Senior Technical Service Specialist
Top Benefits
About the role
Job Title: Senior Technical Service Specialist
Location: Richmond Hill, Ontario L4B 2M9
Job Type: Permanent Full-time
Department: Product
Work Hours per Week: 40 hours/week
Salary: $55,000 to $70,000 Annually
About Us:
PD International is a Canadian-based company specializing in the development and manufacture of innovative recreational powersports and automotive products. PDI was founded as a company specializing in automotive drivetrain components; however, this has diversified into other powersports segments over the years. PDI currently focuses heavily on developing and manufacturing products for the off-road aftermarket. Over the last few years, the off-road segment of the company has experienced rapid growth, as evidenced by continually increasing sales of our leading brands, including Demon Powersports and Rugged ATV/UTV components. PDI is a market leader in the ATV and UTV market for heavy-duty performance components under its Demon Powersports brand.
Job Summary:
We are seeking an experienced, technically advanced, and highly organized individual to join our Product team as a Senior Technical Service Specialist. In this role, you will take a leadership position in managing complex technical support cases, driving continuous improvement of product quality, overseeing critical warranty investigations, and collaborating closely with Product Development, Engineering, and Customer Service teams.
The ideal candidate will have extensive hands-on mechanical experience, advanced diagnostic and troubleshooting skills, and a solid background in powersports, automotive, or related mechanical systems. This senior role also involves mentoring junior team members, improving internal processes, and playing a key role in strategic product support initiatives.
Key Responsibilities:
- Serve as the senior technical authority for escalated Tech-Line, Dealer Care, Customer Relations, and Sales inquiries.
- Lead advanced troubleshooting and resolution of complex mechanical, electrical, and fitment issues across ATV/UTV/SxS and e-bike platforms.
- Oversee major quality investigations, warranty trend analysis, and provide feedback to R&D for corrective actions.
- Manage and coordinate Quality Investigation Case (QIC) processes, including supplier interaction, root cause analysis, and continuous improvement reporting.
- Conduct detailed research on OEM parts and guide fitment validation for new product development.
- Review and approve technical drawings, 2D/3D schematics, and Bills of Materials (BOMs) for fitment accuracy and product compatibility.
- Lead preparation and publication of advanced technical documentation, service bulletins, and repair guides.
- Collaborate directly with teams during product launches and updates.
- Mentor and train junior team members to ensure consistency in technical support delivery.
- Continuously assess and improve technical service processes, knowledge bases, and customer satisfaction metrics.
- Represent the company in key customer meetings, dealer trainings, and technical product presentations when required.
- Act as a liaison between field service data and product development to proactively address recurring technical concerns.
Qualifications:
- 3-5 years of relevant experience in technical service, mechanical repair, or engineering support roles.
- Advanced-level mechanical knowledge of ATVs, UTVs, SxS, motorcycles, or automotive vehicles.
- Advanced diagnostic and troubleshooting capabilities in both mechanical and electrical systems.
- Proven experience reading and analyzing 2D/3D technical drawings, schematics, and BOMs.
- Excellent communication skills with an ability to interface professionally with both technical and non-technical stakeholders.
- Strong organizational and time management skills with the ability to handle multiple priorities.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Experience conducting root cause analysis, warranty investigations, and driving corrective action plans.
Preferred Qualifications:
- Valid Mechanics License (Automotive or Motorcycle) is considered a strong asset.
- Prior experience managing ACES/PIES database standards and e-commerce product catalogue maintenance.
- Experience drafting technical bulletins, repair procedures, or field service manuals
- Familiarity with CRM or ERP platforms related to service management.
- Background in automotive, powersports, recreational vehicles, or heavy-duty off-road markets
PD International is committed to fostering an inclusive and accessible environment. We welcome and encourage applications from individuals with diverse backgrounds. Accommodation is available upon request throughout the recruitment process. Please inform your recruiter if you require any accommodation during the interview.
Job Types: Full-time, Permanent
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care
Schedule:
- Monday to Friday
Work Location: In person
About PDI
PDI is dedicated to leading the fight against preventable infections in healthcare, foodservice and our communities. Driven by a commitment to research, quality and service, PDI provides innovative products, educational resources, training and support to help prevent infection transmission and promote health and wellness. PDI has three divisions, PDI Healthcare, Sani Professional and PDI Contract Manufacturing.
--PDI Healthcare: Offers evidence-based, market-leading Interventional Care, Environment of Care, UVC Disinfection, and Patient Care solutions, all designed to help reduce preventable infections, control associated costs, and ultimately help save lives across the healthcare continuum care. PDI’s majority share acquisition of Tru-D® SmartUVC extends the portfolio, addressing the need for a layered approach to disinfection. Learn more: https://pdihc.com/
--Sani Professional: Committed to making commercial cleaning easy, convenient, and user-safe for the foodservice industry by offering innovative solutions that take the complexity out of compliance and protect the health of employees and guests. At Sani Professional®, FOOD SAFETY is our passion. Making it SIMPLE is our mission.™ Learn more https://saniprofessional.com/
--Contract Manufacturing: Partners with leading consumer brands and pharma companies to deliver products in alternate delivery systems, focusing on the highest level of quality with solutions and manufacturing services to handle all your needs. Learn more https://pdicontract.com/
Senior Technical Service Specialist
Top Benefits
About the role
Job Title: Senior Technical Service Specialist
Location: Richmond Hill, Ontario L4B 2M9
Job Type: Permanent Full-time
Department: Product
Work Hours per Week: 40 hours/week
Salary: $55,000 to $70,000 Annually
About Us:
PD International is a Canadian-based company specializing in the development and manufacture of innovative recreational powersports and automotive products. PDI was founded as a company specializing in automotive drivetrain components; however, this has diversified into other powersports segments over the years. PDI currently focuses heavily on developing and manufacturing products for the off-road aftermarket. Over the last few years, the off-road segment of the company has experienced rapid growth, as evidenced by continually increasing sales of our leading brands, including Demon Powersports and Rugged ATV/UTV components. PDI is a market leader in the ATV and UTV market for heavy-duty performance components under its Demon Powersports brand.
