Job Description

Salary: $20-$30

ENGLISH VERSION (French Follows)

Mechanical Customer Support Specialist (After-Sales)

21 TSI is rewriting the rules and shaping the future of the sports industry.

In just five years, weve launched Maddle, Montreal Weights, Ascend, and Nordik Recovery, fulfilling more than 100,000 orders across Canada. With rapid growth and North American expansion ahead, were building a strong support team to deliver exceptional customer experiences.

Were looking for a Mechanical Customer Support Specialist; someone who enjoys hands-on problem solving, understands physical products, and communicates clearly with customers.

This is not an IT or computer support role.

This role focuses entirely on mechanical fitness equipment and recovery systems.

What youll do day-to-day

Diagnose and resolve issues for treadmills, exercise bikes, adjustable dumbbells, chillers, saunas and recovery systems via email, phone, or video.
Guide customers through troubleshooting steps that match their technical comfort level.
Identify the correct replacement parts using internal tools and resources.
Coordinate with warehouse/logistics for part shipments or product replacements.
Track warranty cases and maintain clear documentation.
Report recurring issues to Quality Control and suppliers to improve product reliability.
Help create troubleshooting guides, manuals, and FAQs.
Support product testing and inbound quality control when new shipments arrive.

Who were looking for

Mechanical or hands-on experience (bike repairs, fitness equipment, HVAC, mechanical assembly, etc.).
Customer service experience with strong communication skills.
Comfortable with tools (screwdrivers, wrenches, multimeter, etc.).
Logical thinker with good problem-solving skills.
Organized, responsible, and proactive with follow-ups.
English required; French is a strong asset.
Nice-to-haves
Experience with Zendesk or other ticketing systems.
Interest in fitness, training, cold exposure, or mechanical systems.

What we offer

$22$30/hour depending on experience (40 hours/week).
Health and dental insurance after three months.
Access to TELUS Health virtual care.
Bi-weekly massages at the office.
Employee discounts for you, your family, and friends.
A dynamic team of 25 people where your impact is real.
The opportunity to grow with fast-expanding brands.

Ready to join us?

If you enjoy helping people, solving mechanical issues, and working with fitness equipment, wed love to hear from you.

Apply today and help build the next chapter of 21 TSI.

VERSION FRANAISE

Spcialiste en Support Client, Mcanique (Aprs-Vente)

21 TSI rinvente lindustrie du sport et construit le futur du fitness.

En cinq ans, nous avons lanc Maddle, Montreal Weights, Ascend et Nordik Recovery, et livr plus de 100 000 commandes partout au Canada. Avec une croissance rapide et une expansion en Amrique du Nord, nous renforons notre quipe de support pour offrir un service exceptionnel.

Nous recherchons un(e) Spcialiste en Support Client Mcanique : une personne qui aime rsoudre des problmes concrets, comprendre comment fonctionnent les produits physiques, et accompagner les clients avec clart.

Ce poste nest pas li au support informatique ou TI.

Il concerne exclusivement des produits mcaniques et dquipement de fitness.

Tes responsabilits au quotidien

Diagnostiquer et rsoudre les problmes sur tapis de course, vlos dexercice, haltres ajustables, refroidisseurs, saunas et systmes de rcupration (via courriel, tlphone, vido).
Guider les clients tape par tape selon leur niveau de confort technique.
Identifier les bonnes pices de remplacement laide doutils internes.
Coordonner lenvoi des pices ou les remplacements avec lentrept et la logistique.
Suivre les dossiers de garantie et documenter les cas avec prcision.
Communiquer les problmes rcurrents lquipe Qualit et aux fournisseurs.
Contribuer la cration de guides de dpannage, manuels et FAQ.
Participer au contrle qualit des nouveaux produits lors des rceptions de marchandise.

Profil recherch

Exprience mcanique ou pratique (atelier de vlos, rparation dquipements, CVC, assemblage mcanique, etc.).
Exprience en service client avec dexcellentes aptitudes de communication.
laise avec les outils (tournevis, cls, multimtre, etc.).
Bon sens logique et aptitude rsoudre des problmes mcaniques.
Organis(e), responsable et proactif(ve) dans le suivi des dossiers.
Anglais requis; le franais est un atout important.

Atouts

Exprience avec Zendesk ou un systme de tickets similaire.
Intrt pour le fitness, lentranement, la rcupration ou les systmes mcaniques.
Ce que nous offrons
2225 $/h selon lexprience (40 h/semaine).
Assurance sant et dentaire aprs trois mois.
Accs aux services de sant virtuels TELUS Health.
Massages au bureau deux fois par mois.
Rabais employs pour toi, ta famille et tes amis.

Prt te joindre nous?

Si taimes aider les gens, rsoudre des enjeux mcaniques et travailler avec de lquipement dentranement, on veut te parler.

Postule ds aujourdhui et viens btir le prochain chapitre de 21 TSI.

21TSI

Open Positions

After-Sales Mechanical Customer Support Specialist / Spcialiste du support mcanique aprs-vente