Customer Service Support Engineer

Quester Tangent Corporation

September 30, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at

Job Category: 
Job Specialization: 
Manufacturing and Production
Company Overview: 

We are expanding our rail Transit Electronics business and are looking for an individual to work hard and share in our success.  We have a strong track record of bringing innovative monitoring, diagnostics, and control electronics to the urban rail transit market places.
Come join us!

Established in 1983, Quester Tangent is a privately owned, Canadian corporation and a designer and manufacturer of software products and hardware systems that allow users to acquire, monitor, validate and process large amounts of data in either historical or real-time. While the application of the technology is ideal for any industry requiring data handling and supervised or unsupervised processing capabilities, the company's key market is Transit electronics. To date, Quester Tangent has sales in over 30 countries.


Job Summary: 

The Customer Service Support Engineer is key player in Quester Tangent’s Transit products manufacturing. The focus of this position is to respond to external customer requests and enquiries for troubleshooting field returns   and provide technical support and coordinate resolution activities with all necessary stakeholders.

Work is performed under the general direction of the Customer service Supervisor and is reviewed on a daily basis. Strong attention to detail and consistently high quality workmanship are required.

Responsibilities and Duties:

  • Troubleshoots Field failed returns and takes corrective actions to prevent the occurrence of product nonconformity towards improving the product and processes.
  • Controls further processing or delivery of nonconforming product until the deficiency or unsatisfactory condition has been corrected. Initiates appropriate actions to prevent the occurrence of product nonconformity in future production.
  • Responds to external customer enquiries for troubleshooting, technical support, product returns and related order fulfillment activities via telephone, email or on site support.
  • Participates in weekly customer follow ups on field returns. Maintains strong customer relations and improves customer satisfaction by ensuring high operational availability and associated service levels for customers is maintained along with the timely management and execution of other customer service contract requirements
  • Visit customers in US and overseas to provide support in terms field upgrades, client meetings etc.
  • Issues authorization to customers for Return Materials on request and handles all ongoing field returns and follow up issues and coordinates resolution activities with all necessary stakeholders.
  • Continuously enhance the customer experience by identifying opportunities for improvements in Production and implementing efficient and improved production process and method changes
  • Establishes mechanisms to allow for performance monitoring and establishment of baselines for measurement of continuous improvement activities such as lower warranty and repair costs
  • Provides both Hardware and Software technical support, applications training and routine testing training to Customers as Aftermarket sales.

Qualifications required:

  • Diploma or degree in Electronics Technology or Electrical engineering from a recognized institution.
  • Strong competence and abilities to troubleshoot and repair complex electronic circuits.
  • Solid understanding of all aspects of electronic circuit board assembly Including cable assembly, mechanical support hardware and enclosure assembly. Basic knowledge of computer operations including file manipulation, program initiation and operation, and connection to serial and parallel ports.
  • Ability to undertake international and domestic travel
  • Strong interpersonal and presentation skills and an ability to work in a high-energy environment with minimum supervision.
  • Passion for & commitment to delivering the best support experience
  • An advocate of continuous improvement
  • General knowledge of production techniques, standards, quality control principles and practices.

Experience required:

  • Minimum 1- 3 year experience in electronics industry preferably in Customer service environment.
How To Apply: 

Only candidates selected for an interview will be contacted.  Thank you for your interest.

Reply in confidence to:

Quester Tangent Corporation
Attn: Human Resources
Fax: 250-655-4696

Or send it via e-mail to: