Technical Services Specialist (L2)

Think back—was there ever an elevator ride that made you go, “Whoa, this is nice”?

Maybe it was an elegant glass lift or a minimalist stainless-steel rocket.

It might have shaped your first impression or left a lasting memory of a building.

Chances are, the details made the difference; with an aesthetic interior and stylish, well-built buttons and fixtures. Immersive digital technology like visual displays may have turned a simple ride into a memorable experience as well. You may not have noticed these details then, but once you’ve worked with us, you’ll start noticing them everywhere you go.

Company Overview:

We have a vision – to have a MAD product in every elevator. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of industry-leading fixtures, high quality elevator car interiors, and cutting-edge digital products.

At MAD, we set you up to be the expert – providing the tools, support, and environment to help you thrive. From there, it’s all you – your drive and ideas lead the way. MAD has been ranked among Canada's top 500 fastest growing companies, one of Canada’s Best Managed Companies, a Best Places to Work in Canada, and among Best Employers for Recent Graduates.

Our New Technical Services Specialist (L2):

Provide customers with technical support for MAD fixture and TTG products and improve manufacturing processes by identifying recurring deficiencies.

Ideal candidate should be passionate about technology, possess strong customer service and problem-solving skills and ability to work in a fast pace high-volume environment.

What you bring to the role:

• Degree in Electrical Engineering, Computer Engineering or equivalent experience
• At least 1 - 2 years in a technical support role
• Must have electrical knowledge
• Experience in a manufacturing environment an asset
• Excellent knowledge of software and internal applications (E.g. MS Office, ERP)
• Ability to troubleshoot customer issues and prove solutions.
• Ability to work autonomously
• Strong communication skills, both verbal and written
• Ability to take initiative and multitask in an extremely fast paced work environment
• Clear Background Checks – Criminal (required)
• Eligible to work in Canada

What you will do in the role:

1. Solve customer issues regarding defective products and technical issues.
2. Serve as the primary means of contact for staff and clients regarding technical issues and inquiries.
3. Investigate project and product history, and execute corrective action to rectify the issue.
4. Work proactively to update customers by reporting progress regarding outstanding queries.
5. When required, liaise with other departments to obtain answers to urgent or complex problems.
6. Make recommendations regarding technical support procedures, and other steps to reduce help calls and better ensure total customer satisfaction.
7. Identify the root causes of technical deficiencies and identify improvement strategies.
8. Proactively create procedures to prevent and reduce the severity of outages.
9. Work with internal staff to educate and train for continuous improvement.
10. Other duties as assigned.
11. Able to lift up to 15lbs; may work in hot areas 5%, noise 0%.
12. Ensure adherence to Health and Safety as well as active participation in 5S activities in work area.

Measures of Success:

• Resolve open technical support and NCR cases within 10 business days.
• Maintain First Contact Resolution and First Attempt Resolution rates of 90% or higher.
• Keep rolled calls to 15 or fewer per month and unanswered inbound calls to 10 or fewer per month.
• Process 95% of NCR and Warranty Claims on the same day, within 1 hour of receipt.
• Maintain an average time to first response of 6 hours or less.
• Maintain an average time to resolution of 8 hours or less.
• Maintain an average ticket age of 10 days or less.
• Achieve an average shipping turnaround time of 18 hours or less.
• Demonstrate consistent professionalism, reliability, and accountability when supporting customers and internal stakeholders.
• Take ownership of issues from initiation through resolution, providing timely communication and follow-up.
• Contribute positively to team success through collaboration, knowledge sharing, mentorship, and support of continuous improvement initiatives.
• Exercise sound judgment when prioritizing work, managing escalations, and balancing customer experience, quality, and business requirements.

This position is located at 6635 Ordan Drive in Mississauga, ON. Hours are typically 8:00am to 4:30pm.

Pay: $73,500.00

This is a Full-time, Salary position.
This posting has one (1) vacancy.

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Artificial Intelligence (AI) Disclosure: MAD Elevator Inc. uses artificial intelligence (AI) to assist in screening, assessing, ranking, and/or selecting applicants for this position. Hiring decisions are not made solely by AI and include human review and oversight. Final hiring decisions are made by our hiring team.

Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.

We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If you require accommodation in applying for a posting, please contact Human Resources.