Team Lead - Support Platform in China

OPAL-RT Technologies is looking for a Team Lead - Support Platform in Montreal (for China)

About OPAL-RT TECHNOLOGIES:

A global leader across a wide range of applications, our tools are used in many industries, including automotive, aerospace, energy, transportation, industrial manufacturing, and more. Founded in Quebec and strengthened by a global presence, OPAL-RT is moving forward with strong momentum!

We are driven by a shared ambition: to push the boundaries of what is possible through innovation. We are looking for autonomous, curious, and motivated people who take ownership of their responsibilities, understand the impact of their decisions, and build strong relationships with clients. Here, complexity is part of the challenge, and creativity, communication, technical knowledge, and problem-solving skills are what allow us to make a difference. By joining OPAL-RT, you will take part in this collective team adventure, where you will have an impact that reaches beyond borders while helping shape the future of simulation.

Imagine working for a company whose customers include CEPRI, Hydro-Québec, Caterpillar, ABB, EMBRAER, Ford, GE, GM, John Deere, RIVIAN, PNNL, and Pratt & Whitney! OPAL-RT has set itself the ambitious challenge of democratizing real-time simulation to make it accessible to every engineer and researcher.

Achievements and stimulating challenges:

Under the supervision of the Technical Support Division Head in the Beijing OPAL-RT Technologies, this position is however based in the headquarter of OPAL-RT Technologies in Montreal, Canada.

The key function of this role is to facilitate the communication between the technical support division in China and the teams in the headquarter. The selected candidate is also responsible for following up the escalated cases, planning the commissioning and delivery, as well as conducting tests on the platform unavailable in China.

Come and join a young and dynamic team. This opportunity offers flexibility, the opportunity to develop management, communication, and advanced technical skills.

Please note that a valid permit to work full-time in Quebec, and a valid passport being eligible for international travel are required for this role.

Main responsibilities:

Management:

• Collaborate with other teams and maintain good relations between departments:
  • Regularly follow up with the production division in the Headquarter and relevant teams in China, align the delivery schedule with the requirement from the end user;
  • Follow up critical escalated issues and ensure the client’s satisfaction with the solutions;
  • Analyze the product release, and associate the bug fixes and new features with the support cases in the China queue;
• Plan, organize, direct and control the activities of technical support in the great APAC including Oceania;
• Ensure the achievement of the team's objectives;
• Develop and maintain tools for the management to monitor the performance and quality of on-site services and internal projects via the Jira board;
• Participate in the maintenance and improvement of the support team's processes;
• Propagate the values and policies of the corporation in the daily work;
• Participate in the selection of team members and attend interviews;
• Evaluate the performance and set goals for team members;
• Identify the key skills of the team and organize training as needed.

Employee training and internal support :

• Develop the training plan for new Support employees;
• Follow up on the training plan with Support employees;
• Plan internal trainings;
• Provide technical support internally for the platform unavailable in China

Support Specialist - (approximately 40% of the time):

• Troubleshoot and solve customer issues with OPAL-RT platform, particularly at the off-work hours of the team in China;
• Maintain friendly and constructive relations with customers;
• Follow global support processes;
• Contribute to the improvement of Support processes and tools;
• Manage customers RMAs;
• Create useful KB articles;
• Report software, hardware and documentation issues to R&D.

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 OPAL-RT software (RT-LAB, Hypersim, and RT-XSG) and hardware platform; advanced knowledge of Microsoft Dynamics365 and tools from Atlassian (Jira and confluence);
• Language abilities: Fluency in Mandarin. Professional English skills (oral and written) for communication with English-speaking customers. French is an asset.
• Required skills: Organizational skills, autonomy, strong communication skills, flexibility and adaptation, cognitive skills, rigor and determination, oriented towards customer satisfaction, concern for the quality of work, tolerance to ambiguity and stress, team player, seek challenges and oriented towards achieving results and surpassing oneself.

A career with OPAL-RT will suit you if:

• You dream of a professional environment that is also 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 to the technological progress in a multitude of industries around the wolrd.
• You know your worth and seek a globally competitive salary.
• You want to grow your career within a company that encourages internal mobility and opens the door to new challenges.

*Creating meaningful work means embracing different perspectives. We are an equal opportunity employer and do not discriminate. Embracing difference is what makes OPAL-RT what it is — we wouldn’t have it any other way.