Technical Support Specialist

3 months ago

Montreal, Canada Atlas Copco Full time
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Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Technical Support Specialist

Allow us to introduce ourselves…

You may think you don’t already know us, but our paths have definitely crossed before From the water bottle in your hand, to the lamp lighting up your room, and even the t-shirt on your back, chances are each of these items were created using one of Atlas Copco’s industry leading air compressors. That’s right, compressed air is EVERYWHERE, and we are thrilled to have customers across all industries; medical, textiles, pharmaceutical, food manufacturing and many more… in over countries across the globe We like to think of ourselves as a Leader in the industry and encourage our employees to think the same

We don’t just promote diversity and inclusion because it’s the right thing to do, we do it because it’s what drives best results. We welcome applicants of all race, colour, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, disability, marital status, age, and all other legally protected status

Your new role will be:

The Technical Support Specialist is responsible for providing day-to-day support to the field organization by solving technical problems and providing effective training materials.

You will be required to provide onsite field service support to our Service Technicians within your designated territory in Canada, therefore the candidate should be open to traveling frequently.

The position can be based anywhere in Canada.

This position reports to the Technical Support and Administration Manager.

The main activities you will take care of:

Field support

Provide technical support to our Field Service Technicians and DistributorsUtilize the designated ticketing system to manage and prioritize incoming technical support requests within the established response timeMonitor the various databases and documentation related to the products (ex: ECB and APC)Take charge of reporting and analyzing any equipment or product failures and recommend solutions (FRET, Diswant, Want)Maintain a professional and positive relationship with distributors by providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription

Quality Assurance

Ensure that all RMA requests are communicated to the relevant parties so that the parts can be shipped back to factory and inspected for analysisMake use of knowledge bases and proprietary troubleshooting techniques to resolve customer’s technical issues in a timely and cost-effective mannerDocument quality-related complaints from end users and enter them into the system (FRET, Diswant, Want)

Training

Train and mentor Field Service Technicians, Sales Representatives and Customer Service and on our Business PortalParticipate in product and equipment training prior to implementation to ensure an ongoing knowledge base with Field Service Technicians and DistributorsDevelop and implement a yearly training plan for the service department using available technologies and supportMaintain up-to-date knowledge on technical services and products within the industry

Other

Support in other related tasks and projectsComply with the organization’s environmental, health & safety, recycling, sustainability efforts and quality assurance policies and standards

What you can expect from us

Annual base salary + 10% performance bonusHealth Care, Dental, Life & Disability plansCompany Pension Plan3-weeks starting paid vacation, 5 sick days and 5 flex days per year$ subsidy towards physical wellness materials, at-home equipment, fitness memberships, etc.35-hour work week with work-from-home flexibilityTotal tuition reimbursement for courses related to employmentAnd much more…

What will help you suceed in your new role

Strong air compressor knowledge, specifically on a technical basis (any Atlas Copco Compressor Technique product knowledge would be an asset)Strong electrical diagnostic skills combined with some form of technical degree (engineering, technical diploma, or similar)Experience communicating with customers and/or distributorsStrong computer literacy skills (software, windows, hardware set up)Strong communication skills and collaborative spirit when working with our employees from all departments and our customersProven interest in providing training materials and facilitating quality training presentations to employeesFlexibility to travel within Canada when neededMust maintain a driver’s license with a clean drivers abstractFluency in English is required in order to communicate with colleagues and customers outside of Quebec

Special Conditions

This position requires travel to customer sites and branches within Canada

Spécialiste du support technique

Permettez-nous de nous présenter...

Peut-être pensez-vous que vous ne nous connaissez pas encore, mais nos chemins se sont certainement déjà croisés Qu'il s'agisse de la bouteille d'eau que vous tenez à la main, de la lampe qui éclaire votre chambre ou même du t-shirt que vous portez, il y a de fortes chances que chacun de ces objets ait été créé à l'aide de l'un des compresseurs d'air Atlas Copco. C'est vrai, l'air comprimé est PARTOUT, et nous sommes ravis d'avoir des clients dans tous les secteurs : médical, textile, pharmaceutique, agroalimentaire et bien d'autres encore... dans plus de pays à travers le monde Nous aimons nous considérer comme un leader de l'industrie et nous encourageons nos employés à penser de même

Nous promouvons la diversité et l'inclusion non seulement car c'est la bonne chose à faire, nous le faisons parce que c'est ce qui inspire les meilleurs résultats. Nous accueillons les candidats sans distinction de race, de couleur, d'origine nationale ou ethnique, de religion, de sexe, d'orientation sexuelle, d'identité ou d'expression de genre, de handicap, d'état civil, d'âge ou de tout autre statut protégé par la loi.

