Customer Support and Quality Coordinator

  • Category
    Engineering - Manufacturing
  • Job type
  • Location
    Brockville, Ontario

Adecco St. Lawrence is assisting our Client in Brockville in their search for a Customer Support and Quality Coordinator. Our Client is a leader in Gravimetric and paste dispensing technologies, with 25 years of Industry Experience. This growing, innovative company offers a competitive salary, great benefits, a positive work culture and an opportunity to reside a community that boasts the amenities of an urban centre while maintaining that small town lifestyle. The successful candidate will be responsible for providing support to the Technology organization at the Brockville location..

Role Description:

  • Provide primary support to Client’s external customer base.
  • Prioritize and schedule customer IT tasks such as updates, bug fixes and problem resolutions
  • Configure/build I.T. related computer systems as required
  • Provide testing and quality assurance for the software development team
  • Liase with Engineering on electro-mechanical related issues
  • Establish and implement Support Desk policies and procedures that achieve the company’s and department’s directives.
  • Act as chief advocate for all internal customers.
  • Design and implement an escalation process to ensure timely resolution for high impact IT issues.
  • Manage all aspects of the technical support function to maximize user productivity. 
  • Research and suggest new I.T. technologies to Client’s senior management
  • Function as a strong contributor to the IT team, participating in special projects and task forces as required.
  • Support, communicate, reinforce and defend the mission, values, philosophy and culture of the organization.
Job Functions:

Develop and maintain an excellent working proficiency in the following key areas:

  • Client’s IntelliBlend and EMMS software
  • General knowledge of Microsoft computer operating systems
  • General knowledge of other software used at/by Client, ie. MS Office, pcAnywhere, etc.
  • General knowledge of computer and network hardware
  • Provide telephone/electronic support and coordinate with other technical support staff that assist users in person and over the phone with various software and hardware problems, including:
  • All IT support functions.
  • Problem solving and troubleshooting.
  • Follow all policies and procedures outlined in the Help Desk SOP manual
  • Provide software testing and quality assurance/control support:
  • Perform software testing on developed programs
  • Communicate procedures & results to the software development team
  • Schedule and maintain software release packages
  • Work on special projects as needed.
  • Set an example to other staff by being polite and helpful when working with customers and co-workers.
  • Develop, maintain, and analyze the support desk metrics program for activity benchmarks, service level compliance and strategic success.
  • Present information at a regularly scheduled service review. 
  • Provide suggestions to senior management regarding the support desk budget and strategic planning.
  • Work with other departments to facility seamless customer care and service.
  • Develop new and/or maintain existing comprehensive customer and incident tracking system
  • Provide administrative support in the following key areas:
  • I.T. equipment selection, ordering, planning and third party vendor management
  • Q/A testing and release maintenance
  • Documentation creation and maintenance

If you are interested in working as a Customer Support and Quality Coordinator, please click the APPLY NOW button below. 


  • Apply with Adecco

Reference number CA_EN_1_026617_12203164

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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