Technical Support Specialist

1 day ago

Montréal, Canada THORASYS Thoracic Medical Systems Inc. Full time

Job Description
1. Responsibilities
As a Technical Support Specialist at THORASYS, you are responsible for ensuring the satisfaction and operational support of our expanding user base by delivering efficient customer service and support, following our internal processes. The Technical Support Specialist is also responsible for recording and managing all user support queries, complaints, and repairs, allocating them to the proper individual for resolution and/or escalating them when appropriate into our quality management system.
**Key responsibilities include**:

- Review, update and extend the training materials and procedures for our products, and execute a strategy for deploying these materials to our customers, derive e
- learning strategies, train the trainers at our partner organizations, and ultimately lead training courses;
- Manage and utilize the support ticketing system to log, categorize, and track all support requests and incidents in compliance with applicable medical device regulations;
- Monitor and manage the overall day-to-day customer operations for the Americas territory (technical support, complaint and repair processes) in order to ensure customer satisfaction and retention; and provide product training to offer seamless customer

**Specific responsibilities include**:

- Collaborate with Production, Logistics and Quality departments to drive excellence in global customer service operations;
- Handle customer calls to deliver expert guidance and troubleshooting, educate customers on best practices;
- Deliver onboarding and training for new THORASYS employees, customers, distributors and third-party organizations;
- Support development of training materials such as presentations, user manuals and support instructions, maintaining overall knowledge base;
- Provide user feedback for both software and hardware to the product development team through user stories for trend analysis;
As for all THORASYS employees, your position may include a limited amount of administrative duties.
2. Education required
Bachelor’s degree in science-minimum, Biomedical Engineer, Engineer.
3. Competence required
- Strong technical and scientific knowledge background
- Strong written and verbal communication
- Bilingual (French and English are essential), other languages are an asset
- Autonomy and self-started required
- Software skills
- Customer service skills
- Thoroughness in documentation
- Organized, thorough and with an eye for fine detail
- Excellent teamwork skills
- Must be able to travel up to 25% of the time
- Medical device experience is an asset

4. Experience required
2-3 years business experience in customer support or training, medical device experience is an asset.
5. Report
Unless designated otherwise by the President or the CEO, you report to the Head of Customer Service.

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