Technical Service Representative

2 weeks ago


Calgary, Alberta, Canada Werfenlife SA. Full time
Job Overview

We are seeking a skilled Technical Service Representative to join our team at Werfenlife SA. As a Technical Service Representative, you will be responsible for building and maintaining relationships with customers to retain the North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems.

About the Role

This is a field-based position that requires up to 90% travel to cover assigned territory. The ideal candidate will have strong organizational and time management skills, ability to communicate effectively with various audiences, and work independently managing assigned territory with minimal direction.

Key Responsibilities:
  • Customer Support: Provides customer support with on-site visits to perform and complete installations, cost-effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
  • Troubleshooting: Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
  • Customer Relationship Building: Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention. Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
  • Escalation: Escalates and communicates unresolved technical issues.
  • Product Knowledge: Advises customers regarding the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
Requirements:
  • Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required. Equivalent experience in lieu of a degree will be considered.
  • Experience: Minimum of 3 years of experience in a technical/support role (industry, military, and/or customer-facing).
  • Skill Set: Working knowledge of personal computers and Windows Operating Systems; legacy up to current version preferred. Working knowledge of Lab Information Systems and computer network connectivity a plus. Ability to participate in rotational on-call coverage to provide support as required.
What We Offer:
  • Competitive Salary: $85,000 per year
  • Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Professional Development: Opportunities for professional growth and development in a dynamic and supportive environment.


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