Technical Support Technician - Medical Device Experience is an Asset- Amico Clinical Solutions

Position Summary:
Technical Support Technicians are responsible to support product services and installation operations. This involves managing technical inquiries, installation support, and product services across Amico product lines. The candidate will bring problem-solving skills, and technical expertise in medical devices to ensure seamless support for our customers. This position requires 10-15% travel to U.S., and the candidate must be available for on-call support outside of standard working hours as needed.
Education and Experience:
·Post-secondary education in Electronics Technology, Technical Service, or equivalent.
·Previous Medical Device industry experience is an asset.
·2-3 years of customer support experience.
·3-4 years of technical support experience.
Required Skills and Competencies:

• Hands-on problem-solving approach with strong troubleshooting skills for technical issues.
• Expertise in developing technical service processes, SOPs, and training programs.
• Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.
• Ability to work in high-pressure environments, balancing customer demands with internal priorities.

Job-specific Duties and Responsibilities:
Product Service Management:

• Ensuring high-quality product service for customer installations and troubleshooting.
• Ensuring timely resolution of inquiries and escalations.
• Manage KPIs for response times, resolution rates, and customer satisfaction.
• Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.

Installation & Project Management:

• Provide hands-on support for complex installation challenges and integration of custom OEM products.
• Work with cross-functional teams (Engineering, R&D, Sales, QA, Manufacturing) to address customer-specific technical challenges.
• Improve installation best practices and documentation to ensure long-term success.
• Implement customer training programs to reduce service calls and improve self-sufficiency.

Service Revenue & Cost Optimization:

• Develop service revenue models, including structured service agreements, warranties, and support plans.
• Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.
• Track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.

On-Call & Travel Requirements:

• Be available for on-call support for urgent technical issues outside standard working hours.
• Travel to U.S. sites for customer visits and hands-on technical support.