Technical Customer Support Specialist

3 weeks ago


Victoria, Canada ViVitro Labs Full time

**ViVitro Labs** is seeking a motivated, and solutions oriented **Technical Customer Support Specialist** [approx. 14-months for a Maternity Leave Coverage] **with demonstrated technical experience to join our team for a one-year term position in _Victoria, BC_. We are an internationally recognized and growing company that provides specialized test equipment solutions to support medical device innovations in the cardiovascular space.

**As a Technical Customer Support Specialist your day may include**:

- Respond to customer operational or technical enquiries on products to ensure products are meeting customer expectations.
- Build solid customer relationships through the identification and expeditious resolution of customer concerns or enquiries, and document interactions and Return Merchandise Authorizations (RMAs); and monitor/analyze data and report on root causes or systemic issues.
- Manage the repair, costs, and shipment of RMAs, coordinate with manufacturer for repairs, and administer extended warranty contracts.
- Determine opportunities to sell parts, extended maintenance, and verification services under a commission-based structure.
- Refine and offer tailored training support to customers, either onsite at their global location, at the local factory or remotely, coupled with the development of online, self-directed, or video tutorials.
- Provide qualification and verification of ViVitro equipment for use in the customer’s lab.
- Document and maintain technical knowledge as internal work instructions and document service procedures, policies, and standards adhering to Quality Management System (QMS) requirements.

**Our ideal Technical Customer Support Specialist brings**:

- 2+ years of recent experience in a customer service and/or product training role, ideally in a biomedical or clinical industry.
- A diploma or degree in engineering or technology, or the equivalent combination of education and experience.
- Demonstrated experience with equipment maintenance of electromagnetic systems with hands-on experience soldering and reworking Surface Mount Technology (SMT).
- Comprehensive knowledge of and experience in system integration and/or system design.
- Strong ability to create and maintain detailed document templates while working in a Quality Management System (QMS) environment.
- Capabilities and experience in Instrumentation maintenance is considered a strong asset.

**Additional abilities that will help you thrive**:

- Results and objectives oriented, with the ability to function in a self-directed manner with a high degree of independence and autonomy, taking ownership and responsibility.
- Capability and willingness to maintain and continually expand your technical knowledge and skills.
- Effective verbal and written communication skills.
- Ability to work in a fast-growing, innovative company where commitment to teamwork is paramount to success in this position.

**_This position is a 14-month full-time, temporary opportunity providing coverage for maternity leave._**

**How To Apply**:



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