Senior Specialist, Technical Services

Location(s)

Montreal, QC (Canada)

Job Description

Reporting to the Manager, Technical Services, the incumbent will respond to customers’ technical service inquiries of mid to high complexity on Velan’s products and services and will be responsible for providing exceptional service to clients in a timely manner.
 
Main responsibilities:
  • Provide precise and concise solutions to customers’ mid to high complexity inquiries for technical service and troubleshooting advice on installed products, to reduce any possible effect on the end-user;
  • Interact with other functions within the Velan organization as necessary to support the resolution of all technical files;
  • Create and manage a portfolio of technical files in Velan’s Field Engineering Services system;
  • Manage as many as 20 technical files in parallel, maintaining status reports for all files;
  • Fill customer’s quality and corrective action reports;
  • Create specific technical procedures;
  • Review, edit, and generate content for Velan Installation, Operation, Maintenance manuals;
  • Support Field Service Technicians while they are deployed at customer sites;
  • Manage sub-suppliers, sub-contractors and related contracts to resolve technical issues;
  • Prepare technical proposals for non-warranty field service work.

Requirements

  • Minimum of Bachelor’s degree in mechanical engineering preferred;
  • Must have over 5 years’ experience in customer technical service/support in a mechanical field, preferably industrial valves or flow control products;
  • Strong Customer service skills and dedicated to providing the best service possible in a fast-paced, high pressure environment and manage multiple tasks and priorities;
  • Proven experience and skill in project management;
  • Excellent organizational and operational skills, must be detailed and results oriented;
  • Strong and proficient computer user with good knowledge of the Microsoft suite of products;
  • Strong interpersonal and communication skills;
  • Ability to work and learn new concept autonomously or in a team;
  • Strong technical writing skills;
  • Ability to prepare technical proposals;
  • Contract writing and review experience is an asset;
  • Fully Bilingual (English and French Written and Spoken) is an asset.

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© Velan Inc. All rights reserved.
IgnitionWeb High-Touch Communications