Responsible for repairing, installing, maintaining, troubleshooting and upgrading RFID, Wireless and Barcode systems, software, Hardware, and related peripheral equipment.
The technician assesses user training needs and trains users in effective use of standard applications; makes recommendations regarding hardware and software use;
prepares documentation and provides user assistance to OCR Canada customers.
Repairs, installs, configure and upgrade Barcode, Wireless, Mobile, Printer and RFID systems and software.
Assembles and configures computers, monitors, wireless network infrastructure and data collection equipment. Such as Mobile Handheld devices, Vehicle Mount Computer devices, barcode printers, barcode scanners and related hardware;
Install network cables and rewires or directs the rewiring of cables as required for new installations and reconfigurations for Wireless Network infrastructure and Wireless Site surveys.
Evaluates repair requests, determines extent of needed service and exercises considerable judgment in continuing with the service or forwarding extensive requests to supervisor or suppliers.
Reviews and determines extent of needed service and exercises considerable judgment in continuing with the service or forwarding equipment to suppliers.
Provides prompt and effective problem solving and troubleshooting to customers through telephone and email contact when system failures or dysfunctions occur.
Assesses needs and trains users in effective use of equipment makes recommendations to OCR Canada staff regarding hardware and software solutions and new technologies.
Keeps up to date on new equipment and software training and OEM certifications to continue to have OCR Canada stay compliant for each OEM technical requirement as laid out in their partner agreements.
Support Sales team members on customer calls or visits
Relationships and Roles
Maintain and Develop relationships with customers to ensure the proper support.
Maintain and Develop relationships with sales department to assist and support them with OCR Canada customer needs.
Maintain and Develop relationships with OEM SE, repair and technical staff.
Work with fellow OCR Canada Technicians to cross train on knowledge of various types of equipment.
Work with the OCR Canada programming team to understand the integration of our software with hardware
Excellent Computer skills & Computer literate
Excellent Task and Priority Skills
listening, understanding and responding professionally
Excellent problem-solving / judgment skills
Excellent interpersonal, organizational and communication skills (both verbal and written)
Professional telephone manner
Commitment to customer satisfaction, retention and loyalty.
Ability to work independently in a fast-paced, team-oriented environment.
Strong multi-tasking and decision-making skills are required.
Must be fluent in English
Bilingualism a definite Plus (Quebec French)
Excellent written and verbal communication skills
Proficient in MS Office products
Works well in a team environment.
Office or other responsibilities
Responsible for clean service technical area and service area
Responsible for Inventory required to complete assigned jobs / projects assigned to them
Managing safety and environmental compliance
Mental toughness on ability to handle stress
Valid driver’s license with Satisfactory record
Physically capable of handling equipment and going on site to perform install work when and / or where applicable
Education / Experience
Minimum technical degree or equivalent Or Equivalent to completion of two years of a college-level course in computer science, or information technology or a related field.
Minimum 1-3 years technical repair / support
1-2 years general computer installation, maintenance and repair
1-2 years WIFI experience
Barcoding, Mobility and Mobile Managed Device