Technical Support II

Job Description

Overview

Spacelabs Healthcare Canada Inc. is a leading supplier of Patient Monitoring and Cardiology products to the Canadian Hospital and Physician Office communities.

Spacelabs Healthcare Canada is a subsidiary of our Seattle, WA based parent organization.

This position is responsible for Quality Service and customer satisfaction, for scheduling and completing preventive & corrective maintenance obligations, system implementation and installation on a project plan approach and increasing the service and supplies and accessories business within the territory.

Excellent technical and communication skills are needed to positively interact with customers and company personnel. Successful candidates will be self-starters, who can independently manage their time and schedules;

will possess basic business acumen and effectively communicate at all levels of the organization.

The territory is British Columbia and Alberta

Responsibilities

Technical Support Representative will develop comprehensive technical knowledge pertaining to all products related to Critical Care, Perinatal and Cardiology.

Through this knowledge all TSRs will be able to repair and advise our customers on the technical operation of their equipment.

• In addition to the above responsibility, TSR positions may additionally, based on geography, market or management discretion, be given a focus on all products.
• Product-installation, in-service assistance, demos, technical training, upgrades, troubleshooting, inventory management, service, and prompt call completion.
• Actively promote new service contracts and renewals, along with promotion of supplies and accessories and working with account managers where needed to close orders.
• Project a professional image always to the customer.
• Provide continuous feedback from customers to Upper Management, Sales and Technical Support.
• Effectively utilize company provided communication tools (i.e. voice mail, e-mail).
• Update technical and applications knowledge on an ongoing basis and excel in any required training class.
• Submit timely and accurate paperwork including work orders, expenses, QMS reports, and memos.
• Identify customer product deficiencies and take appropriate action to correct including notifying management.
• Learn of and report on competitive activities, including pricing, promotions, policies, personnel, and new products.
• Maintain assigned company property and keep manuals and bulletins updated.
• Adhere to all company policies, procedures and comply with all safety and regulatory requirements as well as understand Spacelabs’ vision and mission, priorities, and Company values.
• Willing to travel to local and remote areas to service customers and attend trade shows.
• Exhibit financial and resource management responsibilities at all times.
• Exhibit the highest integrity at all times.
• Successful prioritization of changing requests.
• Carry a cell phone to provide Customers with 24 / 7 coverage.
• Is responsible for achieving territory revenue and margin targets as assigned by Management.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• Technology diploma or equivalent in Electronics or Biomedical Engineering.
• 3+ years' experience as a biomed in a hospital setting.
• Network and related IT infrastructure and Server related experience is an asset.
• 50% Travel is required; Spacelabs Healthcare (Canada) will provide a company car, expenses, training, and tools.
• Ability to work on-call rotation for one week every 6 weeks.
• Strong personal PC, technical troubleshooting and business skills are required.
• Background driver history checks will be performed.

NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries (collectively OSI ) does not accept unsolicited resumes from recruiters or employment agencies.

If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and / or hire such candidates, without any financial obligation to the person, recruiter or agency.

Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.