Un aperçu de votre nouveau rôle

Le spécialiste du support technique est chargé de fournir une assistance quotidienne à l'organisation sur le terrain en résolvant les problèmes techniques et en fournissant des supports de formation efficaces.

Ce poste nécessite de fréquents déplacements pour fournir une assistance sur le terrain à nos techniciens de service sur le territoire désigné au Canada. 

Ce poste relève de la Directrice du support technique et de l'administration.

Les principales responsabilités :

Soutien sur le terrain

Fournir une assistance technique à nos techniciens de service et à nos distributeurs.Utiliser le système de ticketing désigné pour gérer et prioriser les demandes d'assistance technique entrantes dans le délai de réponse établi.Contrôler les différentes bases de données et la documentation relative aux produits (ex : ECB et APC)Prendre en charge le rapport et l'analyse de toute défaillance d'équipement ou de produit et recommander des solutions (FRET, Diswant, Want).Entretenir une relation professionnelle et positive avec les distributeurs en assurant le dépannage des produits et des services tout en les informant sur les caractéristiques et les avantages de leur achat/abonnement.

Assurance qualité

S'assurer que toutes les demandes de RMA sont communiquées aux parties concernées afin que les pièces puissent être renvoyées à l'usine et inspectées pour analyse.Utiliser les bases de connaissances et les techniques de dépannage exclusives pour résoudre les problèmes techniques des clients de manière rapide et rentable.Documenter les plaintes des utilisateurs finaux relatives à la qualité et les saisir dans le système (FRET, Diswant, Want, etc.)

Formation

Former et encadrer les techniciens de service, les représentants des ventes et le service clientèle, ainsi que sur notre portail d'entrepriseParticiper à la formation sur les produits et les équipements avant leur mise en œuvre afin d'assurer une base de connaissances permanente avec les techniciens de terrain et les distributeurs.Développer et mettre en œuvre un plan de formation annuel pour le service après-vente en utilisant les technologies et le soutien disponibles.Maintenir à jour ses connaissances sur les services techniques et les produits de l'industrie.

Autres tâches

Apporter son soutien à d'autres tâches et projets connexesRespecter les politiques et les normes de l'organisation en matière d'environnement, de santé et de sécurité, de recyclage, de développement durable et d'assurance qualité

Ce que vous pouvez attendre de nous

Salaire de base annuel + 10% de prime de performanceSoins de santé, soins dentaires, assurance-vie et assurance-invaliditéRégime de retraite de l'entreprise3 semaines de vacances payées, 5 jours de maladie et 5 jours de flexibilité par anSubvention de $ pour l'achat de matériel de bien-être physique, d'équipement à domicile, d'abonnements à un centre de conditionnement physique, etc.Semaine de travail de 35 heures avec possibilité de travail à domicileRemboursement total des frais de scolarité pour les cours liés à l'emploiEt bien d'autres choses encore...

Ce qui vous aidera à réussir dans votre nouvelle fonction

Connaissance approfondie des compresseurs d'air, en particulier sur le plan technique (toute connaissance des produits d'Atlas Copco Compressor Technique serait un atout).Solides compétences en diagnostic électrique combinées à un diplôme technique (ingénierie, diplôme technique ou similaire)Expérience de la communication avec les clients et/ou les distributeursSolides compétences en informatique (Windows, configuration du matériel)Solides compétences en communication et esprit de collaboration avec nos employés de tous les services et nos clients.Intérêt manifeste pour la fourniture de matériel de formation et la facilitation de présentations de formation de qualité aux employés.Flexibilité pour voyager au Canada si nécessaireLe candidat doit être titulaire d'un permis de conduire et avoir un dossier de conduite vierge.La maîtrise de l'anglais est nécessaire pour communiquer avec les collègues et les clients à l'extérieur du Québec.

Conditions particulières

Ce poste nécessite des déplacements occasionnels chez les clients et dans les succursales au Canada

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