Technical Support Specialist (Mech/Elec)

Technical Support Specialist (Mech/Elec)

A certified B Corp, OPTEL is one of the world's leading providers of traceability systems. Its mission is to use its innovative technologies to create a better world through responsible capitalism. The company's renowned solutions guarantee the quality of healthcare products and help combat the counterfeiting of drugs and medical devices around the world. OPTEL also adapts its technologies to different sectors—from healthcare to smart manufacturing and beyond—all of which can benefit from global traceability. OPTEL's expertise will enable various industries to measure, inspect, control, and track a wide variety of items to improve product quality and ensure more responsible use of resources.

Summary

The technical support specialist has the mandate to provide technical guidance and support to our business and customers. He/She will be responsible for the full troubleshooting of serialization and tracking solutions in the various customer environments. He/She will be also responsible for ensuring software and hardware integrity and minimizing customer downtimes. The role involves direct communication with the customers and field staff working remotely.

***Please submit your resume in English*** 

Main Responsibilities

• Work with Field Technicians during integration and fine-tuning of OPTEL vision and serialization systems;
• Responsible for  hardware, signaling and automation support; 
• Must clearly document customer interactions, troubleshooting steps, and identify root cause for issues;
• Collaborate with different product teams to resolve issues, improve performance, and eliminate solution issues on bespoke systems;
• Understanding of software validation principles (an asset);
• Provide timely technical support to external and internal clients including customers, Project Management and Field Technicians;
• Manage customer escalations and provide clear concise communications to facilitate a quality customer experience;
• Ensure that the systems function properly according to defined configuration specifications;
• Participate in the software integration with OEM equipment;
• Assess the feasibility of a project based on risks;
• Occasional travel can be required for on site support during system integration;
• Be available for a shared on-call rotation which includes some nights and weekends.

Required  Skills

• College diploma in engineering or relevant fields;
• Application support experience;
• Prior experience with automation software (asset);
• Bilingual (English and Portuguese);
• Excellent communication skills;
• Have a good sense of organization and priorities;
• Customer service oriented;
• Curiosity and eagerness to learn, especially regarding new technologies such as artificial intelligence. 

Advantages and benefits

• Flexible work schedules;
• Remote working mode;
• Competitive compensation;
• Healthcare plan;
• Life Insurance;
• Meal allowance (Ticket);
• Wellhub.

EQUAL OPPORTUNITY EMPLOYER

OPTEL is an equal opportunity employer. We believe that diversity is essential for fostering innovation and creativity. We welcome and encourage applications from individuals of all backgrounds, cultures, gender identities, sexual orientations, abilities, ages, and beliefs. We are committed to providing a fair and inclusive recruitment process, where each candidate is evaluated solely on their qualifications, skills, and potential. At OPTEL, every employee's unique perspective contributes to our collective success, and we celebrate the richness that diversity brings to our team.