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$100k–$120k/yr
Full-time
bachelor degree
Posted 7d ago
~40 hrs/week
Responsibilities
The Senior Applications Specialist will provide advanced technical support for customer escalations and manage pre-sales product inquiries. Additionally, the role involves contributing to R&D product development through documentation, schematics, and validation support.
Requirements
Candidates must hold a degree in Electrical Engineering, Computer Science, or a related field with at least 8 years of experience in systems engineering support. Strong networking fundamentals, proficiency in Linux and Windows, and the ability to interpret electrical schematics are required.
Full job description
Think back—was there ever an elevator ride that made you go, “Whoa, this is nice”?
Maybe it was an elegant glass lift or a minimalist stainless-steel rocket.
It might have shaped your first impression or left a lasting memory of a building.
Chances are, the details made the difference; with an aesthetic interior and stylish, well-built buttons and fixtures. Immersive digital technology like visual displays may have turned a simple ride into a memorable experience as well. You may not have noticed these details then, but once you’ve worked with us, you’ll start noticing them everywhere you go.
Company Overview:
We have a vision – to have a MAD product in every elevator. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of industry-leading fixtures, high quality elevator car interiors, and cutting-edge digital products.
At MAD, we set you up to be the expert – providing the tools, support, and environment to help you thrive. From there, it’s all you – your drive and ideas lead the way. MAD has been ranked among Canada's top 500 fastest growing companies, one of Canada’s Best Managed Companies, a Best Places to Work in Canada, and among Best Employers for Recent Graduates.
Our NewSenior Applications Specialist:
As a Senior Applications Specialist, you will work across three connected areas: (1) providing advanced technical support for customer issues and escalations, (2) owning post-sales and pre-sales product questions, and (3) contributing to R&D product development through documentation, drawings, schematics, and validation support.
The ideal candidate is a proactive, adaptable, and technically skilled professional who can independently resolve complex customer and product issues while supporting continuous product improvement. They possess a strong troubleshooting mindset, excellent research and analytical skills, and the ability to balance multiple priorities in a fast-paced environment. Organized and proactive, they can anticipate needs, gather information from multiple sources, and collaborate effectively across teams to drive solutions and support business objectives. Success in this role requires strong customer focus, sound technical judgment, and the ability to work effectively with minimal supervision.
What you will do in the role:
Customer Support & Escalations
Analyze complex customer, networking, and system integration issues to identify root causes and implement effective technical solutions.
Manage the deployment and configuration of integrated systems, ensuring optimal performance and reliability.
Travel to customer sites in Canada and the US for advanced troubleshooting and on-site support.
Provide post-sales customer support, including consultation on product configuration, installation, and usage.
Product & Pre-Sales Support
Own and respond to product and pre-sales questions from Product Management and Sales through the proper channels.
Provide pre-sales support, including customer consultation related to networking, firewalls, etc.
Collaborate with customers, Sales, Project Management, and engineering teams to gather and prioritize product requirements, ensuring alignment with market needs and customer expectations.
R&D Product Development
Contribute to product development and new product initiatives.
Produce drawings and schematics to support product development, configuration, and field use.
Support prototyping, validation, and product testing activities.
Product Improvement & Quality
Analyze recurring product issues and support ticket trends to identify opportunities for product and quality improvements.
Documentation & Enablement
Create and maintain product documentation (user manuals, troubleshooting guides, installation and commissioning guides, and standard operating procedures) and train internal technical support as appropriate.
Develop and maintain product documentation and provide knowledge transfer and training to internal teams as appropriate.
Other
Other duties as assigned.
Able to lift up to 15 lbs; may work in hot areas 5%, noise 0%.
Ensure adherence to Health and Safety as well as active participation in 5S activities in the work area.
Measures of Success
Escalation Resolution: ≥90% of customer escalations resolved within target service levels; root cause documented for 100% of critical issues.
Support Backlog Management: Open escalation and product-question backlog maintained within target levels; aging items reduced by 25%+.
Technical Response Performance: ≥95% of product and pre-sales inquiries responded to within established response targets.
Documentation Accuracy & Completion: 100% of required product documentation, schematics, and technical resources delivered on time and maintained accurately.
Product Improvement Impact: Recurring issues tracked and addressed through corrective actions, with measurable reduction in repeat support cases.
