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Field Service Technician

2 weeks ago

Richmond, British Columbia, Canada Christie Innomed Inc Full time
About Christie

Serving the medical imaging field since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that enhance the performance of healthcare institutions in Canada in the areas of medical imaging and healthcare IT solutions. Today, Christie Innomed is a leader in medical imaging and healthcare IT, with more than 250 specialists serving over 1,500 hospitals and clinics across Canada.

Job Description
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 enterprise and individual levels across hospitals and medical clinics in Richmond and throughout British Columbia. Your primary objective is to ensure customer satisfaction and service excellence, in full compliance with customer contractual obligations.

This is a field role, with a service territory based in Richmond, with coverage across British Columbia and Western Canada. Reporting to the Regional Service Manager, you will be responsible for the repair, maintenance, calibration, and installation of medical diagnostic imaging systems to ensure optimal performance and customer support.

Key Responsibilities
  • Provide direct technical service on assigned install base, including preventive maintenance, repair service, mandatory recalls, installation, and calibration 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 required.
  • Manage repair parts as needed to meet business targets.
  • Maintain customer service logs and internal service records.
  • Maintain timely communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
  • Properly maintain tools and test equipment and ensure they are calibrated.
  • Meet Quality Management System and Occupational Health and Safety requirements.
  • Utilize the escalation process to resolve service delivery issues and perform root cause analysis leading to effective problem solving.
  • Participate in sales opportunities such as contract renewals and contribute to promoting and implementing revenue programs.
  • Integrate into hospital culture and work collaboratively with existing hospital resources to optimize service delivery.
Qualifications
  • Technical diploma or degree in Electronics, Mechanical, or Biomedical Engineering, or equivalent experience/training.
  • Minimum of two years' experience servicing diagnostic imaging equipment.
  • Proven track record of delivering superior customer service and ability to communicate effectively across multiple levels, both internally and externally.
  • Excellent communication skills in English, both written and verbal, with the ability to explain complex technical issues clearly and understandably.
  • Strong technical and troubleshooting skills.
  • Strong ability to exercise independent judgment and work without direct supervision.
  • Experience effectively managing customer concerns and interacting with both internal team members and external customers as part of a solution-based service process.
  • Valid Canadian driver's license.
  • Ability to be available after hours and/or work 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 would be an asset.
  • Demonstrated ability to manage difficult customer situations with excellent communication skills.
  • Mechanical aptitude and expertise with hand tools.
  • Strong understanding of computers and networking technologies.
  • Proficiency in using computers and Windows-based applications.
  • Ability to travel up to 50%, primarily within Richmond and occasionally across Western Canada.
  • Legally authorized to work in Canada.
  • Willing and able to travel to the USA for training if required.
  • Ability to confidently lift, carry, push, and pull up to 35 lbs unassisted. Also requires frequent bending, twisting, climbing, crouching/squatting, kneeling/crawling, as well as sitting and standing for long periods of time. Must also be able to reach at, above, and below shoulder level.
Join Our Team

Every application will be considered. Please note that only those selected for an interview will be contacted. Christie Innomed develops, distributes, integrates, and supports innovative products and solutions that improve the performance of Canadian healthcare institutions in the fields of medical imaging and information management.

We are committed to promoting inclusion and equal opportunity. Accommodation measures are available to all applicants upon request throughout our recruitment process. Please contact Human Resources at if you require accommodation. We will work with all applicants to meet their accessibility needs.

The use of the masculine form is solely intended to simplify the text.