[Hiring] Technical Support Representative @OSI Systems

Role Description

This position is responsible for Quality Service and customer satisfaction, for scheduling and completing preventive & corrective maintenance obligations, system implementation and installation on a project plan approach and increasing the service and supplies and accessories business within the territory.

• Develop comprehensive technical knowledge pertaining to all products related to Critical Care, Perinatal and Cardiology.
• Repair and advise customers on the technical operation of their equipment.
• Product-installation, in-service assistance, demos, technical training, upgrades, troubleshooting, inventory management, service and prompt call completion.
• Actively promote new service contract and renewals, along with promotion of supplies and accessories.
• Project a professional image at all times to the customer.
• Provide continuous feedback from customers to Upper Management, Sales and Technical Support.
• Effectively utilize company provided communication tools (i.e. voice mail, e-mail).
• Update technical and applications knowledge on an ongoing basis and excel in any required training class.
• Submit timely and accurate paperwork including work orders, expenses, QMS reports, and memos.
• Identify customer product deficiencies and take appropriate action to correct including notifying management.
• Learn of and report on competitive activities, including pricing, promotions, policies, personnel and new products.
• Maintain assigned company property and keep manuals and bulletins updated.
• Adhere to all company policies, procedures and comply with all safety and regulatory requirements.
• Willing to travel to local and remote areas to service customers and attend trade shows.
• Exhibit financial and resource management responsibilities at all times.
• Always exhibit the highest integrity.
• Successful prioritization of changing requests.
• Carry a cell phone to provide Customers with 24/7 coverage.
• Responsible for achieving territory revenue and margin targets as assigned by Management.
• Ensure that company vehicle is clean and regularly maintained at all times consistent with fleet requirements.
• Maintain demo inventory in saleable condition, including proper storage, movement and record keeping.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• Report any quality problems or defects to management for corrective action.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• Diploma in Biomedical Engineering is required.
• Relevant field service experience in medical device/hospital setting, preferred.
• Fluent in French and English, both written and verbal.
• Network and related IT infrastructure and Server related experience is an asset.
• Strong personal PC, technical troubleshooting and good business acumen.
• MS Office Suite, CRM, Call Management Systems (Resco).

Requirements

• Up to 50% regional travel is required; Spacelabs Healthcare (Canada) will provide a company car, expenses, training, and tools.
• Criminal Background check and driver history check will be required prior to starting.
• Travel to the U.S. for training will be required – likely 6-8 weeks in total for the first 12 months.
• Carry a cell phone to provide Customers with 24/7 coverage.

Benefits

• Pay may range between CAD 75,000 to CAD 85,000 annually.