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Technicall On-Road Support Specialist

Full Time
Job Posting Date:
April 11, 2019

Scope of Work

The Technical On-road Support Specialist will be tasked with troubleshooting and resolving technical RV issues in a timely and effective manner. This will be accomplished by performing question/problem diagnoses, guiding guests and customers to issue resolution and communicating technical solutions in a user-friendly language. The Technical On-road Support Specialist is also responsible for monitoring the recorded problems/solutions within our system. Other duties include addressing new and emerging RV trends and acting as a technical expert for CanaDream.


• Serve as one of the technical experts for our call center, guests and customers for trouble-shooting and resolving technical RV issues
• Participate in diagnostic procedures by guests, customers and vendors
• Adequately log incidents, resolutions, and status updates within computer system and the other computer and phone-based systems in use by our call center
• Use logged incident entries to pinpoint trends and trouble spots in order to disseminate information to the Technical team at the various locations to create standardized technical support procedures
• Refer guests, customers, and fellow staff to the appropriate repair facilities
• Assess repair estimates by vendors to ensure the expenses are fair and reasonable
• Liaise with other members of the team to ensure clear and timely communication is maintained
• Undertake special assignments and projects as they are assigned
• Maintain excellent guest and customer relations through professional correspondence at all times
• Assist the team to address the guest and customer concerns, even if they are not necessarily technical in nature
• Work collaboratively with the Technical staff at the various locations and the Fleet Development Consultant to recognize more complex issues and come up with swift and accurate solutions
• Be available during the designated-on call days and times
• Always maintain a high degree of professionalism, courteousness, and friendliness.
• Participate in the weekly Tech Talks
• Update vendor listing in our computer system

Essential Qualifications

• Previous RV technical support experience
• Highly effective teamwork and interpersonal skills
• Strong work ethic and positive attitude
• Effective attention to detail and a high degree of accuracy
• High level of integrity, confidentiality, and accountability
• Proven mechanical and RV repair abilities, and strong working knowledge of mechanical and RV application and repair techniques
• Ability to work independently in a busy environment
• Ability to quickly analyze issues and determine best course of action using available resources.
• Sound judgment to escalate issues
• Proficiency in using the internet and computers
• Excellent written, oral, and telephone communication skills
• Able to communicate in user-friendly language
• Exceptional multi-tasking abilities and prioritization skills
• Strong customer service mindset

Preferred Skills

  • RV technical skills
  • Troubleshooting
  • Problem solving
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