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Field Support Specialist, II

2 weeks ago

Mississauga, Ontario, Canada Synaptive Medical inc. Full time

About Us

Synaptive Medical is a Canadian medical device company, based in the Greater Toronto Area (Mississauga, Ontario), providing advanced precision imaging and intervention technology for improved diagnosis and treatment. Synaptive's suite of products include Magnetic Resonance Imaging (MRI) systems, surgical planning, navigation, and robotic visualization. These products can be seamlessly combined or used independently in the operating room to improve detection and treatment for oncology, stroke and neurogenerative patients. The company has a global footprint of high-profile customers operating 24-7 for the betterment of all patients.

The company has several opportunities for passionate and innovative people to join the team and share in the development of technologies to solve surgical and imaging challenges in patient care.

Field Service Specialist II – MRI (Greater Toronto Area, Canada)

The Opportunity

We have an exciting opportunity for a Field Service Specialist II based in Mississauga, Ontario. As a key member of Synaptive's Customer Support Team, you'll provide on-site service, installations, preventive maintenance, upgrades, and emergency repairs of our advanced imaging systems.

This position offers the chance to apply your technical expertise in a dynamic and evolving environment, working closely with Engineering, Design, Quality, Production, Sales, and Clinical Applications teams to ensure customer success. You'll play a key role in driving customer satisfaction and supporting the lifecycle of our MRI solutions in clinical settings.

What You'll Do

  • Troubleshoot and resolve complex technical issues on Synaptive systems in clinical environments
  • Perform installations, upgrades, preventive maintenance, and emergency service
  • Coordinate pre-delivery activities and site readiness, including system connectivity (e.g., PACS, hospital IT infrastructure)
  • Provide second-line support to Clinical Application Specialists
  • Develop in-depth product knowledge to support advanced troubleshooting and repair
  • Maintain accurate documentation and administrative records
  • Assist in the training and certification process for service responsibilities
  • Collaborate with cross-functional teams to capture feedback and improve service processes
  • Contribute to knowledge-sharing and documentation initiatives
  • Travel within Canada and the US up to 60%, with occasional off-hours and weekend support
  • Perform other related duties as necessary

What You'll Need

  • Minimum 5+ years of experience servicing complex medical devices in the field
  • Hands-on experience with mechanical systems, tools, diagnostic equipment, and computer networking
  • Strong understanding of hospital IT systems and troubleshooting connectivity
  • Excellent communication skills in clinical and technical environments
  • Valid Class G driver's license and clean driving record
  • Ability to manage service-related budgets and resources
  • Proficient in Microsoft Office and relevant technical platforms (e.g., Unix/Linux)
  • Valid passport and ability to travel domestically and internationally as needed

Preferred Qualifications

  • Experience with MRI systems, coils, and imaging accessories
  • Knowledge of Enterprise Imaging systems such as PACS, RIS, or VNA
  • Understanding of radiology and OR clinical workflows
  • Familiarity with healthcare informatics and virtual environments

About You

  • Adaptable and comfortable in fast-paced, evolving environments
  • High attention to detail with strong organizational skills
  • Excellent verbal and written communication abilities
  • Strong problem-solving skills and a self-directed approach
  • Punctual, reliable, and committed to excellence
  • Works well independently and collaboratively across teams
  • Exceptional customer service and relationship-building skills
  • Open to learning, feedback, and continuous improvement

Diversity & Inclusivity

Synaptive Medical is proud to operate in one of the most diverse countries in the world. We recognize and value the differences that come from race, ethnicity, national origin, gender identity and expression, sexual orientation, age, religion, ability, and socioeconomic background.

We are committed to building a workplace where diversity is celebrated and inclusion is the norm. We believe our success depends on the diversity of thought and the richness of perspective that our team brings to every decision.

Accessibility & Accommodation

Synaptive Medical is an equal opportunity employer and encourages applications from all qualified individuals, including visible minorities, Indigenous Peoples, and persons with disabilities.

If you require accommodation at any stage of the recruitment process, we will work with you to meet your needs. If your application is selected to proceed, you will be given the opportunity to make accommodation requests as needed.

How to Apply

Applications will only be considered from candidates who are legally eligible to work in Canada without sponsorship.

To apply:

  • Include #GOBRAIN in the top right corner of your resume
  • Click "Apply Now" and follow the prompts to submit your application

Please Note: The successful candidate may be required to complete background checks, which can include criminal, credit, employment, and educational verifications. Offers of employment are contingent upon satisfactory results.

We thank all applicants for their interest. Due to the volume of applications, only those selected for interviews will be contacted.

COVID-19 Considerations

Synaptive has a special duty to take a leadership role in protecting the health and wellbeing of its employees and the public. The COVID-19 vaccines are an important public health measure for mitigating the spread of COVID-19 in the workplace and society. As a condition of employment, the successful candidate will be asked to provide proof of vaccination or a reason protected by legislation why they cannot be vaccinated against COVID-19.

Diversity & Inclusivity

Synaptive is based out of one of the most diverse countries in the world. This includes differences related to race, ethnicity, national origin, gender, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status. To us, diversity is one our strongest assets to our organization. We commit ourselves to promoting the recognition and appreciation of our diverse and rich culture. We believe that it is critical to our success to promote freedom of thought and opinion in a respectful environment. The decisions we make are rooted by respectfully considering each other's thoughts and opinions and by working towards a greater common goal, saving lives.

Accommodation

Synaptive Medical is an equal opportunity employer and welcomes applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. We welcome and encourage applications from people with disabilities. If as a qualified job applicant, you request accommodation, Synaptive will consult with you to provide reasonable accommodations according to your specific needs. If you wish to make a request, you will be provided an opportunity if your application is selected to proceed in our hiring process.

How to Apply

Unless otherwise stated, applications will only be considered from candidates eligible to work in Canada, or the country in which they're applying to, without sponsorship.

If you are interested in this position and can demonstrate that you meet or exceed the requirements defined in the job description, please include #GOBRAIN in the top right corner of your resume and then complete your online application by clicking "Apply Now" and following the prompts.

The successful candidate to this role will be asked to complete background checks, which may include criminal, credit, employment and/or educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable background check.

We would like to thank everyone who submits an application. Due to the volume that we receive, only those candidates selected for interviews will be contacted.