Senior Technical Service Specialist

5 days ago


Ottawa, Ontario, Canada BioTalent Full time

We are seeking a highly skilled Senior Technical Service Specialist to join our team at BioTalent. As a key member of our field service team, you will be responsible for providing expert technical support and repair services to our customers.

Job Summary

This is a hands-on role that requires the ability to troubleshoot complex technical issues, perform repairs and maintenance, and provide exceptional customer service. The ideal candidate will have a strong background in mechanical, electromechanical, and electronic equipment, as well as excellent analytical, communication, and problem-solving skills.

About the Role

The Senior Technical Service Specialist will be responsible for:

  • Providing on-site and remote technical support to customers, including troubleshooting, installation, maintenance, and repair of Advanced Instruments equipment
  • Completing and managing Pharmaceutical IQOQ/ yearly OQ and Clinical Validations
  • Performing preventative maintenance and field modifications as required
  • Ordering and managing car stock inventory
  • Troubleshooting technical issues on a mechanical, electrical, and application level
  • Scheduling installation, PMs, repairs, and other field events
  • Providing phone support and triage technical support issues
  • Maintaining daily communications and scheduling with customers
  • Utilizing the escalation process to resolve customer service delivery issues
  • Maintaining tools and test equipment and ensuring they are properly calibrated
Requirements

To be successful in this role, you will need:

  • Three years' work experience in the medical device industry
  • Experience interfacing with internal team members and external customers as part of a solution-based service process
  • Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
  • Experience troubleshooting and responding to customer concerns
  • A proven record of being reliable and accountable for all aspects of your job
  • Proficient computer skills, including MS Word, Excel, Outlook, Salesforce, and Teams
  • Excellent analytical, interpersonal, and communication skills
  • The ability to work in a fast-paced, self-directed environment
  • Strong time management skills
  • The ability to adapt to changing circumstances
  • Decision-making, problem resolution, and creative thinking skills
  • Attention to detail
  • The ability to multi-task activities with shifting priorities
What We Offer

BioTalent offers a competitive salary range of $80,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off. We also offer opportunities for professional growth and development, as well as a collaborative and dynamic work environment.



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