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Bilingual Technical Support Technician 2

1 month ago

Quebec City, Canada BD Full time

**Job Description Summary**:
**Nous sommes les créateurs du possible**

BD est l'une des plus grandes entreprises mondiales de technologie médicale au monde. Faire progresser le monde de la santé est notre objectif, et ce n'est pas une mince affaire. Il faut l'imagination et la passion de chacun d'entre nous, de la conception et de l'ingénierie à la fabrication et à la commercialisation de nos milliards de produits MedTech par an, pour regarder l'impossible et trouver des solutions transformatrices qui transforment les rêves en possibilités.

Nous pensons que l'élément humain, dans l'ensemble de nos équipes mondiales, est ce qui nous permet d'évoluer constamment. Rejoignez-nous et découvrez un environnement dans lequel vous serez soutenu pour apprendre, grandir et devenir le meilleur de vous-même. Devenez un **créateur de possibles **avec nous.

**À propos du rôle**:
En tant que **Technicien, Support Technique 2 Bilingue, **vous supporterez les Field Service Technicians (FST) afin de diagnostiquer et régler les problèmes sur nos produits d’automatisation de pharmacie. Accompagner les agents/FST internes et externes pour s’assurer que l’intervention soit exécutée selon les procédures établies; les assister et les supporter avant et pendant leurs interventions (coaching, aide technique, matériel et logistique). Des systèmes robotisés dédiés à la préparation automatisée de piluliers en pharmacie, ou autre systèmes et produits de BD.

**Ce poste est en télétravail et peut être situé au Québec, en Ontario, au Manitoba, en Saskatchewan, en Alberta ou en Colombie-Britannique.**

**Les principales responsabilités seront les suivantes**:

- Prendre les appels de techniciens internes/externes et les assister afin de diagnostiquer la source du problème.
- Identifier la résolution de problèmes la plus efficace, afin de minimiser le temps d’intervention et les frais pour l’entreprise. S’assurer que la situation problématique soit réglée et que le client en soit informé et veiller à compléter toute la documentation administrative requise.
- Assister les agents du service à la clientèle à diagnostiquer des problèmes rapportés par les clients.
- S’assurer d’ajuster la liste des pièces à maintenir en inventaire dans nos différents sites de service en fonction des récurrences.
- Faire l’analyse des journaux d’alarmes chez nos clients avant les maintenances et les réparations afin de prévoir le matériel, le temps et les instructions de travail pour les techniciens.
- Maintenir à jour et promouvoir l’utilisation des informations disponibles (documentation, procédures, vidéos et autres).
- Documenter les billets avec les solutions trouvées aux problématiques dans Salesforce, et partager avec les agents/FST internes.
- S’assurer d’un suivi sur les cas problématiques qui se déclarent à l’intérieur d’une période de 90 jours suivant l’installation.
- Diagnostiquer la problématique de concert avec les équipes de qualité, de production et d’installation. Identifier et implanter les correctifs développés.
- Le rôle sera amené à être de garde en rotation soir et fin de semaine environ toutes les quatre semaines.
- Toutes autres tâches connexes.

**À propos de vous**

**Pour réussir dans ce rôle, vous devez posséder**:

- La capacité de travailler de façon autonome, ainsi que dans un cadre d'équipe, d'une manière organisée.
- Un engagement à respecter les politiques de l'entreprise, la conformité et les normes de qualité.
- Une forte orientation vers le service à la clientèle ainsi qu'un grand sentiment d'urgence.
- Flexibilité pour le travail par rotation (week-ends).
- Vive attention aux détails.

**Études et expérience requises**:

- AEC ou DEC en instrumentation et automatisation, technologie de l’électronique industrielle, génie mécanique ou mécanique industrielle.
- 4 ans d’expérience comme agent support technique dans un domaine mécanique, robotique, hydraulique, instrumentation, automatisation, ou domaine similaire.
- La maîtrise de l’anglais et du français (lire, écrire, parler) est requise, car la personne peut avoir besoin de communiquer avec nos clients et / ou intervenants internes dans les deux langues.
- Doit être en mesure de voyager jusqu’à 10% au besoin.

**Expérience et compétences préférées**
- Études supérieures un atout.
- Connaissance d’un logiciel permettant de gérer les interventions à distance, atout.
- Connaissances d’outils ERP SAP, Salesforce, ou similaire un atout.

**Cliquez sur Postuler si cela vous ressemble **

**Pourquoi nous rejoindre ?**

Une carrière chez BD signifie faire partie d'une équipe qui valorise vos opinions et vos contributions et qui vous encourage à être authentique au travail. C'est aussi un endroit où nous nous aidons les uns les autres à être excellents, nous faisons ce qui est juste, nous nous tenons mutuellement r