Bilingual Technical Support Specialist

* Provide technical support through phone (IVR), email, remote access and remote web camera.* Open support tickets, gather relevant information, and perform troubleshooting.* Guide and instruct clients on the proper use of their system and software.* Reassign or escalate tickets to the appropriate team based on issue complexity or scope.* Participate in the rotating on-call support schedule to ensure continuous client assistance outside regular business hours.* Provide immediate support to our on-site installers, fields service engineers and trainers while on-site.* Install and configure SynSoft, a proprietary in-house software, tailored to customer environments.* Lead software commissioning, configuration, and deployment to ensure successful implementation.* Prepare and import critical datasets such as drug catalogs, pricing structures, and EAN/UPC codes into the system.* Customize SynSoft functionality based on client-specific requirements and workflows.* Maintain and manage drug conversion tables to ensure data integrity and accuracy.* Update and correct database records, including medication details and pricing information.* Troubleshoot and debug software issues, escalating complex cases to the Development team when necessary.* Deliver responsive customer support, addressing questions related to software functionality and usability.* Configure file exchange directories to enable seamless integration with pharmacy management systems.* Investigate and resolve labeling issues related to blister card outputs.* Provide remote assistance to customers by guiding them through basic tasks and troubleshooting simple issues.* Coordinate the dispatch of Field Service Engineers for on-site interventions, and manage the ordering and shipment of robotic replacement parts to ensure timely support and minimal downtime.* Support Field Service Engineers during on-site interventions by providing coaching, technical guidance, and assistance with equipment and logistics coordination.* Document problem-solving procedures and system enhancements and contribute to the enrichment of the video tutorial library to support knowledge sharing and training.* Monitor subcontractor technicians during interventions through remote calls, live system access, and camera feeds to validate work quality and identify training opportunities for continuous improvement.* Candidates with a DEP in a relevant technical field, combined with 4+ years of experience in a similar role at BD, will be considered.* Experienced in diagnosing and troubleshooting hardware, software, and network issues by identifying root causes, guiding users through solutions, and escalating complex problems to appropriate teams when necessary.* Proven ability to deliver technical support and training to both customers and field service teams, ensuring high levels of satisfaction and operational efficiency.* **Open to on-call availability**, providing responsive and reliable support during off-hours to ensure continuous IT operations and timely issue resolution.- AEC or DEC in Instrumentation and Automation or Industrial Electronics Technology combined with a minimum 3 years of progressive experience in customer service within technical support environments, skilled in call center operations, including workflow management and support escalation procedures.* Solid foundational knowledge of mechanical robotics and sensor technologies, including system integration, calibration, and operational principles.* Skilled in analyzing robotic log alarms to identify faults, assess system behavior, and support timely troubleshooting and maintenance.* Knowledge of domain environments, Group Policy Objects (GPO), and endpoint security.* Adheres to industry-standard security best practices.* Proficient in generating reports using tools such as Adobe PDF.* Advanced Excel skills, including data manipulation, transformation, and complex formula creation.* Scripting & Automation: Experience with scripting languages including Python, PowerShell, and Batch for automation and task optimization.* Solid understanding of Windows environments, including services, NTFS permissions, event logs, and debugging.* Experience with printer configuration and driver management.* Troubleshooting Tools: Skilled in using Microsoft Sysinternals Suite and other diagnostic utilities for system analysis.* Must be fluent in French and English (read, write, speak), with excellent written and verbal communication skills.* Strong interpersonal and communication skills, with the ability to inspire, develop, and lead teams effectively.* Encouraging a positive work environment* Active listening to fully understand customer concerns* Clear and professional communication* Empathy to connect with customers and acknowledge their needs* Patience, especially when handling difficult situations* Strong ability to build trust and rapport, fostering positive relationships through clear communication, empathy, and reliability.* Positive attitude to create a welcoming customer experience* Ability to de-escalate tense situations and provide reassurance* Outstanding organizational and analytical abilities, with a proven track record of delivering results in a fast-paced, collaborative environment.* Installer et configurer SynSoft, un logiciel propriétaire interne, adapté aux environnements clients.* Diriger la mise en service, la configuration et le déploiement du logiciel pour assurer une mise en œuvre réussie.* Préparer et importer des ensembles de données critiques tels que les catalogues de médicaments, les structures de prix et les codes EAN/UPC.* Personnaliser les fonctionnalités de SynSoft selon les exigences et flux de travail spécifiques des clients.* Maintenir et gérer les tables de conversion des médicaments pour garantir l’intégrité et l’exactitude des données.* Mettre à jour et corriger les enregistrements de base de données, y compris les détails des médicaments et les informations de tarification.* Dépanner et corriger les problèmes logiciels, en escaladant les cas complexes à l’équipe de développement si nécessaire.* Fournir un support client réactif, en répondant aux questions sur les fonctionnalités et l’utilisation du logiciel.* Configurer les répertoires d’échange de fichiers pour permettre une intégration fluide avec les systèmes de gestion de pharmacie.* Enquêter et résoudre les problèmes d’étiquetage liés aux sorties de cartes alvéolées.* Fournir une assistance à distance aux clients en les guidant dans des tâches de base et en dépannant des problèmes simples.* Coordonner l’envoi d’ingénieurs de service sur le terrain pour des interventions sur site, et gérer la commande et l’expédition des pièces de rechange robotiques pour assurer un soutien rapide et minimiser les interruptions.* Soutenir les ingénieurs de service sur le terrain lors des interventions en fournissant du coaching, des conseils techniques et une assistance pour la coordination de l’équipement et de la logistique.* Documenter les procédures de résolution de problèmes et les améliorations du système, et contribuer à l’enrichissement de la bibliothèque de tutoriels vidéo pour favoriser le partage des connaissances et la formation.* Surveiller les techniciens sous-traitants lors des interventions via des appels à distance, un accès en direct au système et des flux de caméra pour valider la qualité du travail et identifier les opportunités de formation continue.* AEC ou DEC en Instrumentation et Automatisation ou en Technologie de l’électronique industrielle avec un minimum de 3 ans d’expérience progressive en service à la clientèle dans des environnements de support technique, avec expertise dans les opérations de centre d’appels, y compris la gestion des flux de travail et les procédures d’escalade.* Les candidats titulaires d’un DEP dans un domaine technique pertinent, combiné à plus de 4 ans d’expérience dans un rôle similaire
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