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Technical Service Representative

Job Description

Dexter is the premier manufacturer and supplier of axles, suspension, brakes, doors, venting products, trailer parts, accessories, and towing components serving the commercial trailer, RV, heavy-duty, marine, agriculture, and manufactured housing markets has an opportunity for a Technical Service Representative at our manufacturing facility located in Ingersoll, ON.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved many years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

For more information about our company, access Dexter's web site at www.dextergroup.com.

JOB DESCRIPTION

Position Summary

We are seeking a hands-on, customer-focused Technical Service Representative to serve as the primary post-sale technical contact for our customers. In this role, you will support the installation, troubleshooting, and maintenance of axle and suspension systems while managing warranty claims and delivering technical expertise in the field.

This position is ideal for a mechanically inclined professional who enjoys problem-solving, working directly with customers, and collaborating cross-functionally to continuously improve products and service performance.

Key Responsibilities

Customer Support & Technical Expertise

• Serve as the primary contact for post-sale customer concerns and warranty issues
• Provide technical assistance to new and existing customers during installation and maintenance
• Diagnose issues, conduct investigations, and recommend corrective actions
• Estimate installation and repair costs
• Coordinate testing activities, including brake certification and post-failure analysis

Warranty & Field Investigation

• Review, evaluate, and expedite warranty claims
• Conduct hands-on inspections and root cause investigations
• Document findings using photos, reports, and digital tools
• Ensure timely resolution while maintaining strong customer relationships

Product & Cross-Functional Collaboration

• Provide field feedback to Product Design and Engineering teams
• Collaborate with Engineering, Production, Quality, Sales, Marketing, and Customer Service to resolve issues
• Participate in training initiatives for internal teams and customers
• Support customer visits, trade shows, conferences, and industry events

Industry Engagement

• Actively participate in industry associations such as CTEA, TMC, and ATA
• Stay current on industry standards, best practices, and regulatory requirements

Minimum Qualifications

QUALIFICATIONS:

Technical Skills & Knowledge

• Strong mechanical aptitude and hands-on troubleshooting ability
• Knowledge of axle systems and heavy-duty braking systems (preferred)
• Understanding of wheel alignment principles (caster, camber, toe-in/toe-out)
• Strong analytical and problem-solving capabilities
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint)
• Comfortable using smartphones and digital tools for documentation

Experience

• 3–5 years of experience in heavy-duty truck and/or trailer service (preferred)

Education

• Post-secondary education in a technical field preferred
• Equivalent combination of education and relevant experience will be considered

 

Additional Requirements

• Excellent communication, presentation, and facilitation skills
• Ability to travel throughout Canada and occasionally to the USA and Mexico
• Comfortable working outdoors in field conditions
• Able to physically inspect and climb around equipment in shop or field environments