Field Service Technician

About Christie Innomed

At the service of medical imaging since 1954, Christie Innomed develops, distributes, integrates and supports innovative solutions and products that improve the performance of healthcare institutions in Canada in medical imaging and health IT solutions.

Christie Innomed is today a leader in imaging and medical informatics, with more than 250 specialists serving more than 1,500 hospitals and clinics across Canada.

Summary

As a Field Service Employee based in the Edmonton region, you will be instrumental in delivering high-quality service and support for Diagnostic Imaging equipment. You will be responsible for service delivery at both enterprise and individual levels across hospital sites within Edmonton and throughout Alberta.

Your primary objective is to ensure customer satisfaction and service excellence, in full alignment with customer contractual obligations. This is a field role, with a service territory that includes hospitals and medical clinics across the Edmonton area and the province of Alberta. Reporting to the Regional Service Manager, you will be responsible for the repair, maintenance, calibration, and installation of medical imaging diagnostic systems to ensure optimal performance and customer support.

Key Responsibilities:

- Provide direct technical service on assigned install base, including preventative maintenance, repair service, mandatory recalls, installation and calibration to factory and customer specification.

- Completion of all required documentation to meet government, business and audit requirements.

- Provide technical support outside of normal business hours and be available for on call as required.

- Manage repair parts as required to meet business targets.

- Maintain customer service logs and internal service records.

- Maintain timely communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.

- Maintain tools and test equipment properly and ensuring they are calibrated.

- Meet Quality Management System and Environment Health and Safety requirements.

- Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.

- Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.

- Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery.

Qualifications:

- Technical Diploma / Degree in Electronics, Mechanical or Biomedical Engineering or equivalent experience or training.

- Minimum of two years’ experience in Diagnostic Imaging Equipment Service.

- Proven track record of providing superior customer service and the ability to effectively communicate across multiple levels, both internally and externally.

- Excellent communication skills in English both written and verbal, with the ability to communicate complex technical issues in an easy-to-understand manner.

- Strong Technical and troubleshooting skills.

- Strong ability to execute independent judgment and ability to work independently of direct supervision.

- Experience responding effectively to customer concerns and interfacing with both internal team members and external customers as part of a solution-based service process.

- Must have a valid Canadian driver's license.

- Ability to be available after-hours and/or work a rotating on-call schedule, including weekends.

Additional Desired Requirements:

- Experience servicing Shimadzu and Fuji Diagnostic Imaging modalities.

- Previous experience servicing Diagnostic Imaging equipment such as Siemens, Philips, GE and Canon would be an asset.

- Demonstrated ability to manage difficult customer situations with excellence communications.

- Mechanical Aptitude and expertise with hand tools etc.

- Strong understanding of computers and networking technologies

- Proficient in using computers and Windows-based applications

- 50% travel

Legal and Physical Requirements:

- Legally authorized to work in Canada.

- Willing and able to travel to the USA for training if required.

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