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Service Center Support Specialist

Main locations: 

Quebec, Quebec, CA

Job Type:  Full-time
Workplace type:  Hybrid
Offer number:  4961

EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.

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 service center 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 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. This is a challenging

role that will require close collaboration with multiple EXFO departments, as well as working with diverse cultural service

partners around the world.

 

TECHNICAL REQUIREMENTS 

 

  •  Knowledge and experience with modern electronic and fiberoptic repair and calibration
  •  Experience working within an EXFO manufacturing or Service facility and the associated test benches and infrastructure is considered an asset
  •  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

 

COMPETENCIES REQUIREMENTS: 

 

  •  Customer oriented attitude and solution approach
  •  Sense of responsibility, ownership, and high level of autonomy
  •  Good communication skills in English and French
  •  Good team player, with ability to collaborate in a multidiscipline environment
  •  2 to 5 years experience in a service or manufacturing environement 

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.

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.

Do you have questions about this career opportunity or our hiring process? Contact us at careers@exfo.com or, if you are applying for a job located in Mexico, at mexico-careers@exfo.com.

Thank you for your interest in EXFO!

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