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Technical Support Specialist

2 months ago

Mississauga Ontario, Peel region, Canada KARL STORZ Full time

SUMMARY OF POSITION

The Technical Support Specialist will drive customer satisfaction throughout the lifespan of KARL STORZ medical devices, from installation to end-of-support, through the depot and on-site service delivery, which will include technical support, equipment evaluation, preventative maintenance, corrective service, and installation of KARL STORZ medical instrumentation and OR1® integrated Operating Rooms.


They will work in tandem with Account Executives and Regional Sales Managers to promote repair, exchange and preventative maintenance service programs.


RESPONSIBILITIES

  • Effective use of technical knowledge and experience to evaluate, troubleshoot, repair, calibrate, and complete quality performance and testing procedures on KARL STORZ Medical Equipment.
  • Use of SAP ERP system for various Technical service practices and data entry.
  • Perform StayReady visits at customer sites to evaluate, inspect, troubleshoot, repair, calibrate, and complete quality performance and testing procedures on assigned equipment.
  • Preparation and inspection of medical equipment for customer demonstration, loaners, and/or conferences.
  • Installation of equipment at customer sites and/or conferences including support and installation of OR1® integrated Operating Rooms.
  • Perform regular preventative maintenance on KARL STORZ OR1® integrated Operating Rooms, video towers and endoscopic instrument sets, to ensure they are always in good working order and ready for use.
  • Follow procedures for the review and inspection of medical instrumentation, and document related work.
  • Work with the Account Executives and Regional Sales Managers to displace competitive products from the account.
  • Work as a consultant with the Account Executives and Regional Sales Managers to aid in the promotion and sale of containers and trays that accompany our devices.
  • Minimize customer equipment downtime by completing tasks in a timely and effective manner.
  • Provide high quality service to customers for installation, repair and maintenance of hardware and/or software products.
  • Ensure a high level of customer satisfaction in a fast paced and challenging work environment, often under stressful conditions.
  • Complete fields reports, repair order sign off, administrative tasks and expense reports in a timely manner.
  • Support the service, sales, marketing, operations, logistics, and finance teams to meet the service objective of Quality and Service Excellence to exceed customer expectations.
  • Attend regular Technical Training Courses at KARL STORZ training facilities in the U.S and Europe.
  • Other responsibilities and services as assigned by the Manager, Tender and Service Management.


KNOWLEDGE, SKILLS & ABILITIES:

  • Outstanding electronic, electrical, and mechanical skills and knowledge.
  • Networking and computer-related service skills and knowledge.
  • Brilliant troubleshooting skills.
  • Ability to read, understand and follow Quality System documentation.
  • Good organizational skills.
  • Basic software skills required including basic proficiency with Microsoft Office.
  • Excellent verbal and written communication. Ability to read, write, speak and understand the English language; French-speaking and written skills are an asset.
  • Ability to manage and maintain confidential and proprietary information.
  • Maintains ability to lift up to 50 lbs.
  • Must maintain a clean and valid driver’s license.
  • Must maintain a valid Passport.
  • Flexibility to work a variety of schedules including nights, weekends, and holidays.
  • Ability to take assignments on short notice.
  • Occasional travel, both domestic or international, as required, up to approximately 40% of the time.
  • Experience with networking/IP based systems an asset.
  • Bilingualism is an asset.


QUALIFICATIONS

  • Educated to degree level is preferable with experience in at least one of the following: Electrical/Mechanical Engineering, Medical Physics, Service and maintenance of medical equipment
  • The ideal candidate will have minimum 3 to 5 years of experience in a relevant job function within the medical industry.
  • Internal applicants with an equivalent combination of education, experience and performance over time at KARL STORZ will be considered.