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Customer and Product Support Technician
Optic Security Group
Product, IT, Customer Service
Hamilton, ON, Canada · Hamilton, New Zealand · Waikato, New Zealand
Posted on May 7, 2026
Purpose of the Role
Loadscan develops and manufactures innovative measurement technology for the measurement of truck load volumes and bulk materials on conveyors in a variety of settings such as civil construction and mining. Loadscan is the global leader in volumetric payload measurement. Because of increased global demand and development of our Load Volume Scanning technology, we are expanding and looking to employ a hands-on, technically capable Product & Support Technician.
This role is suited to someone who is equally comfortable installing and commissioning hardware in the field as they are working at a desk handling customer support and technical tickets. You will be a key link between our customers, our Product Support Lead, and our R&D team.
What This Role Looks Like in Practice
This is a hybrid field and office-based role:
· Some weeks you may be travelling internationally/domestically, performing installations, upgrades, servicing, or troubleshooting onsite at customer locations.
· Other weeks you will be based in the office (5 days per week when not travelling), answering support calls, managing tickets, creating documentation, and working closely with the Technical Support Team Leader and R&D team.
· You will regularly switch between hands-on physical work and desk-based technical support, sometimes at short notice.
· You will often be required to diagnose unfamiliar problems, work through them methodically, and arrive at practical solutions without detailed instructions.
Principal Scope and Duties
Your primary responsibility is to support customers with the installation, operation, maintenance, and troubleshooting of Loadscan products.
Key duties include:
· In-depth familiarisation with Loadscan products, systems, and technologies
· Performing on-site installations, commissioning, servicing, and upgrades (local and international)
· Providing technical support via phone, email, and ticketing systems
· Troubleshooting hardware, software, networking, and system integration issues
· Supporting customers before, during, and after installations
· Working with technologies including:
o Industrial computers
o Laser measurement systems
o RFID
o Wireless and IP-based networks
o IP cameras
o Web-based systems and 3D data visualisation
· Creating and maintaining knowledge base articles, technical documentation, and customer-facing guides
· Providing feedback from the field into product development and R&D
· Participating in on-call support rosters as required
As part of a small team, all members are expected to take on a broad range of tasks within their capabilities.
Experience & Qualifications
Essential:
· 3–5 years’ experience in a technical support, field technician, or similar hands-on technical role
· Strong general IT knowledge, including:
o Windows environments
o Computer assembly and fault-finding
o Networking fundamentals and IP addressing
· Proven troubleshooting ability in technical environments (IT, industrial, or electrical)
· Strong verbal and written communication skills
· Customer-focused approach with the ability to manage competing priorities
Preferred:
· Practical experience working with electronics, sensors, or industrial hardware
· Experience with APIs, SQL, MODBUS
· Experience working in industrial, construction, or mining environments
Mandatory Requirements
· Willingness and ability to travel internationally, including short-notice travel
· Valid passport (or the ability to obtain one immediately)
· Comfortable working independently onsite in unfamiliar environments
· Full driver’s license
· Tertiary qualification in IT, Engineering, Technology, or equivalent industry experience
Personal Attributes
We are looking for someone who:
· Is practical and hands-on, and comfortable physically installing, mounting, aligning, connecting, and commissioning equipment
· Enjoys problem-solving and can “follow their nose” to diagnose issues, even when documentation is incomplete
· Is curious, adaptable, and learns quickly
· Is comfortable dealing directly with customers and explaining technical topics clearly
· Works well as part of a close-knit team and collaborates effectively with engineering and R&D
· Is organised, reliable, and resilient
· Is professional, travel-savvy, and prudent with company resources
· You do not need to know everything on day one — but you must be confident tackling unfamiliar problems and seeing them through to a solution.