Field Service Technician

**About Christie Innomed**:
Serving medical imaging since 1954, Christie Innomed develops, distributes, integrates, and supports innovative products and solutions that improve the performance of Canadian healthcare institutions in medical imaging and health IT solutions.

Today, Christie Innomed is a leader in medical imaging and health informatics, with over 250 specialists supporting more than 1,500 hospitals and clinics across Canada.

**Summary**

As a Field Service Employee, you will play a key role in delivering high-quality service and support for diagnostic imaging equipment. You will be responsible for service delivery at both the enterprise and individual levels in hospitals located in Manitoba and various locations across Western Canada. Your primary objective is to ensure customer satisfaction and service excellence, in full compliance with customer contractual obligations.

This is a field-based position, with a service territory that includes hospitals and medical clinics in Manitoba and Western Canada.
Reporting to the Regional Service Manager, you will be responsible for the repair, maintenance, calibration, and installation of diagnostic medical imaging systems to ensure optimal performance and quality customer support.

**Key Responsibilities**:

- Provide direct technical service on the assigned installed base, including preventive maintenance, repairs, mandatory recalls, installation, and calibration according to factory and customer specifications.
- Complete all required documentation to meet government, business, and audit requirements.
- Provide technical support outside of normal business hours and be available for on-call service as needed.
- Manage repair parts to meet business objectives.
- Maintain customer service logs and internal service records.
- Communicate promptly with customers to ensure issue resolution and proper follow-up, leading to customer satisfaction.
- Properly maintain tools and test equipment and ensure they are calibrated.
- Comply with Quality Management System and Environmental Health and Safety requirements.
- Utilize the escalation process to resolve service delivery issues and perform root cause analysis for effective problem solving.
- Participate in sales opportunities such as contract renewals and assist in promoting and implementing revenue programs.
- Integrate into hospital culture and collaborate with existing hospital resources to optimize service delivery.

**Job Requirements**:
**Qualifications and Experience**
- Technical diploma or degree in Electronics, Mechanical, or Biomedical Engineering, or equivalent experience/training.
- Minimum of two years’ experience in diagnostic imaging equipment service.
- Proven track record of providing superior customer service and ability to communicate effectively at multiple levels, both internally and externally.
- Excellent English communication skills, both written and verbal, with the ability to explain complex technical issues clearly.
- Strong technical and troubleshooting skills.
- Ability to exercise independent judgment and work without direct supervision.
- Experience effectively addressing customer concerns and interacting with internal team members and external customers as part of a solution-oriented service process.
- Valid Canadian driver’s license.
- Availability to work outside normal business hours and/or participate in a rotating on-call schedule, including weekends.

**Additional Desired Requirements**
- Experience servicing Shimadzu and Fuji diagnostic imaging modalities.
- Previous experience servicing diagnostic imaging equipment such as Siemens, Philips, GE, and Canon is an asset.
- Demonstrated ability to manage difficult customer situations with effective communication.
- Mechanical aptitude and proficiency with hand tools, etc.
- Strong understanding of computers and networking technologies.
- Willingness to travel up to 50%.
- Legally authorized to work in Canada.
- Willingness and ability to travel to the USA for training if required.
- Ability to lift, carry, push, and pull up to 35 lbs (16 kg) unassisted. Also requires frequent bending, stooping, twisting, climbing, crouching/squatting, kneeling/crawling, sitting, and standing for long periods. Must also be able to reach at, above, and below shoulder level.

**Join Our Team**:
Christie Innomed develops, distributes, integrates, and supports innovative products and solutions that improve the performance of Canadian healthcare institutions in medical imaging and information management.