Customer Support Technician

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo?

If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you!

If our core values of Trust, Responsibility, Ambition & Humility, Openness, & Inclusivity resonate with you, Bureau Veritas might be a good match!

Job Summary

Responsible for the receipt of samples at the Service Centers (Depot). Work within the extended Customer Service

team to help maintain and grow Bureau Veritas’ market share with new and existing clients by providing exceptional

customer service.

Essential Duties and Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Greet all clients in a friendly, positive manner and assist with customer inquiries

Receive all external client samples and fill out required fields on the Chain of Custody form

Review the Chain of Custody for accuracy and ensure correct regulatory sampling criteria is counted for

Unpack samples and organize them according to analytical requirements

Ensure proper sample containers and preservatives are submitted according to analytical requirements

Ensure client samples are entered into LIMS and approved in a timely manner according to sample holding time, test code, due date, and/or received date

Ensure all required samples are redirected as required

Coordinate with external providers such as courier services when required

Communicate rushes and short holding times submissions to the main lab

Prepare bottle orders requests and coordinate delivery of bottle orders

Ensure accuracy of results and data entry

Recognize routine and non-routine problems and escalate to the Supervisor

Ensure supply inventories are maintained

Proactively ensure overall satisfaction of regional client base including communication to project management and supervisor as appropriate

Work closely with Business Development and Customer Service teams to grow Bureau Veritas’ market share with existing and new clients

Adhere to Bureau Veritas Labs quality systems QA/QC, SOP's and external accreditation requirements

Monitor/Calibrate the temperatures of fridges, thermometers and temperature guns

Adhere to Bureau Veritas Labs safety policies and maintain health and safety equipment

Conduct monthly health and safety inspections and report any irregularities

Attend regular team meetings to share corporate and departmental information, and to communicate and share ideas

Work in a team environment and demonstrate a positive approach

Demonstrate refined problem solving, decision making and conflict resolution skills

Ensure "Good Housekeeping" standards are met or exceeded

Maintain training records and proficiency in all aspects of the role

Obtain certification on Transport of Dangerous Goods regulations to ensure safe transportation and proper classification and labeling of chemicals

Maintain facility equipment and contact maintenance when necessary

Provide support to other related departments or areas as required (i.e. Sample Reception, Sample Entry, Bottle Prep)

Other duties as required

Work Relationships

Internal: Lab Operations, Business Development, Customer Service and Sample Logistics

External: Clients

Required Skills

Ability to communicate effectively and work collaboratively with Lab Operations, Business Development Managers and the Customer Service members.

Excellent oral and written communication skills.

Excellent interpersonal communication and computer skills (Microsoft Word, Excel, Outlook, etc.).

Organized, detail-oriented, and focused.

Ability to demonstrate superior problem solving skills.

Energetic personality with a positive attitude that can work independently in a multi-tasking fast paced environment.

Ability to engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments

Represents the Bureau Veritas values and is at all times professional.

Should be responsible, dedicated, and motivated.

Ability to lift up to 40 pounds.

Required Competencies:

• Adaptability: Handles changing environment and adjusts to new tasks.

• Communication: Conveys information effectively and efficiently.

• Conflict Resolution: Identifies, addresses, and manages conflicts constructively.

• Integrity: Have strong moral principles and adheres to company rules and policies.

• Interpersonal Skills: Proper interactions with others and communicate effectively in direct interactions.

• Organizational Skills: Manages time and resources effectively to achieve the expected outcomes.

• Responsibility: Follows directives and maintains commitments.

• Teamwork: Collaborates effectively within the team.

• Time Management: Manages time productively and meets deadlines effectively.

Required Education & Experience

A post-secondary degree in the Sciences, preferably chemistry or environmental related and/or equivalent experience

Experience in a laboratory environment is considered an asset

Strong computer skills (Microsoft Teams, Outlook, Excel, etc.)

Knowledge on environmental regulatory guidelines

Ability to lift up to 50 pounds

Strong written and verbal communication skills

Energetic and keen with a positive attitude, who thrives in a fast-paced environment where multi-tasking, prioritizing and adapting to change is required

Ability to work independently as well as engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments

Excellent organizational skills and detailed oriented

Physical & Environmental Conditions

• Frequent interaction with external and internal clients in a fast-phased Service Centre

• Changing priorities and balancing workload to meet strict deadlines

• Lifting and carrying up to 50 lbs.

• May involve long periods of standing

• Handling of samples using established safety procedures

Bureau Veritas is a world leader in testing, inspection and certification services.

When we look at Bureau Veritas, we want to see a reflection of the communities in which we work. Inclusion is about actively involving every employee’s ideas, knowledge, perspectives, approaches and styles to maximize business success. Inclusion is about attracting new talent who will bring more diversity to our workforce, with differences in culture, professional backgrounds and beliefs.

Our purpose: shaping a world of trust.

Guaranteeing quality, ensuring Health and Safety, mitigating risks and improving performance as well as environmental protection and social responsibility … This is what Bureau Veritas is about, truly believing that it contributes to bettering society.

Blending performance & integrity, with ambition & humility, responsibility & openness, we are proud that our people leave a mark on what they do.

We respect our people and believe in our talents.

We empower them to leave their mark, working as a team for the benefit of our 400,000 clients across 140 countries.

We believe that leaving a mark is a true challenge and opportunity for every one of us, a sign of trust and impact, a bond with the future, a proof of growth and development.

Being part of the BV family, is more than just working, it’s being convinced that you will Leave your mark…. in shaping a world of trust.

Join our talented community of scientists and experts and apply today at https://www.bvna.com/careers

Bureau Veritas Labs is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise Human Resources of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.

Shaping a World of Trust