A great communicator…

By Sylvie Lemieux

The customer service technician ensures that the clients are satisfied, by inquiring about their needs, taking note of their specifications for products to manufacture, and ascertaining delivery schedules. With this information, this individual is able to assess a project's feasibility, and prepare a proposal for the client. To do so, he or she researches information by consulting scientific and technical documents, analyzes what is available on the market and identifies the suppliers who offer the materials, components and devices required to manufacture the product sought by the client.

The customer service technician identifies, among the members of the production team, the necessary competencies, and delegates the tasks. The technician then conducts research in order to select a design that corresponds to the client's expectations. He or she produces a detailed block diagram indicating what materials, components and devices to use.

To ensure that everything works properly, the customer service technician performs preliminary tests or simulations. He or she prepares calls for tenders for the purchase of different components, compiles the bids received, and analyzes them. Once this step is completed, he or she prepares a project cost estimate.

At this point, the customer service technician is able to prepare a detailed proposal for the client with a flow chart as well as a work plan, including the distribution of roles, responsibilities and tasks. When the proposal is accepted, the technician participates in the work organization and project execution. He or she produces the final design after devising the plan for the mechanical and electronic parts, the production steps and flow diagrams.

The customer service technician then oversees the project, informs the client of the work completed, compiles updates and presents the final design. Throughout the project, the technician drafts different documents such as reports, procedures and protocols. Lastly, he or she supervises or carries out the installation of devices or equipment at the client's location.

A good communicator

In constant contact with the company's clientele and the production team, the technician must demonstrate heightened communication skills in addition to work organization skills and a keen analytical mind. He or she is able to assess a situation or problem and identify appropriate solutions. In addition to adapting readily to change, this individual learns easily and is self-reliant. He or she is orderly, methodical, and accurate on the job. Sound knowledge of French and English is also necessary.

Several training options

Many different types of training can lead to this position, including a college diploma (DEC) in physical technology, electrical engineering, optics, mechanics or laboratory automation. A bachelor's degree in electrical engineering with a specialization in telecommunications may also be considered an asset. Moreover, at the entry level, work experience of 6 to 12 months in procedures and techniques in optics, mechanics or electronics is required. There are numerous interesting possibilities for advancement.