Job Summary:
We are seeking an experienced, technically advanced, and highly organized individual to join our Product team as a Senior Technical Service Specialist. In this role, you will take a leadership position in managing complex technical support cases, driving continuous improvement of product quality, overseeing critical warranty investigations, and collaborating closely with Product Development, Engineering, and Customer Service teams.
The ideal candidate will have extensive hands-on mechanical experience, advanced diagnostic and troubleshooting skills, and a solid background in powersports, automotive, or related mechanical systems. This senior role also involves mentoring junior team members, improving internal processes, and playing a key role in strategic product support initiatives.
Key Responsibilities:
- Serve as the senior technical authority for escalated Tech-Line, Dealer Care, Customer Relations, and Sales inquiries.
- Lead advanced troubleshooting and resolution of complex mechanical, electrical, and fitment issues across ATV/UTV/SxS and e-bike platforms.
- Oversee major quality investigations, warranty trend analysis, and provide feedback to R&D for corrective actions.
- Manage and coordinate Quality Investigation Case (QIC) processes, including supplier interaction, root cause analysis, and continuous improvement reporting.
- Conduct detailed research on OEM parts and guide fitment validation for new product development.
- Review and approve technical drawings, 2D/3D schematics, and Bills of Materials (BOMs) for fitment accuracy and product compatibility.
- Lead preparation and publication of advanced technical documentation, service bulletins, and repair guides.
- Collaborate directly with teams during product launches and updates.
- Mentor and train junior team members to ensure consistency in technical support delivery.
- Continuously assess and improve technical service processes, knowledge bases, and customer satisfaction metrics.
- Represent the company in key customer meetings, dealer trainings, and technical product presentations when required.
- Act as a liaison between field service data and product development to proactively address recurring technical concerns.
Qualifications:
- 3-5 years of relevant experience in technical service, mechanical repair, or engineering support roles.
- Advanced-level mechanical knowledge of ATVs, UTVs, SxS, motorcycles, or automotive vehicles.
- Advanced diagnostic and troubleshooting capabilities in both mechanical and electrical systems.
- Proven experience reading and analyzing 2D/3D technical drawings, schematics, and BOMs.
- Excellent communication skills with an ability to interface professionally with both technical and non-technical stakeholders.
- Strong organizational and time management skills with the ability to handle multiple priorities.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Experience conducting root cause analysis, warranty investigations, and driving corrective action plans.
Preferred Qualifications:
- Valid Mechanics License (Automotive or Motorcycle) is considered a strong asset.
- Prior experience managing ACES/PIES database standards and e-commerce product catalogue maintenance.
- Experience drafting technical bulletins, repair procedures, or field service manuals
- Familiarity with CRM or ERP platforms related to service management.
- Background in automotive, powersports, recreational vehicles, or heavy-duty off-road markets
PD International is committed to fostering an inclusive and accessible environment. We welcome and encourage applications from individuals with diverse backgrounds. Accommodation is available upon request throughout the recruitment process. Please inform your recruiter if you require any accommodation during the interview.
Job Types: Full-time, Permanent
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care
Schedule:
- Monday to Friday
Work Location: In person
About PDI
PDI is dedicated to leading the fight against preventable infections in healthcare, foodservice and our communities. Driven by a commitment to research, quality and service, PDI provides innovative products, educational resources, training and support to help prevent infection transmission and promote health and wellness. PDI has three divisions, PDI Healthcare, Sani Professional and PDI Contract Manufacturing.
--PDI Healthcare: Offers evidence-based, market-leading Interventional Care, Environment of Care, UVC Disinfection, and Patient Care solutions, all designed to help reduce preventable infections, control associated costs, and ultimately help save lives across the healthcare continuum care. PDI’s majority share acquisition of Tru-D® SmartUVC extends the portfolio, addressing the need for a layered approach to disinfection. Learn more: https://pdihc.com/
--Sani Professional: Committed to making commercial cleaning easy, convenient, and user-safe for the foodservice industry by offering innovative solutions that take the complexity out of compliance and protect the health of employees and guests. At Sani Professional®, FOOD SAFETY is our passion. Making it SIMPLE is our mission.™ Learn more https://saniprofessional.com/
--Contract Manufacturing: Partners with leading consumer brands and pharma companies to deliver products in alternate delivery systems, focusing on the highest level of quality with solutions and manufacturing services to handle all your needs. Learn more https://pdicontract.com/