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.
ESSENTIAL DUTIES / RESPONSIBILITIES
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.).
QUALIFICATIONS
Preferred: two-year diploma or degree in a technical-related area
5+ years of professional experience troubleshooting and repairing hardware and software solutions.
Preferred: Technical writing skills
Exceptional electro/mechanical skills
A+ Certified and/or Network+ Trained
Experience in time management and prioritization while leading projects
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.
Bilingual in English/French desired, but not necessary
Thorough knowledge of Microsoft Operating Systems, including proficiency in Windows-based applications, including Microsoft Office (Word, Excel, Outlook, Teams, etc.).
Compensation: The salary range for this role, taking into consideration qualifications and experience, is $ $55,000 to $66,000 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.
Rewards & Benefits
Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
Smart Work at Quadient
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.
Be yourself at Quadient
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.
We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]
Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.
People. Connected.
