Clinical Support Coordinator

2 weeks ago

Toronto, Canada Thornhill Medical Full time

**JOB PROFILE**

**Position Title**:Clinical Support Coordinator

**Reports to**:Clinical Market Development Manager

**Department**:Research and Development

**Location**:101 College Street, Toronto, ON Canada

**Role Summary**

Reporting to the Clinical Market Development Manager, the Clinical Support Coordinator will work on our innovative technologies, including RespirAct, a non-invasive blood gas controller used as an adjunct to magnetic resonance imaging to assess the ability of brain blood flow to meet demand. This position will support and manage inquiries regarding device troubleshooting, sales, and maintenance requests from our growing customer sites around the world. The incumbent acts as a customer advocate and ensures that an excellent standard of service and a high level of customer satisfaction is maintained.

**Role Responsibilities**
- Resolves customer support cases and troubleshoots issues as they arise in a professional manner.
- Documents all customer interactions as per company standard operating procedures (SOPs).
- Liaise with internal teams such as engineering, services, and sales to deliver on customer cases as well as implement fixes or workarounds to resolves problems.
- Schedules preventative maintenance and systems administration functions for customer site.
- Interacts with the engineering and operations team to drive the resolution of technical issues.
- Processes and facilitates RMAs.
- Creates action plans to respond to and resolve technical issues, with a constant focus on improving the quality of the product and the customer experience.
- Engages with the design team to provide input for product improvements.
- Organizes and maintains Canadian customer study records.
- Liaise with the Regulatory team for FDA/CE/HC market approvals.
- Assists Canadian customers obtain Ethics Review Board and Health Canada Investigational Testing Authorization approvals for institutional initiated research studies.
- Assists Customers outside of Canada with their own Ethics Board approvals.
- Travels to customer sites throughout North America, Europe, and Asia for installation, support, and training (as needed).

**Qualifications & Experience**

Education
- Completion of post-secondary degree - ideally in a technical, science, medical related field

Work Experience
- 2+ years’ work experience interfacing with customers
- Medical device or health care work related experience.
- Emerging business or start-up experience
- Experience working with MR imaging and knowledge of human/respiratory physiology.

Competencies & Skills
- Ability to work well in multi-disciplinary teams.
- Ability to work independently on a range of complex tasks, which may include unique situations.
- Strong problem and organizational solving skills
- Detail oriented and accurate
- Exceptional interpersonal and communications skills with an ability to connect with all levels of an organization (oral and written)
- Excellent customer service skills
- **We thank all applicants for their interest, however, only those selected will be invited for an interview.**_

**Salary**: From $45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

Work Location: In person

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