Technical Supervisor

Fresenius Medical Care is the world's largest integrated provider of dialysis products and services. As a vertically integrated company, we provide a complete solution for patients with chronic kidney failure and their caregivers, from research and development to manufacturing our dialysis products to providing complete therapy options within our own clinics. Fresenius Medical Care provides dialysis services in over 120 countries, including over 3400 dialysis clinics and 40 production sites worldwide.

In Canada, Fresenius Medical Care has been caring for patients undergoing dialysis for over twenty-five years. We understand the impact that chronic kidney failure has on people's lives, and we are committed to providing outstanding patient care that goes beyond innovative dialysis products and therapies. We care about each patient’s individual situation, whether they want to perform dialysis in their familiar surroundings at home, undergo dialysis at the hospital, or receive dialysis in one of our clinics. Our vision is to be the undisputed leader and trusted partner in renal therapies in Canada, and this vision is reflected in our key values: collaborative, proactive, reliable, and excellent.

Fresenius Medical Care Canada is currently recruiting for a permanent, full-time Technical Supervisor, working out of Lachine, Quebec. The position entails the following:
PURPOSE AND SCOPE: Supports FMCC’s mission, vision, core values and customer service philosophy. Adheres to the FMCC Compliance Program, including following all regulatory and division/company policy requirements. Under the direction of the National Technical Service Manager, this individual will be responsible for the scheduling of all service requests affecting the Lachine Office. This scheduling shall include service calls, equipment installations and equipment evaluations. In addition to scheduling work requests, this person shall be responsible for creating and updating ISO procedures based on current “best practices”, as well as the implementation of these procedures in collaboration with the Director of Renal Services/ National Technical Service Manager.

DUTIES / ACTIVITIES:
CUSTOMER SERVICE:

- Responsible for driving the FMCC culture through values and customer service standards.
- Accountable for outstanding customer service to all external and internal customers.
- Develops and maintains effective relationships through effective and timely communication.
- Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES:
1. Create and maintain Technical ISO procedures and ensure all Technologists are working in accordance with these procedures i.e. ensure meter verification checks are being performed regularly.

2. Plan and schedule all equipment installations for evaluations and purchases that directly or indirectly affect the Lachine office workload.

3. Plan and schedule all service calls that directly or indirectly affect the Lachine office workload.

4. Ensure that all equipment supported under contract by the FMCC Lachine Technologists are up to date.

5. Create and maintain Technical After Hours On-Call Schedule

6. Ensure that all responses to customers are dealt with in a professional, timely manner and are within the company/manufacturer’s specifications/guidelines.

7. Provide technical phone support as well as hands on service, maintenance and customer relations/meetings.

8. Assume On-Call responsibilities.

9. Perform other duties as required.

PHYSICAL DEMANDS AND WORKING CONDITIONS: This position is predominantly based at a desk or workstation with some work required in the technical repair room. Travel for this position is average (some home patient/customers visits may be required).

EDUCATION:

- 2-3 year diploma or degree in either Electronics or Biomedical electronics

EXPERIENCE AND REQUIRED SKILLS:

- Minimum of 5 years of experience with 3 years experience in a Team leadership capacity.
- Must be bilingual (French/English)
- Experience in the healthcare industry is essential.
- Must posses strong computer skills with experience using Microsoft Word, Excel, Lotus Notes and Access
- Excellent organizational and interpersonal skills are also a requirement.
- Must have a valid driver’s license.

RELATIONSHIPS: Internal Contacts: All External Contacts: Customers

SUPERVISION: Field Service Representatives, Technical Coordinator

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Thank you for your interest in Fresenius Medical Care Canada. We thank all interested applicants, however, only those selected for an interview will be contacted. We are committed to providing