Job description
Certified B Corp, OPTEL is one of the world’s leading providers of traceability systems. Our mission: to use innovative technologies to build a better world through responsible capitalism.OPTEL’s renowned solutions ensure the quality of health products and help combat the counterfeiting of medications and medical devices worldwide. The company also adapts its technologies across various industries—from healthcare to smart manufacturing and beyond—so that all can benefit from global traceability. OPTEL’s expertise empowers industries to measure, inspect, control, and track a wide range of elements to improve product quality and promote more responsible resource use.
Summary:
Under the supervision of the Technical Implementation Manager (TIM), the Technical Implementation Specialist (TIS) serves as the primary liaison between OPTEL and its customers. The TIS is responsible for guiding clients through every phase of the implementation journey—from initial kick-off to full-scale rollout and beyond. This role requires a deep understanding of customer requirements and the ability to effectively communicate those needs to Product Management to inform the platform roadmap.
The TIS also monitors and reports on key performance metrics such as on-time delivery, scope deviations, implementation margin, bug counts, time to resolution, and repeat work time standards.
Key Responsibilities:
- Refine and validate technical project requirements
- Configure the platform to align with contract terms and specific client needs
- Develop custom dashboards or system connectors as needed
- Act as a Subject Matter Expert (SME) and provide Level 3 technical support to customers
- Produce comprehensive technical documentation for delivered solutions
- Conduct customer training sessions to ensure smooth adoption
- Analyze system and project performance to drive continuous improvement
Required Skills and Qualifications:
- Bachelor’s degree in Administration, Engineering, or a related field
- Experience with SaaS business models preferred
- Proven experience in project management or technical implementation
- Highly autonomous with strong organizational skills
- Results-oriented and cost-conscious
- Excellent verbal and written communication skills in both French and English.
- Strong focus on customer satisfaction and user experience
What We Offer:
- Competitive salary
- Compensation plan
- Flexible hours
- Virtual health clinic and employee assistance program
- Group and dental insurance starting on day one
- Group RRSP with employer contribution from day one
- On-site perks (free parking and electric car charging, free coffee and fruit)
- Multiple employee committees you can join (B-Corp Committee, Social Club, Health & Safety, etc.)
- Global organization with a presence on several continents
OPTEL is an equal opportunity employer. We believe diversity is essential to fostering innovation and creativity. We welcome and encourage applications from individuals of all backgrounds, cultures, gender identities, sexual orientations, abilities, ages, and beliefs. We are committed to providing a fair and inclusive recruitment process where every candidate is evaluated solely on their qualifications, skills, and potential. At OPTEL, each employee’s unique perspective contributes to our collective success, and we celebrate the richness that diversity brings to our team.
