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Technical Support Specialist

3 weeks ago

Burnaby, Canada Kardium Inc. Full time

Your opportunity
By joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation - which can cause stroke, heart failure, and other heart-related complications.
Kardium’s mission is to deliver the best treatment for atrial fibrillation. To achieve this, we have developed The Globe® Pulsed Field System - we have a fantastic technical team that has developed a product with strong, unique, and customer-valued differentiators versus other solutions on the market. We have built connections with key opinion leaders who are already using the Globe System and are helping to tell our story.
We have now completed our pivotal clinical study and our focus is on regulatory approvals and commercial launch. This is an exciting and significant milestone in our journey to bring this ground-breaking technology to patients.
As a Technical Support Specialist, you will play an instrumental role in our upcoming commercial launch for the Globe® PF System. In this role, you will provide remote in-procedure technical support for EP systems to our mappers and provide troubleshooting support to the field service team.
Please note, this opportunity is a hybrid work arrangement, located in Burnaby, BC.
What you’ll be doing
**Your core responsibilities will include**:

- Act as a primary point of contact and resolve/triage issues for our field teams.
- Provide expert technical support on the Globe® PF System with a sense of urgency and positive action.
- Assist in the design and refinement of our technical support structures in line with our overall global support strategy.
- Facilitate the smooth transfer of new products into commercial launch by participating in the design transfer into commercial production.
- Maintain a troubleshooting knowledge base ensuring it is up to date and accurate.

What you bring to the team
Our Kardium team is smart, creative, and passionate about developing cutting-edge medical devices to help improve people’s lives. We work in a collaborative environment based on trust and respect. We understand that only by working together can we solve what was thought unsolvable.
You will be successful in this role because you possess these attributes:

- Bachelor’s Degree in a technical or scientific field of study or equivalent.
- 5+ years of relevant experience as a technician, field service, or customer support role in the healthcare industry.
- Minimum of 2 years of successful independent support of EP mapping procedures.
- Strong communicator with active listening skills and questioning techniques.
- Strong problem-solving skills, demonstrable initiative and ability to contributes to process improvement.

Compensation
As a permanent employee, you will also participate in Kardium’s stock option plan.
- $99,000 - $124,000 (CAD Annually)

Your Benefits & Well-being
Total cash - the total cash we’ve listed for this position includes a base salary, plus a contribution to a Registered Retirement Savings plans (RRSP) to help support your financial goals.
Comprehensive medical & dental coverage - for all permanent employees - effective as of Day 1, with no waiting period.
Work-day flexibility - additionally, we provide 3 personal days per year.
Support - for you (and your dependents) overall well-being.
Career progression and learning support.
Professional membership support.
Family building - we provide top up for both maternity leave & adoptive leave. Employees can also enroll in benefit coverage for fertility drug treatment.
Life at Kardium
What makes us a great place to work?
1. Our Purpose
2. Our People
3. Our Culture
We collaborate with Employee Resource Groups (ERGs), as volunteer-led groups who share a common dimension of diversity and come together to provide support, education, and other opportunities across Kardium. Examples of our ERGs include Women ERG, Pride ERG, Race Ethnicity & Cultural Heritage (REACH) ERG, Truth & Reconciliation ERG, Persian Community ERG, Chinese ERG, Barangay Kardium (Filipino) ERG, Brazilian ERG and Irish ERG.
And our employees think we are great too - check out Glassdoor to learn more