Bilingual Technical Support Specialist

Join to apply for the Bilingual Technical Support Specialist role at BD The BD Parata Synmed system supports the customer’s daily operations in the Pharmacy Automation Customer Support Center. The position requires collaboration with peers and building solid relationships within BD and with customers. The role involves occasional overtime, on-call support, and weekend work. This is a remote-based bilingual French/English position and can be in Manitoba, Ontario, Quebec, or New Brunswick. Responsibilities Provide technical support via phone (IVR), email, remote access, and remote web camera. Open support tickets, gather 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 a rotating on-call support schedule to ensure continuous client assistance outside regular business hours. Provide immediate support to on-site installers, field service engineers, and trainers when on-site. Customer Service Tasks Assist clients in diagnosing and resolving issues related to pharmacy automation software and mechanical/robotic components. Coordinate and facilitate dispatch of on-site field service engineers when necessary. Create and manage orders for robotic system components and replacement parts. Application Support Tasks 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. Information Technology Tasks Diagnose and analyze computer performance issues, identify root causes, and recommend replacements or upgrades. Deploy, configure, and troubleshoot peripheral devices such as printers, biometric readers, and barcode scanners. Provide accurate blister card alignment printouts to support packaging and labeling processes. Coordinate and execute computer replacements, including ordering and shipping logistics with end users and Field Service Engineers. Troubleshoot network-related issues, including connectivity, firewall configurations, port settings, cabling, and TCP/IP protocols. Mechanical/Robotic Tasks Provide remote assistance and guide customers through basic tasks and troubleshooting. Coordinate dispatch of Field Service Engineers for on-site interventions and manage robotic replacement parts logistics. Support Field Service Engineers with coaching, technical guidance, and equipment/logistics coordination. Document problem-solving procedures and contribute to video tutorials for knowledge sharing and training. Monitor subcontractor technicians during interventions via remote access to validate work quality and identify training opportunities. Education And Experience Required AEC or DEC in Instrumentation and Automation or Industrial Electronics Technology with a minimum of 3 years in technical customer service roles, including call center operations and escalation procedures. Candidates with a DEP in a relevant technical field and 4+ years in a similar BD role will be considered. Experience diagnosing and troubleshooting hardware, software, and network issues; ability to identify root causes and guide users through solutions. Proven ability to deliver technical support and training to customers and field service teams with high satisfaction and efficiency. On-call availability for responsive off-hours support to ensure continuous IT operations. Knowledge And Skills Required Fluent in French and English (read, write, speak) with excellent communication skills. Strong interpersonal skills and ability to lead teams when needed. Active listening, clear and professional communication, empathy, patience, and ability to de-escalate situations. Strong organization and analytical abilities with a track record of delivering results in fast-paced environments. Preferred Qualifications Experience in MedTech, medical device, or pharmaceutical industries is a plus. Work Environment Regular 8-hour shifts scheduled between 7:00 a.m. and 9:00 p.m., based on business needs. About BD and Equal Opportunity BD is an Equal Opportunity Employer. We invite applications from individuals with a wide range of abilities and provide an accessible candidate experience. BD will provide reasonable accommodations to applicants with disabilities throughout the recruitment and assessment process. See BD’s policies for details. Why Join Us? A career at BD means being part of a team that values your opinions, helps you grow, and encourages you to bring your authentic self to work. You will work with people who strive to do what’s right, hold each other accountable, and learn and improve every day. To learn more about BD, visit the BD Careers site. We encourage sharing our culture with your network. For more information about BD, see the corporate site. The original posting may indicate location and employment terms that can vary by region. Required Skills and Optional Skills fields, as well as specific location indicators, are included in the job posting data. #J-18808-Ljbffr