Chef D'équipe - Support Services Personnalisés / Team Lead - Support Personalized Services

Team Lead - Support Personalized Services

OPAL-RT Technologies is looking for a Team Lead - Support Personalized Services. Imagine working for a company with customers including NASA, Bombardier, ABB, EMBRAER, MIT, GE, Ford, GM, NREL and Hydro-Québec! OPAL-RT's ambitious challenge is to fully democratize simulation, making it affordable and accessible to every engineer and researcher. Joining the OPAL-RT family means you will be helping to develop the technology of the future. OPAL-RT is a recognized leader in diverse and powerful applications. The company's tools are used in a wide variety of fields, including, automotive, aerospace, energy, transportation and industrial manufacturing. Established in Quebec and bolstered by a global presence, OPAL-RT is always looking to the future.

As part of the "Support as an Incubator" initiative — which aims to make technical support a true platform for professional growth and long-term career development — OPAL-RT Technologies is proud to strengthen its global, dynamic team dedicated to customer experience. We are looking for a Customer Experience Team Lead – Customized Services / Support, a passionate leader who can combine technical expertise, customer focus, and strong leadership.

This key position offers the opportunity to lead a talented team of dedicated specialists, ensure excellence within the Premium Technical Support group, and collaborate closely with our strategic clients around the world. The team lead will play a driving role in continuous process improvement, training, and innovation within the department, while embodying OPAL-RT's core values of excellence and collaboration.

If you're looking to be part of an inspiring environment where technical expertise meets a passion for customer service, and to actively contribute to the evolution of Support at the heart of our collective success — this opportunity is made for you!

Main duties:

• Plan, organize, lead and control the activities of the Premium Support group;
• Ensure the achievement of the team's objectives;
• Monitor the performance and quality of Premium group technical support;
• Participate in the maintenance and improvement of the support team's processes;
• Solve the problems of your team and participate in the resolution of problems related to other departments;
• Collaborate with other teams and maintain good relations between departments;
• Propagate the values and policies of the company in your day to day;
• Participate in the selection of team members and attend interviews as needed;
• Evaluate the performance and set goals for team members;
• Identify the key skills of the team and provide continuous training as needed.

Customer training:

• Collaborate with your colleague, Head of Essential Services, to:
• Plan and ensure the delivery of all customer services;
• Provide the necessary resources and coordinate efforts;
• Control the quality of trainings;
• Participate in training material improvement (LMS and official courses).

Premium Technical Support (estimated ~ 75% of the time):

• Troubleshoot and solve customer issues with OPAL-RT products;
• Maintain friendly and constructive relations with customers;
• Follow Support processes;
• Contribute to the improvement of Support processes and tools;
• Manage customers RMAs;
• Provide on-site training to customers;
• Create useful KA articles for the knowledge base;
• Report software, hardware and documentation issues to the proper department.

Requirements:

• Education: Bachelor's degree in electrical, software or mechanical engineering;
• Experience: 5 years minimum of relevant experience (technical and / or staff management and / or customer service);
• Required knowledge: MATLAB / Simulink
• Basic knowledge of the following tools (asset): knowledge of the hardware aspect of OPAL-RT products, advanced knowledge of OPAL software (RT-LAB, RT-XSG, ARTEMiS, RT-EVENTS, eHS), advanced knowledge of Microsoft Dynamics365
• Language abilities: French is mandatory; proficiency in English is required for communication with our international clients.
• Required skills: Rigor and determination, sense of organization, autonomy, strong communication skills, flexibility and adaptation, cognitive skills, oriented towards customer satisfaction, concern for the quality of work, tolerance for ambiguity and stress, ability to work in a team, seek challenges and oriented towards achieving results and surpassing oneself.

A career with OPAL-RT will suit you if:

• You are seeking stimulating challenges that will constantly push you to do your best

• You dream of a family environment that is also professional, cooperative and friendly.

• You need a flexible schedule and the ability to telecommute in order to balance work and home life.

• You want to continue to expand your knowledge and know-how by working side-by-side with researchers, innovators and scientists who share one thing: Passion.

• You have chosen to be an important contributor the technological progress in a multitude of industries.

• You want to be recognized for your ideas, creativity and talents.

• You know your worth and seek a globally competitive salary.

• You don't just want a job, you want a career!