Technical Support Representative

Job Description

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team is integral in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit yearly from the advancements we make in patient monitoring and management, care coordination and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance the patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

While we may not be at a patient’s bedside, their health is still in our hands.

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.

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 in a position 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 contract and renewals, along with promotion of supplies and accessories and working with account managers where needed to close orders.
• Project a professional image at all times 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.
• Willing to travel to local and remote areas to service customers and attend trade shows.
• Exhibit financial and resource management responsibilities at all times.
• Always exhibit the highest integrity.
• 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.
• Ensure that company vehicle is clean and regularly maintained at all times consistent with fleet requirements.
• Maintain demo inventory in saleable condition, including proper storage, movement and record keeping. Inventory should be sold after six months or as directed by service manager.
• 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

• Diploma in Biomedical Engineering is required.
• Relevant field service experience in medical device/hospital setting, preferred.
• Fluent in French and English, both written and verbal.
• Network and related IT infrastructure and Server related experience is an asset.
• Up to 50% regional travel is required: Spacelabs Healthcare (Canada) will provide a company car, expenses, training, and tools. Criminal Background check and driver history check will be required prior to starting.
• Travel to the U.S. for training will be required – likely 6-8 weeks in total for the first 12 months.
• Strong personal PC, technical troubleshooting and good business acumen.
• MS office Suite, CRM, Call Management Systems (Resco).
• Carry a cell phone to provide Customers with 24/7 coverage.
• This job description is to be used as a guide for accomplishing company and department objectives and only covers the primary functions and responsibilities of the position. It is not to be misconstrued as an all-encompassing list of duties.

Pay may range between CAD 75, to CAD 85, annually

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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.