Technical Support Specialist

2 weeks ago

Québec, Quebec, Canada Optel Group Full time
OPTEL is one of the world's leading providers of traceability systems. Its mission is to leverage innovative technologies to create a better world through responsible capitalism. The company's renowned solutions ensure the quality of healthcare products and help fight the counterfeiting of medicines and medical devices worldwide. OPTEL also adapts its technologies to a variety of sectors, from healthcare to smart manufacturing and beyond, enabling all industries to benefit from global traceability. OPTEL's expertise empowers industries to measure, inspect, control, and track a wide range of elements in order to improve product quality and promote a more responsible use of resources.

Summary:
The technical support specialist has the mandate to provide technical guidance and support to our business and customers. He/She will be responsible for the full troubleshooting of serialization and tracking solutions in the various customer environments. He/She will be also responsible for ensuring software and hardware integrity and minimizing customer downtimes. The role involves direct communication with the customers and field staff working remotely.

Principal tasks:
  • Work with Field Technicians during integration and fine-tuning of Optel vision and serialization systems;
  • Responsible for hardware, signaling and automation support;
  • Must clearly document customer interactions, troubleshooting steps, and identify root cause for issues;
  • Collaborate with different product teams to resolve issues, improve performance, and eliminate solution issues on bespoke systems;
  • Understanding of software validation principles (an asset);
  • Provide timely technical support to external and internal clients including customers, Project Management and Field Technicians;
  • Manage customer escalations and provide clear concise communications to facilitate a quality customer experience;à
  • Ensure that the systems function properly according to defined configuration specifications;
  • Participate in the software integration with OEM equipment;
  • Assess the feasibility of a project based on risks.
Requisite Skills:
  • DEC in engineering or relevant fields;
  • Application support experience;
  • Prior experience with automation software (asset);
  • Bilingual (English and French);
  • Excellent communication skills;
  • Have a good sense of organization and priorities;
  • Customer service oriented;
  • Occasional travel can be required for on site support during system integration;
  • Be available for a shared on-call rotation which includes some nights and weekends;
  • Curiosity and eagerness to learn, especially regarding new technologies such as artificial intelligence.
Benefits:
  • Competitive compensation
  • Flexible working hours
  • Employee Assistance Program (EAP)
  • Comprehensive group insurance plan
  • A global organization with a presence on several continents
OPTEL is an equal opportunity employer. We believe that diversity is essential to fostering innovation and creativity. We welcome and encourage applications from individuals of all backgrounds, cultures, gender identities, sexual orientations, abilities, ages, and beliefs. We are committed to providing a fair and inclusive recruitment process in which every candidate is evaluated solely on their qualifications, skills, and potential. At OPTEL, each employee's unique perspective contributes to our collective success, and we celebrate the richness that diversity brings to our tea

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