Technical Support Representative

4 weeks ago

Lachine, Canada Hardt Equipment Manufacturing Inc. Full time

l’ouest de Montréal. Hardt est une entreprise privée, établie depuis longtemps, qui est rentable et qui a de beaux projets pour l’avenir Dans notre entreprise, les valeurs suivantes sont établies : communiquer activement, exprimer ses préoccupations et chercher à résoudre les problèmes, travailler de manière coopérative et dans le respect et s’efforcer d’apporter des améliorations continuellement.

Hardt fournit des solutions aux supermarchés ainsi qu’aux magasins à grandes surfaces, et est le fournisseur exclusif de rôtisseries et de réchauds à plus de 90% des grandes surfaces aux États-Unis. Notre entreprise est orientée vers nos clients, ce qui est bien démontré à travers notre mission de _fournir des solutions fiables et qui répondent aux besoins de nos clients_. Hardt est présentement à la recherche d’un(e):
**Représentant(e) au support technique**

Le rôle du représentant(e) au support technique consiste à fournir un support technique à nos fournisseurs de services autorisés. Le/la représentant(e) au support technique assiste pour le diagnostic et le dépannage des problèmes avec les techniciens par téléphone, diffuse des informations techniques et donne des conseils techniques au besoin. Le/la représentant(e) au support technique doit assurer la résolution des problèmes et la satisfaction du client vis-à-vis l'équipement de Hardt, tout en minimisant les coûts et les temps d'arrêt. Le/la représentant(e) au support technique est un(e) membre du département service à la clientèle et peut effectuer d'autres tâches administratives au besoin. Le/la représentant(e) au support technique relève du Chef du service à la clientèle.

**Principales Responsabilités**
- Répondre aux appels des fournisseurs de service par téléphone; diagnostiquer, offrir un dépannage et résoudre des problèmes;
- S’assurer de la mise à jour des connaissances des équipements, des modes de défaillance et des procédures de réparation;
- Aider le groupe technique en fournissant des données provenant directement du support technique des magasins et assister à la conception d’équipement au besoin;
- Participer à une formation continue, assurer la mise à jour des connaissances et compétences techniques de service;
- Soulever et discuter des problèmes techniques avec les chefs de projets;
- Participe au transfert des appels de service (dispatch);
- Supporter l'équipe pour l'identification des pièces lorsque requis;
- Support technique sur appel les mardis et mercredis de 17h30 à 22h00, en alternance aux 3 semaines;
**Qualifications**
- Formation technique et / ou diplôme en électromécanique d'un collège ou d’une école de métier accréditée;
- Deux années ou plus d'expérience concrète en réparation ou assemblage. Expérience requise pour tester des équipements électromécaniques et / ou d'appareils électroménagers;
- Une année d'expérience en service à la clientèle et support technique;
- Aptitude à lire et comprendre un schéma électrique tel que l’on peut retrouver dans un appareil électroménager, contrôle industriel ou dans le secteur manufacturier;
- Être capable de lire, de comprendre et d’expliquer les schémas de câblage électrique et les dessins d'assemblage mécanique;
- Capacité à visualiser les situations telles que décrites par les techniciens de service au téléphone, conduisant à un diagnostic et à une résolution précise;
- Avoir une forte capacité à résoudre les problèmes des assemblages mécaniques et des machines, ainsi que des composantes électriques et câblage;
- Avoir la volonté de satisfaire les besoins du client;
- Démontre un bon sens de l’organisation et est capable de fonctionner dans un environnement dynamique;
- Volonté de faire preuve de souplesse dans l'horaire de travail;
- Bonnes compétences informatique; capacité à utiliser Outlook, Excel et Word de manière efficace à exercer les fonctions;
- Possède d’excellentes habiletés à communiquer en anglais et en français (lire, écrire, parler); espagnol serait un atout.

**Conditions de travail**

Environnement de bureau standard. La semaine de travail comprend 37,5 heures, du lundi au vendredi. Le poste inclut le support technique d’urgence sur appel après les heures normales de travail (cellulaire et ordinateur) deux jours par semaine (mardi et mercredi de 17h30 à 22h00), en rotation aux 3 semaines.

**Conditions de Travail**: Hardt encourage le télétravail lorsque le type de travail le permet jusqu’à un maximum de 3 jours par semaine et un minimum de 2 jours par semaine au bureau. Les membres de l'équipe doivent se coordonner avec leur superviseur pour évaluer ce qui convient et définir les meilleures options qui respectent les besoins et les objectifs des employés et de l'entreprise. Le télétravail deviendra possible lorsque la formation sera complétée.

*Avantages sociaux complets
*Possibilité de

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