Customer Support Engineer

1 week ago

Laval, Quebec, Canada TalentBurst, Inc. Full time

Job Title: Customer Support Engineer
Job Location: Laval, QC (Canada) - On-site
Duration: 6 Months
  • Our Customer Support Engineer is responsible for maintaining a high standard of professional customer support. In this role, the Customer Service Engineer will act as the face for the company, making sure our customer needs are met in a timely and efficient manner.

    Responsibilities:

    • Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

    • Reviews and approves operational quality of system equipment.

    • Instructs customers in the operation and maintenance of the system.

    • Serves as company liaison with customer on administrative and technical matters for assigned projects.

    • Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.

    • This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

    Critical Skills:

    • Excellent customer service skills complimented by an ability to listen to and interpret client requests.

    • Ability to troubleshoot complex technology issues.

    • Strong verbal and written communication skills.

    • Ability to identify, track and complete tasks for multiple projects under prescribed timeframes
Skills Overview: Qualifications/years of experience:

• Fluent in French and English
Associate degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related military experience.

• 1 plus year of experience in the ability to troubleshoot, repair, and provide qualification services in a laboratory setting

• Strong communication skills and ability to problem solve

Must Haves:
  1. Fluent in French and English
  2. Experience with scientific instrumentation
  3. Experience in Life Science environment

Technology Requirements:

• Ability to troubleshoot complex technology issues.

Additional Requirements:
  • • Must be able to remains in a stationary position more than 25% of the time

    • The person in this position needs to occasionally move inside and outside labs

    • Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.

    • Regularly move or lift up to 25 pounds and occasionally move or lift up to 100 pounds

    • Specific vision abilities required by this position include without limitation, the ability to observe details at close range (within a few feet of the instrument), distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.

    • Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
Success/Performance Metrics: Soft Skills Needed:

• Excellent customer service skills complimented by an ability to listen to and interpret client requests.

• Strong verbal and written communication skills.

• Ability to identify, track and complete tasks for multiple projects under prescribed timeframes

Performance Measurements:
  • Timely completion of work orders
Candidate Selection: Expectations:
  • Resume Review Date: ASAP
  • Interview Date: ASAP
Interview Details:
  • Requests sent via: MS Teams
  • Interviewers: Paul Felts, Manager and 1 local engineer assessment
  • Type: MS Teams

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