Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

• Reports to: Senior Director, Channel Marketing
• Department: Technical Support
• Location: Markham Office
• As a Product Specialist for Document Systems, you will use critical thinking and problem-solving skills to manage complex end-user support calls to assist Field Service/Dealer Service technicians and end-user customers.
• Responsible for answering inquiries via telephone, email, Teams to provide high-level technical support to resolve issues that may pertain to customer application issues, equipment malfunctions and training requirements.
• Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards.
• Demonstrates the ability to work with limited supervision and adhere to office policies and procedures.

QUALIFICATIONS

• Required: Two-year diploma or degree in a technical-related area (e.g., electronics, electromechanical, or engineering technology)
• 5+ years of hands-on experience troubleshooting and repairing both hardware and software in field or service environments
• Proven experience with electro-mechanical systems including motors, sensors, PCBs, and wiring diagrams
• Preferred: A+ Certification and/or Network+ Training
• Ability to read and interpret schematics, wiring diagrams, and PCB layouts
• Excellent communication and organizational skills
• Comfortable working independently with minimal direction in the field
• Valid driver’s license and willingness to travel within assigned regions
• Strong analytical thinking and problem-solving mindset
• Experience with Microsoft Operating Systems and Office applications
• Asset: Bilingual (English/French)
• Continuous learning mindset: Ability to easily adapt to and learn new technologies.
• Perform duties and responsibilities independently with limited direction from leadership
• Create workarounds to solve unseen customer problems and document/share solutions across the organization.
  Compensation: The salary range for this role, taking into consideration qualifications and experience, is $55,000 to $85,000 CAD annually.
  Quadient CXM Canada, Inc. and Quadient Canada, Ltd. have standard ranges for all Canadian - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.
  Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.
  Ready to lead the way? Apply now.

• Provide mid- to advanced-level technical support to customers, Field/Dealer Service, Sales, and Marketing via phone, email, or other direct communication.
• Maintain a high level of customer care while demonstrating a cooperative and friendly attitude.
• Troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios for high-end folders/inserters. Proactively seek out information, leverage problem-solving skills to identify the problem, and offer inventive workarounds in dynamic and challenging situations.
• Communicate regularly with the assigned sales professional/manager/channel marketer/service technician and any other team member involved in addressing the customer or dealer issue.
• Travel to the customer site or Dealer Partner to provide On-Site Assistance (OSA) and ensure equipment is pre-flighted, installed to factory specs and operators trained to perform the necessary functions to run the equipment independently; provide troubleshooting tips to ensure confidence in Quadient platforms.
• Provide phone support to the end-users on Document Systems hardware, software, general use, questions, and network-related problems, and, if necessary, screen-share support.
• Understanding of power management, voltage regulation and the ability to diagnose and troubleshoot complex digital electronic circuit issues.
• Read, interpret and diagnose problems with PCB boards also understand schematics and wiring diagrams for equipment.
• Responsible for handling technical escalations to NORAM Tier III Technical Support or Loughton manufacturing facility for more advanced inquiries beyond the skills or knowledge of Tier II Technical Support Associates.
• Provide training and guidance to Tier II Technical Support Associates support and customers on technical issues.
• Develop Knowledge Base articles and support documentation, if necessary.
• Provide exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting our “EPIC Values.”
• Utilize and remain proficient in other department applications (e.g., Knowledge Base website, Teams, myquadient, Workday, ServiceMax, etc.).