DHS Support Service Specialist

4 weeks ago

Mississauga, Ontario, Canada Getinge Full time
Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

DHS Support Service Specialist

Date: Feb 7, 2025

Location: Mississauga, CA

Company: Getinge Canada, Ltd

Remote Work: Field

The Position

This role is responsible for:

- Under the guidance of the Project Manager, participate in onsite and remote DHS projects. This includes but not limited to:

- Working independently to complete assigned tasks.

- Reporting all risks and issues that affect the successful completion of the project.

- Onsite Go Live support, customer training and product demonstrations.

- Providing customer support during and after Go Live.

- Under the guidance of the DHS Support Coordinator, provide excellent technical support either onsite or via remote services. This includes but not limited to:

- Prompt, professional and courteous installation of DHS products and services to meet guaranteed response times.

- Level 1 and some Level 2 support cases.

- Installation and workflow problem solving.

- Escalating some Level 2 and all Level 3 support Cases to Sr. DHS Support & Implementation Service Specialist or DHS Lead.

- Ensure adherence to company quality system processes, protocols, and SOP's.
- Establish and maintain positive and cooperative working relationships with customers and colleagues, conducting themselves in a professional and responsible manner at all times.
- Maintain personal competence for meeting job responsibilities through effective use of product information and technical data provided by the company and others.
- Participate in training seminars, meetings, and on-the-job training programs. Demonstrate a deep and thorough understanding, and an ability to apply concepts and knowledge obtained from these training and skill development sources.
- Enhance the company's image by participating in regional and national trade shows when required.
- Comply with all company policies and perform other related responsibilities and assignments as required.

This role will be located in Ontario or Eastern Canada.

The Ideal Candidate

We are looking for the following experience, knowledge, and abilities:

- B.S. Information Systems, or Information Technology / Electronics related field, or equivalent combination of education and experience.
- 1 year technical IT experience implementing and troubleshooting hardware/software installations. SaaS experience a plus.
- Intermediate knowledge of client-server technologies and computer networking.
- Experience with Electronic Health Records systems a plus.
- Strong attention to detail and highly organized.
- Strong team player who thrives in a collaborative environment.
- Motivated and able to work without supervision within project scope, budget, and schedule.
- Ability to adapt to a fast-paced continually changing business and work environment while managing multiple priorities.
- Demonstrated ability to resolve issues and maintain strong client relationship skills. Focused on finding a solution with a "can do" attitude.
- Excellent customer training and/or support experience.
- Knowledge and experience in IT, medical technology, and/or sterile processing workflow procedures.
- Practical working knowledge of client server technology, networking, and security.
- Bilingual (EN/FR) preferred but not a must.
- Ability to perform on-call work.
- Ability to travel on average 50% (but up to 75% as needed) annually by car or aircraft to customer sites throughout the United States and Canada (must have current Passport). Periodic international travel will be required for training purposes.

Benefits at Getinge:

- Health, Dental, Vision and Travel insurance benefits
- Registered Pension Plan with company match
- Paid Time Off
- Wellness initiatives & Health Assistance Resources
- Life Insurance
- Short and Long Term Disability Benefits
- Hybrid Work Arrangements (where applicable)
- Parental and Caregiver Leave
- Tuition Reimbursement

Getinge is an equal opportunity employer. Getinge will, at all times, comply with all applicable human rights and other legislation when considering all qualified applicants for employment. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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