Store Support Analyst

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

Under the supervision of the Technical Manager, the position is responsible for assisting customers with technical matters. The position is also responsible for determining warranty coverage and performing inspections on products that may require warranty claims. The role also provides troubleshooting support and technical recommendations to resolve customer product and application issues.

Provides customer assistance and responds to concerns on technical related matters.
Presents comparison of parts and parts specifications to customers in order to assist in choosing the most appropriate product for their needs.
Communicates with suppliers and vendors in providing and explaining technical information.
Communicates warranty concerns with customers and determines product warranty coverage;
Instructs and informs the warehouse team about items that need to be shipped for warranty/service purposes.
Verifies goods and compares order information to ensure customers are receiving correct products and complete orders.
Determines the best course of action to identify issues with products, either in the warehouse or with customers.
Tests, inspects, and repairs technical defects with customer products.
Provides troubleshooting assistance and technical recommendations to customers.
Collects defect-related data, identifies trends, and reports findings to management.
Provides a back up for our Inside Sales Team as it pertains to high level technical support
attends training and completes readings on new products to learn how the new parts work and how to perform maintenance.
Quotes modification to standard products, extracts costed bills of material for a standard product, modifies the bill of machine with alternate parts, and provides sales team with a price with set margin calculations
Post-secondary education in a mechanical or technical discipline (including Small Engine Technician, Mechanical Engineering Technician or Technology), or equivalent hands-on industry experience.
Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.).
Ability to use hands-on mechanical skills to inspect, repair products.
Ability to analyze data and draft reports.
Experience with Data collection and reporting as it pertains to defects, identifying trends, and alerting management.
Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings
Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; We will help you grow so that we can continue growing.

Competitive vacation
Paid personal day program
Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays
We regularly host social events and gatherings to foster togetherness and fun

We use automated tools, including artificial intelligence, to help review applications efficiently. We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.