Field and technical support technician
Comact
Saint Georges, QC, CA
4d ago

Numéro de référence : 2014 19

  • Plan and organize physical installations in Canada and the United-States.
  • Coordinate logistics for the installation of our equipment.
  • Carry out preventative maintenance on the equipment.
  • Make courtesy visits to ensure customer’s satisfaction.
  • Participate in the continuous improvement of processes (conceptualization, manufacturing, implementation, technical support, etc.).
  • Perform customer’s training on equipment.
  • Diagnose, analyze, and resolve client issues.
  • Follow-up on software and hardware problems with clients via various communication mediums such as email and telephone.
  • Record each activity in the call database and document solutions via the CRM.
  • Act as a liaison between the Service department and other departments.
  • Conduct software updates remotely or on the client’s premises.
  • Determine client needs by building good relationships with users.
  • Conduct tests of technical problems when necessary.
  • Create and update our knowledge database in order to help the support team and help clients resolve issues with their equipment.
  • Promote the services our organization offers and ensure that clients are well informed about the different features of their systems.
  • Participate in team meetings in order to share ideas and solutions.
  • Be available to answer emergency calls outside of regular office hours on an alternating basis (rotating schedule).
  • Diploma of college studies in Industrial Electronics, Computer Science, or Electronics Technology or a DEP (Diploma of Vocational Studies) in Electro-Mechanics or other related fields.
  • A minimum of two (2) years relevant experience.
  • Skilled in the resolution of technical problems.
  • Knowledge of basic computer systems.
  • Be structured and organized.
  • Maintain good relationships with colleagues.
  • Enjoy dealing with clients and have a professional attitude.
  • Possess strong problem solving skills and enjoy challenges.
  • Able to work under pressure.
  • Knowledge of Windows (Linux or QNX is an asset).
  • Knowledge of networking is an asset.
  • Have a good knowledge of English, both spoken and written (French is an asset)
  • Be available to travel for short periods of time (1-2 weeks) and, if needed, be able to obtain a valid passport.
  • Possess a valid class 5 driver’s license.
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