Lab Service Technician

As a Service Technician, you will play a crucial role in ensuring the smooth operation and customer satisfaction of our technical products or services. You will be responsible for performing technical inspections, repairs, upgrades, providing technical assistance, troubleshooting, and resolving customer issues through various communication channels. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate complex technical information in a clear and understandable manner.

Responsibilities:

• Technical Support:
• Electro-mechanical and optical equipment repair, testing and calibration.
• Perform technical inspection and modification of new equipment to meet CSA standards.
• Troubleshoot hardware and software issues and provide accurate technical solutions.

Customer Support:

• Diagnose and identify technical issues reported by customers and work towards timely resolution.
• Respond to customer inquiries and issues related to technical products or services promptly and professionally.
• Provide technical support via phone, email, chat, or remote assistance to resolve customer problems.
• Guide customers through step-by-step solutions and troubleshooting procedures.
• Document and track all customer interactions, including the details of the issue and the resolution provided.

Product Knowledge:

• Stay up-to-date with the latest features and updates of the products or services to provide accurate information to customers.
• Develop and maintain a comprehensive understanding of the technical aspects of the company's offerings.

Collaboration:

• Collaborate with other departments to communicate customer feedback and contribute to product improvement.
• Provide input to the engineering team based on recurring technical issues.

Training and Documentation:

• Develop and update documentation and troubleshooting guide to assist teams in troubleshooting common issues.
• Conduct training sessions for the technical team on using, maintaining and repairing the products.

Customer Satisfaction:

• Ensure a high level of customer satisfaction through effective communication, empathy, and a commitment to resolving issues in a timely manner.
• Seek and act on customer feedback to continually improve the quality of service.

We are seeking a candidate with the following attributes:

• Electronic/Electrical Technician/Technologist or equivalent.
• 2 – 5 years experience in technical service industry.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and analytical skills.
• Ability to work independently and collaboratively in a team environment.
• Knowledge of relevant technologies and software applications.
• Customer-focused with a commitment to delivering exceptional service.
• French language skills would be an asset