Product Development Support: Validation, testing, and technical deliverables completed on schedule to support successful product releases.
What you bring to the role:
A Degree in Electrical Engineering, Computer Science, or related technical discipline or equivalent relevant experience
Minimum 8 years of experience in advanced systems engineering support, focusing on complex technical problem resolution
Demonstrated ability to diagnose sophisticated technical issues and implement effective solutions
Ability to read and create network and system diagrams (topology, connectivity, and integration diagrams)
Ability to read and interpret electrical schematics and wiring diagrams to support troubleshooting and customer communication
Experience with issue tracking tools (e.g., Jira) and knowledge base (e.g., Confluence)
Working knowledge of diagramming/CAD tools is an asset
Ability to work collaboratively with cross-functional teams
Willing to adapt to evolving technologies and industry standards
Thoroughness and attention to detail in all aspects of work, including documentation
Excellent written and verbal communication skills for documentation, training, and customer interaction
Willing and able to travel within Canada and USA
Able to travel at least 15%
Clear Background Checks – Criminal (required)
Eligible to work in Canada
This position is located at 6635 Ordan Drive in Mississauga, ON. Hours are typically 8:00am to 4:30pm.
Pay: $100,000 - $120,000
This is a Full-time, Salary position. This posting has two (2) vacancies.
Want to see what it's like working at MAD? Visit us on Facebook.
Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.
We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.
If you require accommodation in applying for a posting, please contact Human Resources.
North America's only one-stop-shop for Elevator Interiors, Fixtures & Digital Products
Industry
Industrial Machinery Manufacturing
Company size
201-500 employees
Founded
2005
Headquarters
Mississauga, Ontario
LinkedIn followers
5,335
At MAD Elevator, we believe elevators are more than transport—they reflect a building’s identity. As a leader in elevator fixtures, interiors, and digital solutions, we prioritize safety, innovation, and efficiency for a flawless passenger experience.
What We Do:
Fixtures: Pushbuttons, Car Operating Panels, Position Indicators, Hall stations, Touchscreens
Cab Interiors: Standard & custom cabs, ceilings, handrails, video walls
Digital Solutions: Digital signage, position indicators, and emergency communication via our cloud-native MosaicONE platform
Shells: Fast 1 (F1) Cab Shell reduces installation time
Headquartered in Mississauga, Canada in a 80,000 square feet facility, with U.S. manufacturing in Dallas, Texas, we ensure high-quality production and support.
Our Journey:
1987 – Founded as Mainline Industries
2004 – MAD Fixtures (Mainline + DMG)
2009 – Acquired Touch-To-Go
2016 – Launched MosaicONE
2017 – Became MAD Elevator, offering full-scale solutions
2019 – MosaicONE VMS & partnered with ECR
2020 – Partnered with Vantage Elevation
2021 – Partnered with Tsaro (performance insights)
2022 – Partnered with Vertical City (infotainment)
2023 – Partnered with High Rise Elevator (custom fabrication, Contactless Access™)
2024 – Expanded into the U.S. with MAD Elevator USA
Recognition & Impact:
Canada’s Best Managed Companies – 2024, 2025
Canada’s Best Employers for Recent Graduates – 2019–2025
Globe & Mail Top Growing Companies – #225 (2019), #392 (2024)
Elevator World Product of the Year – F1 Cab Shell (2023), MosaicONE (2021)
HRD Best Places to Work – 2021–2024
Our team of innovators builds precise, creative solutions from design to installation.
Let’s elevate the industry together!
📧 [email protected] | ☎ 1 (866) 967-8500
Offices: 6635 Ordan Drive, Mississauga, Ontario L5T 1K6 , CA
Elevator interiorsFixturesTouchscreen elevator control panelsPushbuttonsPosition IndicatorsElevator signageElevator cabsVideo Messaging Systemsand Code compliant VMS emergency communication systemIndustrial Engineering
How many Customer Service & Support jobs are open in Mississauga, Canada right now?
There are currently 1,242 open customer service & support positions in Mississauga, Canada listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Mississauga, Canada?
Companies currently hiring include Shoppers Drug Mart, Walmart, Loblaw Companies Limited, Starbucks, Global Elite Consultants, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Mississauga, Canada?
Yes — 277 of the 1242 open customer service & support positions offer remote or hybrid work (100 remote, 177 hybrid).
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