Job Description

Technical Support - Hotliners
Biesse Group Canada - Mirabel, QC
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Apercu
Apercu du poste : Le Support Technique (Hotliner) sera responsable de repondre aux demandes des clients concernant toute la gamme de machines Biesse. Ces techniciens de service doivent etre capables de repondre a des questions hautement techniques tant aux clients qu'aux representants sur le terrain. They must be considered experts in their field and understand the different technologies of the Biesse product range. Ce role necessite de solides competences administratives, organisationnelles et en communication, ainsi qu'une attention particuliere aux details pour garantir des instructions precises sur le depannage des machines, qu'il s'agisse de problemes logiciels, electriques ou mecaniques. Nous recherchons un professionnel du support technique devoue et competent pour rejoindre notre equipe. Dans ce role, vous serez le premier point de contact pour nos clients, fournissant un support exceptionnel et une assistance pour le depannage de divers problemes logiciels et materiels. Votre expertise contribuera a garantir que nos clients puissent utiliser efficacement nos produits et services, ameliorant ainsi leur experience globale.

Competences techniques

Knowledge of CNC machines - including lathes, milling machines, machining centers, etc.
Connaissance des systemes de controle CNC - par exemple Fanuc, Siemens, etc.
Interpretation des dessins techniques - pour comprendre les processus de production et les problemes des clients.
Understanding of ISO / G-code programming - to read, troubleshoot, or modify machine programs.
Competences en depannage electrique/electronique - y compris l'utilisation d'outils et de logiciels de diagnostic.
Basic knowledge of industrial automation - sensors, actuators, PLCs, etc.
Knowledge of CAD/CAM software - useful for identifying programming issues upstream.
Mastery of remote support tools - such as TeamViewer, VNC, or equivalent platforms.
Competences en communication

Overview

Position Overview:

The Technical Services Support (Hotliner) will be responsible for servicing customers inquires about all Biesse line of machines. These service technicians should be able to answer highly technical questions to both the customers and the field representatives on site. They are to be considered experts in their field and understand various technologies of the Biesse line of products. This role requires strong administrative, organizational and communication skills, as well as attention to detail to ensure precise instructions on troubleshooting machines, for software, electrical and mechanical issues.We are seeking a dedicated and knowledgeable Technical Support professional to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and troubleshooting assistance for various software and hardware issues. Your expertise will help ensure that our clients can efficiently utilize our products and services, enhancing their overall experience.

Responsibilities

Provide timely and effective technical support to customers via phone, email, or chat. Troubleshoot software issues and assist with problem resolution using tools like Jira and ServiceNow. Guide customers through VPN setup and configuration to ensure secure connections. Assist with computer networking issues, including LAN configurations and connectivity problems. Maintain detailed records of customer interactions and technical issues in the ticketing system. Collaborate with cross-functional teams to escalate complex issues as needed. Stay updated on product features, enhancements, and industry trends to provide informed support.

Qualifications:

Technical Skills

Knowledge of CNC machinery

- including lathes, milling machines, machining centers, etc.

Familiarity with CNC control systems

- for example Fanuc, Siemens, etc.

Technical drawing interpretation

- to understand production processes and customer issues.

Understanding of ISO / G-code programming

- to read, troubleshoot, or edit machine programs.

Electrical/electronic troubleshooting skills

- including use of diagnostic tools and software.

Basic industrial automation knowledge

- sensors, actuators, PLCs, etc.

Familiarity with CAD/CAM software

- useful for identifying upstream programming issues.

Proficiency in remote support tools

- such as TeamViewer, VNC, or equivalent platforms.

Communication Skills

Active listening

- to clearly understand the operator's reported issue.

Clear and technical communication

- ability to explain complex solutions in a simple way.

Customer stress management

- staying calm and supportive under pressure.

Technical report writing

- concise and clear documentation, also for field technician handover.

Soft Skills

Technical problem-solving

- ability to propose effective remote solutions.

Analytical mindset

- to identify root causes of issues.

Time and priority management

- distinguishing between urgent and non-urgent cases.

Autonomous work ethic

- especially in complex or critical situations.

Willingness to learn

- staying updated with evolving technologies and machinery.

Language & Digital Skills

Technical English proficiency

- to understand manuals and communicate with international partners.

ERP/CRM system experience

- for logging tickets and tracking support cases. (Salesforce)

Languages

written and spoken -

English & French
Join us in providing top-notch technical support that empowers our customers!

Job Type: Full-time

Pay: From $35.00 per hour

Expected hours: 40 per week

Additional pay:

Overtime pay
Benefits:

Casual dress Company events Company pension Dental care Disability insurance Extended health care Flexible schedule Life insurance Mileage reimbursement On-site parking Paid time off RRSP match Vision care
Schedule:

Monday to Friday
Work Location: Hybrid remote in Mirabel, QC