Careers

Customer Support Technician

Ottawa, ON

Title:               Customer Support Technician

Department:   Sales and Marketing

Location:        Ottawa , Ontario ( West End )

Type:              Permanent, Full Time

 

Description

Brightwell Technologies is a Canadian corporation headquartered in Ottawa , Ontario .  The company develops particle analysis instrumentation for the pharmaceutical, environmental, material science, and life science sectors. Brightwell is seeking a Customer Support Technician to provide technical support, system installation, and system training services.  The position involves travel on a frequent basis both nationally and internationally in support of Brightwell’s global customer base and distribution network. 

Responsibilities

·         Install complex analytical instrumentation under minimal supervision.

·         Train customers on normal operating and maintenance procedures.

·         Provide on-site servicing and repair of equipment.

·         Provide technical support on a wide variety of operating, troubleshooting or maintenance questions.

·         Complete RMA’s (Return Material Authorization), Customer Incident Reports, Weekly Activity Reports.

·         Provide feedback to manager and engineering personnel on recurring problems or other technical matters that are related to product design.

·         Write and update operation manuals and installation/training procedures.

·         Manage customer databases for service, support, and upgrade purposes.

·         Assist in Service Plan development and implementation.

 

Qualifications

The successful individual will possess a strong work ethic, high degree of enthusiasm, and outstanding communication skills.  The position requires a candidate possessing a demonstrable balance of in-depth technical knowledge and customer facing capability.  The following minimum qualifications and experience are required:

·         2 year college diploma in electronics, optics, or equivalent.

·         5+ year’s experience in a related technical environment.

·         Ability to interact with customers and external parties, and professionally represent the company.

·         Leadership skills, ability to prioritize multi-tasks, customer service focused.

 

Contact:

Dave Thomas

Director, Sales and Marketing

613 591-7715 x504

dthomas@brightwelltech.com