Technical Support Manager

2 weeks ago

Montréal, Canada THORASYS Thoracic Medical Systems Inc. Full time

**1. Responsibilities**:
1.1 As a Technical Support Manager, you are responsible for managing the technical relationship with key global partners, ensuring seamless support operations for Thorasys products while driving customer success and business growth.
1.2 The Technical Support Manager is also responsible for ensuring that training and support material is ready ahead of any new product launch, and maintain/evolve the self-help platform myThorasys to meet and exceed customer expectations.
**1.3 Key responsibilities include**:
a. Work closely with partner organizations to ensure that their technical staff is competent to provide end-users with the technical support needed to ensure functionality of Thorasys devices;
b. Monitor and prioritize complaints and repairs through Thorasys and Third Parties operations, ensuring timely resolution while providing feedback to global key accounts;
c. Consolidate metrics on resolution of support cases and repairs, and recommending management any actions needed to improve service delivered to our partner organizations and end-users;
d. Serve as a voice of the customer within the organization, providing valuable feedback, feature requests and improvement ideas to the product development team;
1.4 Specific responsibilities include
a. Administer and enhance myThorasys, the online platform for customer experience, to improve user satisfaction and service delivery;
b. Participate in the documentation of complaints (parts 1 and 2), and perform regular coordination meetings with QA and production on the status of complaints and repairs
c. On request from the commercial team and as time allows, provide training on basic technical support to national distributors;
d. Assist the team in handling high-level escalations, such as product recalls or service outages, ensuring effective communication and swift resolution;
e. Work and communicate efficiently with all cross-functional departments such as Sales & Marketing, R&D, Production and Quality to ensure technical support aligns with business priorities and customer satisfaction;
f. Conduct regular check-ins with global partners to monitor internal processes, ensuring efficiency and success in service delivery;
g. Track and investigate overall support cases and complaint trends with applicable quality standards (ISO 13485, etc.), ensuring efficient and deep resolution;
1.5 As for all THORASYS employees, your position may include a limited amount of administrative duties.
**2. Education required**:
2.1 Engineering or applied science technical degree required
**3. Competence required**:
3.1 Strong technical and scientific writing skills
3.2 Strong written and verbal communication
3.3 Bilingual (French and English are essential), other languages are an asset
3.4 Autonomy and self-starter required
3.5 Customer service strategy skills
3.6 Thoroughness in documentation
3.7 Organized, thorough and with an eye for fine detail
3.8 Excellent communication and teamwork skills
3.9 Must be able to travel up to 10% of the time
**4. Experience required**:
4.1 5-8 years business experience in customer support or training
4.2 Medical device experience is an asset
4.3 Team leadership experience is an asset
**5. Report**:
Unless designated otherwise by the CEO office, you report to the Vice-President Operations

  • Technical & Operational Support Manager

    2 days ago

    Montréal, Canada ENERCON Full time

    **Technical & Operational Support Manager**: - Location: Montreal, Quebec, CA, H3B 5M2 - Onsite/Hybrid/Remote: Hybrid (< 50% remote) - ENERCON, a globally renowned company established in Germany 40 years ago, positions itself as a leader in the wind turbine design and manufacturing industry. Our reputation is built on an unwavering commitment to excellence,...

  • Technical Support Manager

    2 weeks ago

    Montréal, Canada Continent8 Full time

    **Technical Support Manager (Montreal)** As part of our continued expansion, we are looking for a Manager to join our Service Management Centre (“SMC”) Team. The SMC team are responsible for providing L1/L2 support within Continent 8 Technologies. Based in Montreal, Canada the successful individual will join a support organization currently spread...

  • Senior Technical Writer

    2 weeks ago

    Montréal, Canada Tundra Technical Solutions Full time

    **ENGLISH WILL FOLLOW** Rédacteur technique (Technical Writer)ResponsabilitésDévelopper, maintenir et mettre à jour une documentation complète liée à la cybersécurité, aux technologies de l'information (TI) et aux pratiques GRC (Gouvernance, Risques et Conformité). Recueillir les commentaires pertinents des responsables afin de garantir...

  • Senior Technical Writer

    2 weeks ago

    montréal, Canada Tundra Technical Solutions Full time

    **ENGLISH WILL FOLLOW** Rédacteur technique (Technical Writer)ResponsabilitésDévelopper, maintenir et mettre à jour une documentation complète liée à la cybersécurité, aux technologies de l’information (TI) et aux pratiques GRC (Gouvernance, Risques et Conformité). Recueillir les commentaires pertinents des responsables afin de garantir...

  • Senior Technical Writer

    2 weeks ago

    Montréal, Canada Tundra Technical Solutions Full time

    **ENGLISH WILL FOLLOW** Rédacteur technique (Technical Writer) Responsabilités Développer, maintenir et mettre à jour une documentation complète liée à la cybersécurité, aux technologies de l'information (TI) et aux pratiques GRC (Gouvernance, Risques et Conformité). Recueillir les commentaires pertinents des responsables afin de garantir...

  • Assistant Manager, Technical Support

    3 days ago

    Montréal, Canada Aptum Full time

    Our **Manager Technical Support **is a customer facing, technical management position. You will interact with Aptum employees and customers, taking ownership of escalated issues and see them through to the point of resolution. The primary focus is to understand customer interactions and how they contribute to customer satisfaction or dissatisfaction. This...

  • Technical Support Director

    2 weeks ago

    Montréal, Canada Eski Inc Full time

    PixMob is one of the world’s leaders in creating immersive experiences for live events. You might have seen 60,000 people lighting up at the Super Bowl, or at a Coldplay concert. Our goal is to ignite collective joy for fans worldwide. We work with international artists, event organizers, sports teams and brands who care about creating unique & memorable...

  • Technical Support

    2 weeks ago

    Montréal, Canada Soho SQS Full time

    Hi, Hope you are doing good. I am Ayush working with Soho Square Solutions. I have the open requirement for the mentioned position. Please let me know if you are interested. If interested, kindly provide me your updated resume with the best time to reach you and the expected pay. Your Role & Main Responsibilities Be an active contributor to the employee...

  • Senior Technical Writer

    1 week ago

    Montréal, Qc, Canada Tundra Technical Solutions Full time

    **ENGLISH WILL FOLLOW** Rédacteur technique (Technical Writer) Responsabilités Développer, maintenir et mettre à jour une documentation complète liée à la cybersécurité, aux technologies de l’information (TI) et aux pratiques GRC (Gouvernance, Risques et Conformité). Recueillir les commentaires pertinents des responsables afin de garantir...

  • Senior Technical Writer

    2 weeks ago

    Montréal, QC, Canada Tundra Technical Solutions Full time

    **ENGLISH WILL FOLLOW** Rédacteur technique (Technical Writer) Responsabilités Développer, maintenir et mettre à jour une documentation complète liée à la cybersécurité, aux technologies de l’information (TI) et aux pratiques GRC (Gouvernance, Risques et Conformité). Recueillir les commentaires pertinents des responsables afin de garantir...