Customer Operations Specialist

3 weeks ago

Toronto, Canada Synaptive Medical Inc. Full time

About Us
Synaptive Medical is a Canadian medical device company, based in downtown Toronto, focused on supporting healthcare professionals and systems in patient diagnosis and treatment. Synaptive’s suite of products include MRI, surgical planning, navigation, and robotic visualization - all of which can be seamlessly combined or used independently in the operating room. The company has a number of opportunities for innovative people to join the team and share in the development of technologies to solve surgical and imaging challenges in patient care.

The Opportunity
We have a unique opportunity for a Customer Operations Specialist in our Service Support team. This role is the first touchpoint of the Synaptive customer experience. This person will support our service strategy while also being a key resource for the Field Support team globally. This is a customer-centric role that will promote customer loyalty and satisfaction.

What You’ll Do
- Provide excellent customer service to delight our customers
- Manage software systems for service records, parts, complaint handling and engineering tickets
- Create return material authorizations, material orders and service records to support field operations
- Provide feedback for customer and field service process and product improvement
- Support escalations and audit activities as required
- Lead and support the development of KPIs to measure customer service delivery
- Coordinate and manage the setup of new end-customer requirements in our systems and processes, business planning, customer service requirements setting, metrics and reporting needs, and working with all internal teams to ensure a positive and seamless on-boarding of new end-customers
- Work with internal and external stakeholders to address and resolve specific end-customer requirements/ issues
- Manage and support our end-customers, support any calls/inquiries required to ensure a positive customer experience
- Perform miscellaneous duties as assigned by the Customer Service Leader
- Always keep work area safe, organized, and clean
- Responsible for ensuring activities achieve the highest standard of Quality & Compliance across all operational processes.

What You’ll Need
- Minimum 2-5 years of customer service experience, in a service delivery company and or in a call center environment
- College diploma or equivalent certification in a related field
- Proven self-starter with the ability to prioritize deliverables on the fly, achieving positive outcomes
- Ability to think clearly under pressure and provide direction resulting in positive exchanges and outcomes
- Aptitude for learning new skills, software, tools, and processes
- Proficient computer and telecommunication skills including a very good knowledge of: Outlook, Word, Excel, Windows, Power Point
- Effective organizational skills and ability to adapt to a changing environment
- Efficient problem resolution skills to solve complex issues in minimized timelines
- Demonstrated ability to influence other in a constructive way, to bring forward new ideas and improvement opportunities.
- Results oriented, to achieve key objectives and performance indicators

It’d Be Amazing If You Had
- Experience in a medical technology market is an asset
- Experience in a regulated industry
- Experience in a field service organization
- Fully bilingual, French & English

About You
- Responsive and compassionate with a customer focus
- Exceptional organizational skills and the ability to multitask
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively
- Willingness to learn, listen, share, and support
- Professional, friendly, and positive attitude

COVID-19 Considerations

Diversity & Inclusivity
Synaptive is based out of one of the most diverse countries in the world. This includes differences related to race, ethnicity, national origin, gender, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status. To us, diversity is one our strongest assets to our organization. We commit ourselves to promoting the recognition and appreciation of our diverse and rich culture. We believe that it is critical to our success to promote freedom of thought and opinion in a respectful environment. The decisions we make are rooted by respectfully considering each other’s thoughts and opinions and by working towards a greater common goal, saving lives.

Accommodation

How to Apply

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