Customer Service / Field Technician

Ready to shape the future of fun? At Vortex, we have been bringing communities, businesses, and families together with innovative aquatic structures since 1995. We are proud to have created 10 000 custom installations spanning 50 countries and 5 continents! Vortex creates precious memories for thousands of families around the world every day.

If you want an exciting career in an environment that values innovation and collaboration, we’d love to hear from you. We welcome all applicants and are committed to diversity, equity and ensuring everyone is empowered to succeed. Vortex Aquatic Structures International is looking for a Customer Service / Field Technician to join our Technical Support team.

In this role, you'll provide technical support to customers and installers through a hybrid work arrangement (3 days in the office and 2 days working from home) , with opportunities to travel to customer sites during our peak installation season. You'll use your hands-on technical expertise to troubleshoot equipment issues, guide customers through repairs, support installations and commissioning, and train operators to ensure our aquatic play systems operate successfully.

What You'll Do

Provide technical support to customers, contractors, and installers by phone and email, helping diagnose and resolve mechanical and electrical issues. Troubleshoot controllers, pumps, piping, water systems, and aquatic play equipment, guiding customers through repairs or performing repairs on-site when required. Travel to customer sites during peak season to support equipment commissioning, installation supervision, troubleshooting, and repairs.

Train facility operators on system start-up, shut-down, operation, and maintenance. Document customer requests and technical cases in our ERP/CRM system. Determine when on-site intervention is required and coordinate necessary parts and resources. Provide feedback on recurring technical issues and potential product improvements.

Help develop and deliver Certified Installer training and technical documentation. Support assembly and other operational teams during slower periods. What You Bring A DEP in Electromechanics or equivalent technical training and experience. Hands-on experience troubleshooting, maintaining, and repairing mechanical and electrical equipment.

Good understanding of motors, pumps, electrical components, and control systems. Ability to read and interpret mechanical and electrical drawings. Strong analytical and problem-solving skills with a practical, hands-on approach. Good communication and interpersonal skills, with the ability to explain technical information clearly.

A customer-oriented attitude and genuine interest in helping others solve problems. Good organizational skills and the ability to manage multiple technical requests. Fluency in French and English , both spoken and written. Valid driver's licence and Canadian passport, with the ability to travel internationally as required.

Nice to Have

Experience with plumbing, water treatment, aquatic systems, or industrial equipment. Experience with equipment commissioning, installation, or field service. Previous experience providing technical support or training customers. Familiarity with CRM or ERP systems. Hybrid Work & Travel Requirements This position offers a hybrid work arrangement, with 3 days per week at our Pointe-Claire office and 2 days working from home .

Travel is concentrated during our busier installation season, typically spanning two to three months of the year. During this period, travel may represent up to 50% of working time. Outside these periods, the regular hybrid schedule applies. Language Requirements Proficiency in English is required for this role , as approximately 40% of the responsibilities involve regular communication with customers, contractors, and other stakeholders based in the United States.

Why Join Vortex? At Vortex, innovation, collaboration, and fun are at the heart of what we do. Our work creates opportunities for people to play, connect, and make memories around the world. We offer: A hybrid work schedule. The opportunity to contribute to projects enjoyed by families around the world. A collaborative, creative, and supportive work environment.

Company-paid training and education reimbursement. Health and dental benefits, telemedicine, and an Employee Assistance Program. RRSP matching and bonus program. Free on-site gym and parking. Personalized onboarding with a dedicated buddy. Splash into fun!