After-sales Automation Support Agent

2 weeks ago

Laval, Canada Systemex Automation Full time

**Who we are ?**:
Systemex Automation is an automation engineering and integration firm. We deliver innovative solutions for a wide range of customers in the manufacturing and process industries. We are passionate about creating new technological challenges to meet our customers' needs. We are a team of experts in automation, robotics, mechanics and electrical engineering who carry out turnkey projects. Our continuous growth means we are always on the lookout for passionate, innovative and enterprising professionals.

**Job description**:
The automation technician is responsible for programming PLCs, operator interfaces, PLC/HMIs and robots according to Systemex Automation standards and project specifications. Depending on his/her experience, he/she participates in design, functional analysis, project documentation, testing, start-up and customer training.

**Main responsibilities**:

- Coordinate and follow up all customer requests with after-sales service representatives
- Prioritize support requests and assign them to resource persons
- Diagnose and solve technical problems reported by customers, guide them towards potential solutions or escalate complex problems to higher-level technical support teams
- Develop and maintain a thorough understanding of the company's automation products, their features, functionality and compatibility requirements to effectively respond to customer queries and support
- Create and update technical documentation, user manuals, troubleshooting guides and FAQs to help customers navigate system configuration, operation and maintenance.
- Act as liaison between customers and internal departments (e.g. engineering, manufacturing, sales) to ensure prompt resolution of customer issues, including coordination of product replacements and repairs
- Strive to provide exceptional customer service, maintaining a high level of professionalism, empathy and responsiveness in all customer interactions Recommend improvements to support procedures
**Desired skills**:

- Technical background in engineering, computer science or related field preferred
- Previous experience in customer support, technical support or a similar role, preferably in the robotics or technology industry
- Very good knowledge of IT, server/client systems and process networking
- Excellent problem-solving skills and ability to remain calm and composed under pressure while working towards resolution
- Customer focus with a passion for helping others and a commitment to providing exceptional service
- Knowledge of CRM systems, support software and remote support tools (Asset)
- Very good command of the French language and good knowledge of the English language (oral and written), with a strong sense of oral and written communications
- Leadership and teamwork skills
- Strong aptitude for continuous development of technical knowledge
- Proficiency in project management, technical writing and independent resolution of complex problems
- On the lookout for business opportunities with our customers
- Available to travel Available to work evening shifts
**The benefits we offer**:
We believe that with employee satisfaction comes benefits for everyone involved in the company. We are committed to providing the best possible environment for our employees.
- Flexible working hours
- Telecommuting
- Competitive compensation
- Insurance and Health Care Account
- Group RRSP
- Training (LMS - learning managment system)
- Electric car charging stations
- Social Club
- Telemedicine
- BBQ
- Coffee area
- Indoor/outdoor bike rack
- Reimbursement of professional orders
- Safety boots reimbursement
- On-site sports activities

The masculine gender is used in this job advert for ease of reading, without any intention of favoritism or discrimination. All people, regardless of gender, are encouraged to apply. Our company promotes equal opportunities and actively welcomes diversity.
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