OIS Support Specialist

Elekta AB; Montreal; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

Elekta AB in Montreal is seeking a skilled OIS Support Specialist to assist oncology customers using Elekta information systems. You will resolve technical and software issues, support software functionality, and optimize solution usage on-site or remotely as needed.

Ideal candidates have 3+ years in clinical oncology with EMR experience, familiarity with Mosaiq and Elekta products, CRM experience, and strong English/French communication.

Qualifications

• At least 3 years of clinical oncology experience with Record and Verify EMR experience, customer support or training experience, technical experience, or equivalent combination strongly preferred.
• Experience with Radiation Therapy treatment machines, Mosaiq, other Elekta products, Citrix, Windows, and MS SQL is strongly preferred.
• Experience in Salesforce or other CRM is strongly preferred.
• Bilingual (French and English) is required.
• Microsoft Office Suite proficiency required.
• The ability to type 40+ words per minute is ideal.
• Must be able to effectively interact with customers and co-workers.
• Excellent written and verbal communication skills are required.
• The ability to rapidly identify and resolve issues under pressure is essential.
• Can handle multiple tasks with a clear sense of ownership and priority.
• Being well organized, detail-oriented, and self-motivated are key.

Responsibilities

• Provide customer support over the phone, email, and other channels using Elekta tools.
• Address complex customer inquiries, including software questions, troubleshooting, and reporting discrepancies.
• Follow defined practices and policies to select methods and techniques for results.
• Work on assignments defined by management and participate in team projects.
• Develop and maintain expert knowledge of Elekta products and service policies.
• Document workflows and maintain Elekta documentation per policy.
• Promote Elekta's core values in daily activities.
• May visit customer sites independently to troubleshoot issues.

Skills

Clinical oncology experience

Record and Verify EMR experience

Customer support experience

Technical experience

Bilingual French and English

Microsoft Office proficiency

Strong communication skills

Tools

Mosaiq

Elekta product suite

Citrix

Windows

MS SQL

Salesforce CRM

Job description

We don’t just build technology. We build hope for everyone dealing with cancer. Elekta is shaping the standard of care, together with healthcare providers, by developing precision radiation medicine that brings advanced radiotherapy into routine clinical practice. Our solutions support consistent, efficient and personalized care, addressing evolving patient needs. Through adaptive radiotherapy, precision treatment delivery and integrated workflows, Elekta supports care teams across a range of clinical settings. Each year more than 2 million patients are treated using Elekta solutions across over 130 countries. Elekta is headquartered in Stockholm, Sweden, with over 4,000 employees and offices in more than 40 countries. The company is listed on Nasdaq Stockholm. For more information, visit elekta.com.

Nous ne nous contentons pas de développer des technologies. Nous apportons de l’espoir à toutes les personnes touchées par le cancer. À titre de spécialiste du support applicatif OIS, vous offrirez un soutien expert aux clients utilisant les systèmes d’information en oncologie (OIS) d’Elekta. Relevant du gestionnaire, Support OIS, vous agirez à titre de personne-ressource de confiance auprès des établissements de santé en résolvant des problèmes techniques et applicatifs, en soutenant les fonctionnalités logicielles et en optimisant l’utilisation des solutions Elekta.

Responsabilités

• Offrir un soutien à la clientèle par téléphone, par courriel et par d’autres canaux à l’aide des outils fournis par Elekta.
• Gérer les demandes complexes des clients, ce qui peut inclure de répondre à des questions sur les logiciels, de dépanner des erreurs, d’identifier et de signaler les anomalies de fonctionnement, d’appliquer des mises à jour, etc.
• Travailler dans le respect des pratiques et des politiques établies lors du choix des méthodes et des techniques permettant d’obtenir des résultats.
• Travailler sur les tâches définies par la direction.
• Participer à des projets d’équipe liés aux processus de l’entreprise.
• Acquérir et maintenir une connaissance approfondie des produits Elekta ainsi que des politiques et procédures de service.
• Tenir à jour la documentation conformément à la politique d’Elekta.
• Promouvoir activement les valeurs fondamentales d’Elekta.
• Peut se rendre de façon autonome chez les clients et résoudre efficacement les problèmes

