more than just being an employee; we work hard and we genuinely care about others while we do it. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level. At Vidir, you’re part of the family and this is our family culture.

What makes a Vidir Hero? Someone who sets and achieves goals, sees creative solutions, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well. With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards in your career as you advance at one of Canada’s Top Small and Medium Business Employers. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays!

Our mission is to “Make the world’s products safely accessible”. We are looking for caring, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s.

The Opportunity:

Level up your career as a: Technical Support Specialist – 2 (Bilingual Spanish Speaking)

As a Technical Support Specialist – 2 (Bilingual Spanish Speaking), you will provide advanced technical support to customers and work closely with the Technical Support team to resolve complex issues, strengthen support processes, and help mentor Technical Support Specialist – 1 team members. This role plays an important part in maintaining strong customer satisfaction and ensuring technical issues are resolved efficiently and professionally. Spanish-speaking ability is considered an asset, as this role may support customers and partners in Spanish-speaking markets.

This is a hands-on, customer-facing support role. It is not an IT helpdesk position.

Your day-to-day involves diagnosing mechanical and electrical issues, walking customers through solutions, and coordinating with internal teams when needed to ensure timely resolutions.

Responsibilities:

“The World needs more of who you were made to be.” – Joanna Gaines

• Provide advanced technical support to customers by diagnosing and resolving complex technical issues through phone, email, video call, or onsite support when required, including supporting Spanish-speaking customers when needed.
• Use troubleshooting tools and methods to test solutions and support efficient technical problem resolution.
• Identify opportunities to improve technical support processes, procedures, and standards.
• Mentor and train Technical Support Specialist – 1 team members by sharing knowledge, providing guidance, and supporting skill development.
• Escalate unresolved or critical technical issues to the appropriate leader while ensuring clear and timely communication.
• Collaborate with product development teams by providing feedback on product features, functionality, usability, and customer needs.
• Demonstrate accountability under Vidir’s Risk Management System and Continuous Improvement Programs while leading by example.

Travel Requirements

Occasional travel to customer sites is required to provide onsite technical support or perform repairs. Candidates must hold a valid Class 5 Driver’s License and have a valid Canadian passport with the ability to travel internationally when needed.

“The World needs more of who you were made to be.” – Joanna Gaines

Qualifications

• Customer Service Experience – Prior experience in a customer-facing role is strongly preferred. You should be comfortable communicating with a wide range of customers and managing expectations professionally, especially in a support or service environment.
• Troubleshooting Experience (Non-IT) – Hands-on experience diagnosing and resolving mechanical and electrical issues related to HMI (Human-Machine Interface) systems and machine components. This role does not involve IT support or computer network troubleshooting. Understanding machinery function and physical interfacing is key.
• ERP System Knowledge – Experience using Enterprise Resource Planning (ERP) software, such as SAP, Microsoft Dynamics, or similar, is an asset. You’ll use these tools to log service requests, track customer history, and manage workflow.
• Strong Communication Skills – Excellent verbal and written communication skills are essential. You must be able to clearly explain technical issues to customers with varying levels of understanding and document service interactions accurately.
• Spanish-Speaking Ability – The ability to communicate effectively in Spanish is considered an asset and would support customer service in Spanish-speaking markets.
• Computer Literacy – Proficiency in using standard office software, including Outlook, Word, and Excel, and the ability to learn and adapt to new programs quickly is essential for success in this role.
• 2+ years of previous support or customer service experience in industrial automation, vertical storage systems, or a related field; 5+ years is preferred.
• Strong technical, analytical, and problem-solving skills, particularly in industrial automation systems.
• Valid Class 5 Driver’s License and valid Canadian passport with the ability to travel internationally.
• Relevant vocational or skilled trades experience, including but not limited to electrical, welding, or metal fabrication.
• Industrial Mechanic Millwright certification, Automation Technician certification, or equivalent credentials are considered assets.

How to Apply

Apply through our website at www.vidirsolutions.com/careers (http://www.vidirsolutions.com/careers)

Please note this is a technical support role focused on mechanical and electrical equipment, not an IT helpdesk or network support position.

Accommodations

Vidir Solutions Inc. is committed to meeting the accessibility needs of all individuals in accordance with The Accessibility for Manitobans Act and the Manitoba Human Rights Code. Should you require accommodation during the recruitment and selection process, please let us know.

Love Where you work – Live where you love:

You lift others every day—now it’s time to take your own growth to the next level! At Vidir, we truly care about your family and well-being. We encourage open conversations about work/life balance and offer flexible options to support you.

We regularly review our salary and benefits to ensure we all rise together. Our benefits include a 95% maternity leave top-up for up to seventeen weeks and up to $1,000 annually for mental health practitioner coverage.

We also offer exciting perks like free tickets to sporting events, financial support for your child’s summer camp, and fun, family-friendly events at venues like aquatic centers, theatres, and recreational facilities—because we believe recognition and celebration are part of a great workplace. Our locations offer a unique opportunity to enjoy more time in nature and less time dealing with traffic and city stress. Curious about where we’re located? Just ask! It’s time to rise together and help manufacture a brighter future with us!

Explore our company and products at www.vidirsolutions.com.

Find out about the Vidir experience at www.youtube.com/watch?v=LpIXnfj6Q8c (http://www.youtube.com/watch?v=LpIXnfj6Q8c)

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Experience

Preferred

• ERP System Knowledge
• Trouble Shooting Experience
• Customer Service Experience

Behaviors

Preferred

• Functional Expert: Considered a thought leader on a subject
• Innovative: Consistently introduces new ideas and demonstrates original thinking

Motivations

Preferred

• Job Security: Inspired to perform well by the knowledge that your job is safe
• Goal Completion: Inspired to perform well by the completion of tasks
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility