Biomedical Field Service Representative

Job Description SummaryThis Biomedical Equipment Service Technologies Role will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of Clinical Medical Equipment in and around Ontario.

Primarily focused (but not restricted to) Infusion Pump Service and Repair, there are two opportunities based in two different locations: One is based out of the Peterborough / Lindsay Region and the second out of the Barrie / Orillia region. This role will service the hospitals within a larger region and travel between sites is required.Job DescriptionMAJOR RESPONSIBILITIES:

• Provide direct technical service on customer's installed base of Infusion Pumps and associated  equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.

• Provide direct technical service on customer's installed base of other clinical equipment as availability permits, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.

• Provide technical support outside of normal business hours and be available for service calls if required.

• Provide technical service (emergency, remedial, and preventative) documenting service calls, and analyzing service history.

• Manage repair parts cycle times to business targets.

• Maintain customer and internal service records. 

• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction. 

• Meet Quality Management System (QMS) and Environment Health and Safety requirements.

• Maintain tools and test equipment properly, ensuring they are calibrated and meet all QMS requirements.   

• Utilize escalation processes to resolve customer service delivery issues. Conduct root cause analysis that will lead to effective problem solving.   

• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Service Agreements.   

• Develop an advisory and consultative role with your primary assigned hospitals.   

• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area.

QUALIFICATIONS:

• Graduate (or about to graduate) Technician or Technologists Diploma, Or, a degree in Electronics, Biomedical Engineering or other related field, OR equivalent experience and training.

• Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.   

• Demonstrated customer contact/empathy/service experience. 

• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand manner.

• Excellent Technical and troubleshooting skills.

• Exceptional interpersonal skills and organizational skills.

• Demonstrated ability to work with a diverse team across multiple functions. 

• A Demonstrated ability to work independently of direct supervision. 

• Experience interfacing with both internal team members and external customers    as part of a solution-based service process. 

• Ability to support On-Call as required.

• The role also requires that the individual selected can travel to and from the USA for training at our Global Services University, Wisconsin.

• Emergency and rotating on-call is a requirement of this role.

• All applicants must be legally able to reside and work in Canada at the time of their application.

• A current unrestricted Canadian Driving license is a requirement of this role.

DESIRED:

• Experience servicing Infusion Pumps

• Previous service experience in with clinical equipment.

• Understanding of Health and Safety programs and Quality Management Systems pertaining to field service.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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Additional Information

Relocation Assistance Provided: No

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