Ce que vous apporterez

• Au moins 3 ans d’expérience en oncologie clinique avec une expérience dans l’utilisation du DME « Record and Verify », en soutien à la clientèle ou en formation, une expérience technique, ou une combinaison équivalente de formation et d’expérience est fortement privilégiée.
• Une expérience avec les appareils de radiothérapie, Mosaiq, d’autres produits Elekta, Citrix, Windows et MS SQL est fortement privilégiée.
• Une expérience avec Salesforce ou un autre CRM est fortement privilégiée.
• Le bilinguisme (français et anglais) est obligatoire.
• Maîtrise de la suite Microsoft Office requise.
• La capacité de taper plus de 40 mots par minute est un atout.
• Doit être capable d’interagir efficacement avec les clients et les collègues.
• D’excellentes compétences en communication écrite et verbale sont requises.
• La capacité d’identifier et de résoudre rapidement les problèmes sous pression est essentielle.
• Capable de gérer plusieurs tâches en faisant preuve d’un sens clair des responsabilités et des priorités.
• Il est essentiel d’être bien organisé, soucieux du détail et motivé.

What You’ll Do at Elekta

• Support customers over the phone, email, and other channels utilizing the tools provided by Elekta.
• Manage complex customer inquiries which may include answering software questions, troubleshooting errors, identifying and escalating functionality discrepancies, applying updates, etc.
• Work within the defined practices and policies in selecting methods and techniques for obtaining results.
• Work on assignments defined by management.
• Participate in group projects related to company processes.
• Develop and maintain expert knowledge of Elekta products and service policies and procedures.
• Maintain documentation as described by Elekta policy.
• Actively promote Elekta's core values.
• May visit customer sites independently and successfully troubleshoot issues

What You’ll Bring

• Minimum of 3 years of clinical oncology treatment with Record and Verify EMR experience, customer support or training experience, technical experience, or equivalent combination of education and experience strongly preferred.
• Experience with Radiation Therapy treatment machines, Mosaiq, other Elekta products, Citrix, Windows, and MS SQL is strongly preferred.
• Experience in Salesforce or other CRM is strongly preferred.
• Bilingual (French and English) is required.
• Microsoft Office Suite proficiency required.
• The ability to type 40+ words per minute is ideal.
• Must be able to effectively interact with customers and co-workers.
• Excellent written and verbal communication skills are required.
• The ability to rapidly identify and resolve issues under pressure is essential.
• Can handle multiple tasks with a clear sense of ownership and priority.
• Being well organized, detail-oriented, and self-motivated are key.

Why Join Elekta?

Chez Elekta, votre travail contribue directement à améliorer les soins contre le cancer partout dans le monde. Vous ferez partie d’une équipe collaborative et innovante qui met tout en œuvre pour faire progresser la médecine de précision en radio-oncologie et soutenir les professionnels de la santé dans l’offre de soins exceptionnels aux patients.

This position requires proficiency in both English and French. In accordance with Québec’s Charter of the French Language, this requirement is based on the need to communicate effectively with clients, partners, and stakeholders across Canada, including those located outside Québec.

Elekta may use automated tools to support the screening of applications in a manner consistent with fair, transparent, and non-discriminatory hiring practices. We are an equal opportunity employer. We evaluate qualified applicants without regard to age, race, colour, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.

About Elekta

As a leader in precision radiation therapy, Elekta is committed to ensuring every patient has access to the best cancer care possible. We openly collaborate with customers to advance sustainable, outcome-driven and cost-efficient solutions to meet evolving patient needs, improve lives and bring hope to everyone dealing with cancer. To us, it's personal, and our global team of 4,700 employees combine passion, science, and imagination to profoundly change cancer care. We don’t just build technology, we build hope. Elekta is headquartered in Stockholm, Sweden, with offices in more than 120 countries and listed on Nasdaq Stockholm. For more information, visit elekta.com or follow us on LinkedIn, Glassdoor, Twitter, Facebook, Instagram and YouTube.