January 2019


Location: St Thomas

Education: OSSD

Reports to: Customer Service Manager


Responsible for providing escalated and elevated technical product support for our external business partners and internal Customer Service team. External business partners include but may not be limited to wholesalers, plumbers, specifiers, builders, consumers and other Masco Divisions. The goal is to deliver exceptional service by utilizing our core values in a timely, professional and courteous manner.

Primary Responsibilities:

  • Inbound Calls – Technical Service Line
    • Initial point of contact on Technical Service line for technical related inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany, Consumers, Customer Service Reps and Sales Agents within Canada and the US.
    • Inquiries include, but are not limited to: technical assistance, specification questions, troubleshooting, repair and installation, features and benefits, product options / availability, where to buy parts, warranty coverage.
    • Understanding of all Masco Canada product offerings and their functions in order to effectively handle all customers’ inquiries.
  • Technical Inquiries
    • Assist with walk in inquiries, as required.
    • Communicate escalated technical inquiries directly to the appropriate department(s) to ensure a timely resolution and follow up.
    • Respond to inquiries received via the Technical Service email box in a timely fashion. Ideally within our stated response time frame of 24 hours.
  • Consumer and Channel Escalation
    • Assist Consumer and Channel representatives with issue resolution as requested.
    • Coach and mentor Consumer and Channel representatives as required.
  • Product Inspection Requests – PIRs
    • Responsible for the completion of the initial Product Inspection Request process steps which include, but are not limited to:
      • Entry of PIR information in the Quality Assurance database as a result of receiving notification of nonconforming product from CSRs, Sales Reps or our customer base.
      • Communicate any requirements for the de-allocation of product from customers’ orders to the Order Management Supervisor for the necessary follow up and action.
  • Inbound Calls – Channel & Consumer Services Lines
    • As required, assist with Channel Services related telephone and email inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany and Sales Agents.
    • As required, assist with Consumer Services related telephone and emails inquiries and action pertaining to all Masco Canada product offerings.
  • Other Duties as Assigned.

Health & Safety

  • Maintain a safe workplace
  • Wear Personal Protective Equipment as required on the shop floor
  • Comply with the company policies and OHSA (Occupational Health & Safety Act)
  • Report unsafe conditions, incidents, or hazards as soon as possible to your supervisor


  • Ensure your work area is maintained at required daily 5S standards
  • Follow daily 5S standards as posted in your department
  • Correct any deviations from 5S standards immediately


  • Excellent interpersonal and communication skills (verbal and written)
  • Accuracy and attention to detail a must
  • Positive attitude and strong work ethics
  • Ability to prioritize and work without supervision
  • Effective Team Player
  • Proficient in Microsoft Office and computer applications

Educational Requirements:

  • O.S.S.D.

Additional Skills / Knowledge Requirements / Other:

  • Excellent understanding of all Masco Canada product offerings
  • Good working knowledge of JDE system
  • Fluent in both oral and written French and English preferred


Only candidates with applicable experience will be selected for an interview.

Submit cover letter and resume to :

Human Resources Department
350 South Edgeware Road
St. Thomas, ON
N5P 4L1

Thank you for your interest; however, only candidates selected for an interview will be contacted. No telephone inquiries or agencies, please.


At Masco Canada we are committed to a working environment that is inclusive and free of barriers, that offers equal access to opportunities based on an individual’s ability. We do this by creating a barrier free environment which encourages all employees to contribute their unique skills and insights. We encourage all diverse candidates to apply.

Masco Canada commits to providing accommodation for needs related to the grounds of the Ontario Human Rights Code, unless to do so would cause undue hardship, as defined by the Ontario Human Rights Commission’s Policy on disability and the duty to accommodate. Please advise us to make sure your accessibility needs are accommodated throughout the recruitment process.