User Support Technician

6 months ago

Vancouver, Canada HealthTab Inc. Full time

Job Duties:

- Oversee the configuration, deployment, operation and troubleshooting of advanced point-of-care testing systems and our custom web-based platform.
- Ensure optimal performance of the platform, medical devices and reagents in alignment with industry best practices.
- Analyse large datasets, create reports and dashboards for operational reporting and decision-making.
- Implement and manage quality control processes (internal and external).

Ancillary duties as necessary:

- Maintain and update corporate website.
- Maintain compliance with all medical device distribution regulations in Canada (MDEL), including record keeping and reporting for recalls, complaints, error analysis and audits.
- Manage and optimize supply chain and shipping logistics (domestic and international). Process orders (EDI), record AP/AR transactions, and complete bank reconciliations.

Minimum requirements:

- POCT Technical Proficiency: Deep understanding of point-of-care testing technology, best practices, medical devices, and reagents. Ability to configure, troubleshoot, and support complete point-of-care testing systems.
- Software and Middleware Expertise: Experience with ERP software, laboratory information systems, and point-of-care testing middleware (DMS). In-depth knowledge of and experience with the POCT1-A protocol for communication with point-of-care analysers.
- Advanced Excel Skills and VBA Proficiency: Ability to efficiently manipulate and analyse large datasets, create complex formulas, and utilize advanced functions. Proficiency in developing and implementing VBA macros for automating tasks, enhancing data processing capabilities, and customizing Excel functionalities to meet specific operational needs. Experience with data visualization and dashboard creation in Excel, as well as integrating Excel with other software and databases, is highly desirable.
- EDI (Electronic Data Interchange) Proficiency: Expert in managing order processing through EDI systems, with a focus on accuracy and efficiency.
- Quality Control and Performance Validation Expertise: Experience in implementing and managing quality control processes, including external quality assurance programs.
- Regulatory Compliance Knowledge: Understanding of the regulatory environment surrounding medical devices and point-of-care testing systems in Canada. Experience maintaining all aspects of MDEL compliance.
- Support Ticketing Systems Experience: Proficient in utilizing support ticketing systems for customer service and technical support tracking.
- Exceptional Communication Skills: Excellent written and spoken English is mandatory. Ability to communicate complex technical information clearly and effectively to customers, end-users and senior management.
- Analytical and Problem-Solving Skills: Highly analytical mindset with proven problem-solving capabilities in high-pressure situations.
- Attention to Detail: Meticulous attention to detail, ensuring accuracy in every aspect of the role, from technical support to bookkeeping.
- Project Management Skills: Ability to manage multiple projects simultaneously, prioritizing tasks and meeting tight deadlines.
- Continual Learning and Adaptation: Commitment to continual learning and staying updated with the latest technologies and industry trends relevant to the role.
- Crisis Management Skills: Competence in managing crises or urgent issues effectively, minimizing impact on operations.
- Data Privacy and Security Awareness: Understanding of data privacy laws and practices, with experience in handling sensitive medical data (PHI/PIII).

Education and Skills Required:

- Educational Background: Degree in a related field such as computer science or business administration.
- At least two years of relevant work experience.

**Salary**: $65,000.00-$69,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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