Technical Support Manager Jobs in Kitchener, ON (NOW HIRING)

As a Technical Support Engineer / Product Support Engineer, you'll help customers operate equipment safely, reliably, and effectively by delivering responsive customer technical support and practical problem-solving. You'll join Mold-Masters, a Hillenbrand company, in Georgetown, Ontario. We design and manufacture industry-leading hot runner systems, temperature controllers, and related technologies for the injection molding industry. Your work will strengthen customer uptime, service quality, and organizational learning while supporting continuous improvement and sustainable growth.

WHAT YOU'LL DO

• Resolve customer technical support cases through effective diagnosis, troubleshooting, and documentation.
• Support hot runner systems, temperature controllers, controls, software, and related injection molding equipment.
• Assist customers with scientific molding, process optimization, process development, and startup activities.
• Perform electromechanical and controls troubleshooting, identify root causes, and recommend corrective actions.
• Guide customers and service teams through remote diagnostics, installation, calibration, maintenance, and product operation.
• Coordinate issue resolution with engineering, quality, manufacturing, parts, sales, and field service teams.
• Assess repair, replacement, upgrade, or on-site service requirements and manage escalations as needed.
• Maintain accurate CRM records and service documentation.
• Contribute to continuous improvement initiatives, product enhancements, and technical knowledge sharing.

TEAM

• Work closely with customer support, field service, engineering, quality, manufacturing, parts, and sales teams.
• Help deliver exceptional customer experiences through collaboration and technical expertise.
• Support global service excellence and continuous improvement across Mold-Masters and Hillenbrand.

EXPERIENCE, SKILLS & ABILITIES

• Diploma or degree in Engineering, Engineering Technology, Electromechanical Technology, Polymer Engineering, or a related field.
• 2+ years of experience in technical support, field service, process engineering, maintenance, or a similar industrial equipment role.
• Strong troubleshooting skills in electromechanical systems, controls, automation, and industrial equipment.
• Experience with injection molding, scientific molding, process development, and polymer materials is preferred.
• Knowledge of hot runner systems, temperature controllers, plastics processing equipment, or related technologies.
• Experience with root cause analysis, corrective actions, and structured problem-solving techniques.
• Ability to read technical manuals, electrical drawings, schematics, and specifications.
• Experience with equipment installation, commissioning, calibration, and maintenance.
• Proficiency with CRM/service management systems, remote diagnostic tools, and Microsoft Office; Salesforce and SAP experience are assets.
• Strong communication, organization, and customer service skills, with the ability to manage multiple priorities and collaborate across teams. #LI-SC1

Who we are:

Mold-Masters (www.moldmasters.com) is a leading global supplier of hot runners, controllers, auxiliary injection and co-injection systems. We design, manufacture, distribute, sell and service highly engineered and customized plastic processing equipment that caters to every market. Mold-Masters is a business unit of Hillenbrand.

Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose - Shape What Matters For Tomorrow - we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.
EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at recruitingaccommodations@hillenbrand.com . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".