Sr. Field Technology & Support Analyst

Position Summary:

The Sr. Field Technology & Support Analyst plays a critical role in supporting and advancing business technology systems across Sales Centers, Distribution Centers, Plants, and other field locations. This bilingual (French and English) professional is responsible for day-to-day operational support and providing on-site assistance when needed. The analyst collaborates with various support groups to address reported issues. Project support for innovation and continuous improvement is a key aspect of the role, as is managing relationships with vendors and service providers to ensure timely delivery and ongoing enhancement of services.

The position also identifies training needs, delivers on-site training when required, and serves as a resource for rollouts and implementations of new applications and systems. Additionally, the analyst provides second level on-call and after-hours support, consistently upholding the company’s core beliefs and business plans while performing other duties as assigned. This is a highly mobile position with 100% travel required, and the incumbent must reside in Canada.

Ideal candidates should demonstrate ambition, initiative, adaptability, and a willingness to travel and engage with new people and technology.

Key Job Responsibilities:

• Bilingual: Speaks French and English. Demonstrated history of delivering support and training in both French and English.
• Support day-to-day business operations in the field as directed by their manager.
• Project support as needed for innovation and improvements.
• Relationship with vendors and service providers to ensure on-time delivery of services and continuous improvement.
• Responsible for second level handheld and application troubleshooting including on-site support when warranted.
• Work with the Application Support groups to implement workarounds for reported issues affecting the business.
• Help identify training needs in the business on all supported applications and systems.
• As necessary, provide on-site training when it has been evaluated to be warranted and cost justified.
• Recommends procedures and controls for problem prevention in the business operations.
• Resource for all project rollouts and implementations in the field for new applications and new systems.
• Provide second level on call after hour support.
• Perform other duties as assigned.

Key Behavioral Competencies:

• 100% travel required
• Location of job is flexible but must reside in Canada.
• Effective Communication: Exhibit strong oral and written communication skills to clearly convey information and instructions to customers, coworkers, consultants, and vendors.
• Interpersonal Skills: Demonstrate the ability to build and maintain positive working relationships and collaborate effectively with a diverse range of stakeholders.
• Organizational Skills: Maintain excellent organizational abilities to manage multiple tasks and priorities, ensuring deadlines are met even in high-pressure situations.
• Business and Application Knowledge: Show a solid understanding of business operations and the specific applications used, such as sales and distribution systems.
• Tact and Diplomacy: Display professionalism and empathy when assisting others, ensuring issues are resolved respectfully and efficiently.
• Adaptability and Stress Management: Remain composed and flexible when handling concurrent and conflicting demands, adjusting to rapidly changing circumstances.
• Technical Support Experience: Apply background experience in supporting business applications, troubleshooting, and implementing solutions both remotely and on-site.
• Training and Problem Prevention: Identify training needs and recommend procedures to prevent recurring issues, contributing to continuous improvement in business operations.
• Commitment to Core Values: Uphold the company’s core beliefs, behaviors, and business plans in daily activities and interactions.

Education and Work History:

• 3 – 5 years of relevant experience: Prior work in a technology support or analyst role, preferably in environments such as Sales Centers, Distribution Centers, and/or Plants.
• Field Operations Exposure: Experience providing on-site technical support across multiple business units and locations.
• Project Implementation: Background in rolling out and implementing new business technology systems, upgrades, or applications for both new and existing facilities.
• Vendor and Service Management: Experience managing relationships with vendors and service providers to ensure timely delivery and enhancement of technology services.
• Training & Development: Proven ability to identify training needs and deliver on-site training sessions related to technology systems.
• Mobile/Travel Work: History of working in highly mobile positions requiring extensive travel.
• Second-Level Support: Experience providing second-level on-call and after-hours support for technology systems
• experience in customer support using business applications and interfacing with information technology support.
• Bachelor’s degree in technology or related, preferred but not required.