Product Support Technician

Job summary

The Product Support Technician provides technical support for mining equipment, including troubleshooting, repairs, and conducting root cause investigations. They also assist in new product development, provide technical training, and analyze field performance data to drive operational improvements.

Job details

MacLean Engineering is looking to add a Product Support Technician to our growing Engineering team based in Owen Sound, Ontario. If you are looking to be challenged, valued, and rewarded with a competitive compensation package in a dynamic work environment, this position is for you! About the Position: The Product Support Technician is responsible for supporting current products from the Mining Division, providing technical support to internal staff and customers in the office and at the customer’s site. This position requires the following proficiencies: * Working with Capital Engineering on the development of new product lines. * Support manufacturing plant to build a new prototype/existing machines. * Assist engineering department with root cause investigation. * Provide technical summary reports. * Review and analyze field commissioning reports to determine trends. * Prepare feedback for operational improvements and/or deficiencies to Product Marketing Manager and/or Product Engineering Manager. * Provides technical feedback to Product Marketing and Product Engineering regarding equipment performance and reliability. * Review spare parts recommendations and assist with developing lifetime operation cost models on new equipment. * Assess the equipment fleet and provide a feasible solution to the mine site. * Provide field service and training departments with maintenance and operation information on new products and updated components. * Ability to travel to customer site/MacLean branches to provide direct technical support globally. * Go underground to troubleshoot, repair, and provide a recommendation to prevent recurrently. * Handle customer inspections of new equipment, a follow-up to ensure the work is completed before shipment. * Field follow-up on recent deliveries, provide feedback on performance, recommended spares list for new machines. * Product introduction, either 1st type to an existing mine or 1st MEMCO unit to a new customer. * Technical product training external and internal resources. About You: The successful candidate(s) must be willing to learn, open-minded and flexible, organized and detail oriented, team oriented, disciplined, and must have a positive attitude, along with the following qualifications: * Preferred Heavy Duty Equipment Mechanic (HDEM) or Mechanical Engineering Technologist, Licensed Journeyman electrician 309A or 442A Industrial Electrician * Five to Ten (5-10) years’ experience in mining equipment * High level of computer literacy and proficiency with MS Office * Ability to train and transfer knowledge to others * Strong investigation and diagnostic skills * Excellent written and verbal communication skills About Us: Founded in 1973 in Ontario, Canada, MacLean Engineering is the world’s largest Canadian-based manufacturer of underground mining equipment. While continuing to expand both our product range and global footprint, we remain privately owned and committed to the founder’s original design principles: safety, productivity, and enduring quality. Our company delivers mobile equipment solutions for both underground and surface mining, supported by unit-of-one manufacturing expertise and a global service network. Driven by a strong commitment to safety, productivity, and customer support, MacLean serves mining operations worldwide through branches in Canada, the United States, Mexico, Peru, South Africa, and Australia. We operate five manufacturing facilities located in Collingwood, Owen Sound, Barrie, North Bay, and Mexico, and employ over 1,000 people across six countries and four continents. The next chapters of MacLean’s mining innovation story are being written within the broad themes of electrification, automation, and digitalization of the global mining industry. Our skilled tradespeople work in a safety‑first environment to build high‑quality components and equipment for the underground mining, municipal, environmental, and industrial sectors. Join MacLean and contribute to a legacy defined by innovation, craftsmanship, and meaningful impact. We offer competitive wages and benefits including: * 3 weeks' vacation annually. * Comprehensive Group benefits Package (Once probationary period is completed) * Annual Employee Bonus * Voluntary DPSP (Deferred Profit-Sharing Plan) and GRRSP (Group Registered Retirement Savings Plan) (Once probationary period is completed) * Paid sick and family emergency time * Paid overtime after 40 hours worked * Free coffee! * $250 Annual Safety Shoe allowance * $200 Bi-annual Prescription Safety Glasses allowance * Company Paid Uniforms * Employee appreciation days, raffles/draws, BBQ’s and much more If you are interested in being a part of an established and growing Canadian Company, we want to hear from you! Positions will be Monday though Friday 5x8 hour shifts. Pay placement for this role will be based on various factors including trade license(s) and experience in a similar position. We thank all applicants in advance for their application and interest in MacLean Engineering & Marketing Co Limited. However, only those candidates selected for an interview will be contacted. At times, AI-assisted tools may be used as part of the application screening process. Please note that employment with MacLean Engineering is contingent upon the successful completion of a background check conducted by our third-party provider, Sterling Backcheck. This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position. MacLean Engineering & Marketing Co. Limited is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (2005). MacLean Engineering & Marketing Co. Limited will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

What you’ll do

The Product Support Technician provides technical support for mining equipment, including troubleshooting, repairs, and conducting root cause investigations. They also assist in new product development, provide technical training, and analyze field performance data to drive operational improvements.

Requirements

Candidates should have 5-10 years of experience in mining equipment and hold a relevant trade certification such as Heavy Duty Equipment Mechanic or Industrial Electrician. Strong diagnostic skills, computer literacy, and the ability to travel globally for field support are required.

Benefits

• 3 weeks' vacation annually
• Comprehensive Group benefits Package
• Annual Employee Bonus
• Voluntary DPSP
• GRRSP
• Paid sick and family emergency time
• Paid overtime
• Free coffee
• Annual Safety Shoe allowance
• Bi-annual Prescription Safety Glasses allowance
• Company Paid Uniforms
• Employee appreciation days

Listed skills

• Training · Preferred
• Data analysis · Preferred
• MS-Office · Preferred
• Electrical troubleshooting · Preferred
• Communication Skills · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Root cause investigation
• Equipment maintenance
• Diagnostic skills
• Training
• Report writing
• Heavy duty equipment repair
• Electrical troubleshooting
• MS Office
• Communication skills
• Project commissioning
• Data analysis
• Equipment reliability assessment
• Field service
• Open Mindset
• Positivity
• Willingness To Learn
• Journeyman Electrician
• Knowledge Transfer
• Technical Support
• Automation
• Customer Support
• Computer Literacy
• Design Elements And Principles
• Field Service Management
• Marketing
• Innovation
• Mechanical Engineering
• Medical Prescription
• Mining Engineering
• New Product Development
• Operations
• Product Engineering
• Product Marketing
• Product Support
• Surface Mining
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Team Oriented
• Commissioning
• Reliability
• Diagnostic Skills
• Underground Mining
• Detail Oriented

Job areas

• Engineering
• Trades
• Manufacturing
• Customer Service & Support
• Energy
• Product Support Technician
• Heavy Equipment Mechanic
• Agricultural and Industrial Machinery Mechanics and Repairers
• Mobile Heavy Equipment Mechanics, Except Engines

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