Job Description

Under the supervision of the Manager - Post-Sales Services you will be responsible to provide support and assistance related to the repair and maintenance of mainstream EXFO products. Your main customers are technicians working at a global network of certified partners who have been trained to use EXFO procedures and tools to perform calibration and repair on EXFO test and measurement instruments. You will also provide assistance to other EXFO Service centers as well as managing requests from internal EXFO colleagues. All activities are related to the repair, maintenance and performance validation of our products.

As a support specialist, you will assist in the following capacities:

Answering tickets directly and without assistance

Dispatching and/or coordinating with the appropriate subject matter expert

Provide training on the use of our Calibration equipment and procedures

Evaluating repair/maintenance/upgrade costs

Creating bulletins and procedure documents

Providing guidance to internal colleagues

Provide suggestions and improvements to the reliability and serviceability of new EXFO products

Occasionally be available for on-site maintenance at customer premises or training activities

Depending on the workload, and work sharing within your team, you may also be involved in;

Price list management for Services and Parts,

Product and service phase out activities

Other miscellaneous activities related to the daily operations of your group

The majority of the external support will be in English, while internal activities will be mostly in French (For Quebec office only). This is a stimulating role that will require close collaboration with multiple EXFO departments, as well as working with diverse cultural service partners around the world.

Technical Requirements:

• Stong knowledge and experience with modern electronics and fiber optics repair and calibration

• Experience working within a manufacturing environment or service facility and the associated test benches and infrastructure
• Strong skills related to the maintenance, recovery and rebuilding of Windows based test equipment
• Familiar with the operations and workflow of service facilities and service tools/infrastructure

• Good presentation skills for training purpose

Other spoken language will be considered an asset

A valid passport is required for travelling purpose

Interpersonal skill that we are looking for:

Strong Communication: Effective communication skills, both verbal and written, are essential. You will be responsible for answering tickets, providing training, creating documents, and collaborating with colleagues and service partners. Clear and concise communication will help ensure smooth interactions and understanding between all parties involved.

Customer Service Orientation: As a support specialist, you will be dealing with customers, both internal and external. Having a customer service mindset and the ability to empathize with customers\' needs and concerns is crucial. Being patient, responsive, and committed to resolving issues will contribute to a positive customer experience.

Problem-Solving: The ability to analyze complex situations, identify root causes, and propose effective solutions is vital. You will encounter various technical challenges, and your problem-solving skills will help you troubleshoot issues, evaluate repair costs, and suggest improvements to enhance product reliability and serviceability.

Collaboration: Being a team player and having strong interpersonal skills to work effectively with diverse individuals and teams is important. Collaboration will involve sharing knowledge, coordinating with subject matter experts, and collectively achieving common goals.

Adaptability and Flexibility: The workload and responsibilities may vary, requiring the ability to adapt and prioritize tasks accordingly. Being open to change, maintaining flexibility, and quickly adjusting to new situations or requirements will contribute to your success in this role.

Attention to Detail: Working with sensitive equipment and procedures requires meticulous attention to detail. Being thorough and precise in your work will ensure accurate calibration, maintenance, and documentation. This skill is crucial to provide reliable and consistent support.

Time Management: Being able to prioritize tasks, manage deadlines, and handle multiple responsibilities efficiently is essential. Effective time management skills will help you stay organized and meet customer and company expectations.

EXFO is an equal opportunity employer.

For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.

Thanks for your interest in EXFO

EXFO