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Key Account Support and Trainer – Mississauga, Ontario

Misssissauga, Canada

B&R, a Member of The ABB Group, offers an excellent opportunity to work for an international company with a great working environment. We offer extensive B&R product, Train the Trainer and Application Engineering training and we will guide you step by step as you enter into your role at B&R. This position will be based in B&R Mississauga, Ontario office. You will report directly to the Country Managing Director - Canada.

  • Your responsibilities
  • Manage and coordinate technical support to customers.
  • Maintain detailed technical understanding of B&R products.
  • Provide a higher level of support for our most important customers.
  • Responsible for open issues (best practice, bug fix, new functions, Application & Service and feature request).
  • Create customer tickets, track open tickets by adding missing information and escalation. Must close all tickets in timely manner and update customers on the ticket status.
  • Review service level customer survey and communicate areas for improvement and action plan.
  • Prepare a weekly report of open tickets, closed tickets and in process tickets.
  • Organize meetings to review the results with sales engineers and customers.
  • Manage regular meetings with customers to review open issues and own the documentation and follow-up.
  • Record meeting notes and update status in CRM and other defined tools.
  • Provide expert Automation Academy training to customers.
  • Develop and maintain Automation Academy training material, design custom training curriculum.
  • Define customer needs and recommend appropriate training plans.
  • Write up lab exercises, ancillary training material and technical documents.
  • Design, build and maintain training demos.
  • Teach programming seminars and diagnostics workshops.
  • Evaluate and document trainee performance.
  • Travel to customer locations to deliver on-site training.
  • Answer product questions.
  • Troubleshooting, researching, reproducing, and resolving technical issues.
  • Assist the Sales Team in qualification of customer needs and product specification.
  • Support Client Relations with technical support.
  • Assist the Sales team and Client relations with technical proposals when required.
  • Develop and conduct in-depth presentations about new products.
  • Customer site visits as a part of sales or support efforts. Position requires some domestic and little international travel. Must be willing to travel up to 25%. Valid passport is required.
  • Immediate Goals
  • Successfully complete the Engineering Camp training program and the Train the Trainer program.
  • Complete SAP, CRM and Engineering tools training.
  • Work as a self-motivated team player to achieve results.
  • Your background
  • 2-4 years customer service experience preferred
  • Bachelor's degree (BS) from four-year college or university in Computer Science (CS), Computer Engineering (CMPE), Electrical Engineering (EE) or Mechanical Engineering (ME)
  • Application development experience in a high-level language, preferred C and C++
  • IEC 61131 programming languages (ladder diagram, structured text, etc.)
  • In depth knowledge of Windows operating systems
  • Visual Basic 6.0, Visual Studio .NET
  • Real-time operating systems and programming in real-time environments
  • Great interest in PC- and PLC-hardware applications, mechanical and electrical systems and physics
  • Excellent communication skills and strong customer service ethics
  • Desire to work in an international team environment
  • Creativity and ability to make decisions
  • A valid passport is required
  • Legal authorization to work in Canada. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Benefits
  • Medical, Dental, Short-term and Long-term Disability, Life, Accidental Death and Group RSP company matching plan
  • The opportunity to actively contribute and drive ideas forward
  • Customized training and development programs in our Automation Academy

More about us

As a global leader in industrial automation, B&R combines state-of-the-art technology and advanced engineering to provide customers in virtually every industry with complete solutions. In particular B&R develops, manufactures and distributes industrial electronics, software and mechatronic solutions as well technologies for machine and factory automation. The innovative spirit that keeps B&R at the forefront is driven by a commitment to exceeding customer expectations. B&R has enhanced its automation portfolio in 2020 by acquiring a leading provider of delta robots, Codian Robotics. B&R is part of the ABB Group and its Robotics & Discrete Automation business area, which, together with the ABB Robotics Division, employs more than 11,000 people at over 100 locations in more than 53 countries.

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