Overview
Founded in 1967, Crystal Fountains Inc. is a globally recognized leader in the commercial water feature industry. From concept to design to fabrication of premium architectural fountain components we take pride in delivering high-quality products and custom-built solutions for projects around the world.
As a member of the Customer Success Team, this role is pivotal in our belief that our clients and their needs are at the core of everything we do. In addition to customer support, this role also encompasses a combination of technical support and project management.
The Role
Technical Support and Customer Relationships
- Serve as point of contact for incoming customer calls and inquiries.
- Assist customers with technical support via phone and virtual calls.
- Serve as technical expert for Crystal products.
- Provide guidance to customers by identifying their true needs and recommending appropriate solutions beyond their initial requests.
Case/Project Management
- Monitor, prioritize, and manage customer requests.
- Manage orders and projects from beginning until commissioning is completed and provide post-sales support when required.
- Provide regular communication with both customers and internal partners to ensure projects are resolved effectively.
- Coordinate and organize onsite visits with the Controls Engineer and other internal staff.
Order and Service Coordination
- Accurately process, verify, and manage customer orders within internal systems to ensure timely fulfillment and successful customer outcomes.
- Schedule service requests.
- Communicate with internal teams to resolve order or service-related issues.
- Collaborate closely with Sales to ensure smooth contract execution.
- Coordinate and collect payments based on project terms and conditions.
- Support outbound customer engagement and soft-selling initiatives (as needed).
Team Collaboration & Continuous Improvement.
- Partner with cross-functional teams (Sales, Operations, Product Engineering, Finance) to improve processes.
- Contribute ideas to enhance efficiency, accuracy, and customer satisfaction.
- Participate actively in team initiatives and departmental improvements.
Requirements
- Post-secondary education, or equivalent, with studies focusing on electrical engineering and control systems.
- Strong technical knowledge of mechanical or electrical systems.
- 3+ years of experience in managing projects with a focus on completion and customer success.
- Proficiency in computer operation skills including file management, Outlook/Teams, web navigation, and Microsoft-based productivity software required.
- Exceptional communicator with fluency in English.
- Detail oriented and highly organized.
- Excellent analytical and problem-solving abilities.
- Strong technical knowledge and the ability to learn and understand complex parts and products.
- Analytical, problem-solving and mechanical skills.
- Self-motivated – takes initiative, solution oriented.
- Receptive to change – flexible.
- Able to travel globally (U.S or International) if required.
Preferred skills and Qualifications
- Experience using an ERP system including Epicor and Salesforce.
- Knowledge of DMX or Pharos would be considered an asset.
Pay: $55,000.00-$68,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Work Location: In person
