Technical Support Team Lead

At Trojan Technologies, we believe there’s nothing more essential than delivering clean water to the world. That’s especially true in this critical moment, when the world’s supply of clean water is under substantial stress due to industrialization, increasing demand, and rising biological and chemical contamination. Our mission is to stem that tide: to ensure greater water confidence and environmental stewardship for people, industries, and municipalities, improving the lives of over one billion people globally.

As part of our global team, you’ll work alongside customers from municipalities to pharmaceutical and food and beverage companies to build creative, sustainable solutions. You’ll also find a welcoming and supportive team that listens to your ideas and allows you to follow your strengths. All of us feel privileged to work on innovative technologies that bring clean water to the world—we hope you will, too.

Trojan is proud to be one of Danaher's Water Quality companies. Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.

This Team Lead is a senior level technical service position, directly impacting customer satisfaction. Join our team as a resident expert on Trojan products for the identification, diagnosis and resolution of service issues for plant operators, field service personnel, and the service provider network. The intention is to use existing proficiency and technical expertise in the pursuit of resolving the most complex of product application issues. The role makes recommendations for continuous improvement and is an extension of the Technical Support team, working closely with the TAC team, Service Operations, Field Service and AMPS.

This position is based in London, ON, with the potential for travel up to 20% of the time. The Team Leader must be onsite 5 days per week. Trojan’s success is evident in thousands of installations in more than 102 countries, including the largest ultraviolet disinfection facility in the world. TrojanUV treats 2.24 billion gallons a day of drinking water for New York City alone. Our head office in London, Ontario, is just an hour away from our landmark 10,000th installation is in Point Edward, Ontario! We offer full benefits including medical, dental, vision, 401(k) matching all on day one!

Accountabilities

• Provide detailed information to both internal and external customers of technical issues, ranging from routine to highly complex

• Advise and validate proposed service solutions/plans by the team

• Follow standard service processes and uses service tools and software

• Attend customer sites to determine root cause, requiring the ability to operate and fix equipment

• Assess the opportunity for sales or additional goods/services, service contracts, etc.

• Participate in product development and improvement meetings providing “Voice of the Customer” and Service perspective

• Provide written feedback to Engineering and Production departments on quality or operational problems with equipment in the field

• Support training and development of Field Service Technicians, Rep Technicians, Customers, AMPS and TAC personnel

• Interpret and explain technical information to customers at all levels of understanding and experience

Are you qualified?

• Electrical license or formal training / education in an electrical or electronic subject area preferred

• Ability to exercise judgment in situations requiring escalation to the next level, able to handle ambiguity and gain clarity

• Advanced hands-on technical understanding of Trojan products preferred

• Extensive experience dealing with technical issues, preferably in a customer service setting

• Excellent customer service skills and ability to communicate across all levels and backgrounds

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.