Service Technician - Toronto, Canada - Planit Canada

Description

Brief job description

Reporting to the technical service director, the service technician is responsible for taking charge of the technical support with customers to enable optimal use of Cabinet Vision software according to customer needs.

Expected results

• Support customers through integration stages of softwares
• Provide technical training on products that meet customer needs
• Understand the technical issues of the customer and propose adapted solutions

List of Responsibilities

• Train customers on how to use the softwares;
• Create custom software packages to adapt to the business process of the customers;
• Assist customers with software installations;
• Troubleshoot software bugs and respond to customer inquiries;
• Travel to customer facilities for training and implementation including integrations with CNC machines;
• Evaluate the time needed for technical support of a customer;
• Update the information regarding technical support activities in the data base;
• Create documents, internal process, work instructions, solutions and internal training regarding the products;
• Represent the company at promotional events;
• On occasion, offer software demonstrations online or in person to support the sales team;

Qualifications required

• Hold a college diploma in a field related to IT or to the woodworking industry;
• Have at least 3 years of experience in technical support related positions or as a software user in the woodworking industry;
• Experience in woodworking industry and/or software implementation, an asset;
• Mastery of the Ms-Office suite and ease of learning different software;
• Bilingualism required both orally and in writing (French and English).

Qualities, skills and compétences needed

• Communication skills and adapting one's approach;
• Have a good ability to popularize and synthesize information;
• Ability to build and maintain strong customer relationships;
• Ability to analyze problems and find solutions;
• Teamwork and collaboration;
• Ease of managing pressure and deadlines;
• Good sense of planning and organization.