Service Center Support Specialist

EXFO; Quebec; Hybrid; CAD 55,000 - 70,000; Full time

Job summary

A leading company in the communications industry is seeking a Service Center Support Specialist to assist with product repair and maintenance. This hybrid role involves customer support, training, and collaboration with multiple departments. Ideal candidates will have a strong customer-oriented attitude and experience in electronic repair.

Qualifications

• 2 to 5 years of experience in a service or manufacturing environment.

Responsibilities

• Answering tickets directly and independently.
• Providing training on calibration equipment and procedures.
• Suggesting improvements for product reliability and serviceability.

Skills

Customer-oriented attitude

Solution-focused approach

Good communication skills

Team player

Tools

Windows-based test equipment

Calibration equipment

Job description

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 manufacturing, development, and research sectors. We deliver superior visibility and insights into network performance, service reliability, and user experience. Building on over 35 years of innovation, EXFO’s equipment, software, and services enable faster, more confident transformations related to 5G, cloud-native, and fiber optic networks.

Since 1985, diversity has been a core value at EXFO, fostering an inclusive culture. We welcome individuals with diverse skills and experiences, valuing innovation, teamwork, and a customer-focused approach. We aim to contribute actively to respect for individuals, the environment, and the community. Our purpose is to ensure the connected world meets high expectations, bringing together people, communities, and businesses.

Under the supervision of the Manager - Post-Sales Services, you will support and assist with the repair and maintenance of EXFO products. Your primary customers are technicians at a global network of certified partners trained in EXFO procedures and tools for calibration and repair of test and measurement instruments. You will also support other EXFO Service centers and manage requests from internal colleagues. Activities include repair, maintenance, and performance validation of our products.

As a Service Center Support Specialist, your responsibilities include:

1. Answering tickets directly and independently
2. Dispatching and coordinating with subject matter experts
3. Providing training on calibration equipment and procedures
4. Creating bulletins and procedural documents
5. Guiding internal colleagues
6. Suggesting improvements for product reliability and serviceability
7. Occasionally participating in on-site maintenance or training

Depending on workload, you may also be involved in:

1. Price list management for services and parts
2. Product and service phase-out activities
3. Other operational activities

The external support will primarily be in English, while internal activities are mainly in French. This role requires close collaboration with multiple departments and diverse cultural partners worldwide.

Technical Requirements:

• Knowledge and experience with modern electronic and fiber-optic repair and calibration
• Experience in an EXFO manufacturing or service facility is an asset
• Strong skills in maintaining, recovering, and rebuilding Windows-based test equipment
• Familiarity with service facility operations and tools

Competency Requirements:

• Customer-oriented attitude and solution-focused approach
• Sense of responsibility, ownership, and autonomy
• Good communication skills in English and French
• Team player with collaborative abilities in a multidisciplinary environment
• 2 to 5 years of experience in a service or manufacturing environment

Equal Opportunity Employer

Diversity enriches EXFO. For more information about our DEI initiatives, please read our DEI Statement. For positions in Quebec, French is required; however, bilingualism is preferred in our international environment.