Technical Customer Support Specialist - U.S. Southwest

Umano Medical; Chaudière-Appalaches; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Umano Medical is seeking a Technical Customer Support Specialist to be the go‑to partner for customers needing technical guidance and solutions. You will lead major implementations, translate customer needs for the engineering team, and provide expert product and system configuration advice.

You’ll develop tools and processes to enhance support, track customer experience metrics, and help train sales staff and customers. Travel may be required as part of the role.

Qualifications

• Strong problem‑solving skills and analytical thinking.
• Ability to read and interpret technical drawings.
• Experience in after‑sales service or customer support.
• Hands‑on experience in product repair and technical support.
• Proficiency with Microsoft Office Suite and Outlook.
• Willingness and ability to travel as required.

Responsibilities

• Lead and coordinate major customer implementations, including needs assessment, planning, and follow‑up.
• Understand and translate customer requirements for the engineering team; propose practical solutions and ensure follow‑up.
• Answer customer questions and advise on product selection and system configurations.
• Develop and improve tools, processes, and resources to better support customers.
• Track and analyze customer experience metrics and lead initiatives to improve satisfaction.
• Contribute to training and onboarding of sales representatives.
• In collaboration with Sales, deliver clinical and technical training to customers.
• Support Sales by participating in key customer presentations.
• Act as a strategic partner to the Customer Relationship Director to achieve exceptional customer satisfaction.

Skills

Problem solving

Technical drawings

Customer support

Product repair

MS Office/Outlook

Travel willingness

Education

DEC or Bachelor's in Mechanical/Electrical Engineering or equivalent

Job description

At Umano Medical, our Technical Customer Support Specialists are more than problem‑solvers, they’re trusted partners. In this role, you’ll be the go‑to person when customers need answers, guidance, or technical expertise. From troubleshooting to follow‑ups, you’ll help ensure our solutions perform at their best while delivering a customer experience that’s clear, reliable, and genuinely supportive. If you enjoy combining technical thinking with human interaction, you’ll feel right at home.

Specifically, this is what your day might look like

• Lead and coordinate major customer implementations, including needs assessment, planning, and follow‑up
• Understand and translate specific customer requirements for the engineering team; propose practical and creative solutions, and ensure proper follow‑up
• Answer customer questions and advise clients and Sales leadership on product selection and system configurations
• Develop and improve tools, processes, and resources to better support customers and enhance their experience
• Track and analyze customer experience metrics and lead initiatives to continuously improve satisfaction
• Contribute to the training and onboarding of sales representatives
• In collaboration with Sales, deliver clinical and technical training to customers
• Support Sales by participating in key customer presentations
• Act as a strategic partner to the Customer Relationship Director, contributing to initiatives aimed at achieving exceptional customer satisfaction

Life at Umano Medical

Enjoy a dynamic work in which fun, trust and teamwork are a priority. Be part of a culture focused on everyone's strengths and talents, all while advancing your career within the organization according to your interests.

The profile we're looking for

• DEC or Bachelor's degree in Mechanical Engineering, Electrical Engineering, or equivalent, or any combination of relevant experience and training
• Strong problem‑solving skills and analytical thinking
• Ability to read and interpret technical drawings
• Experience in after‑sales service or customer support
• Hands‑on experience in product repair and technical support
• Proficiency with Microsoft Office Suite and Outlook
• Willingness and ability to travel as required

Join a committed and enthusiastic team within a growing company. People are truly first and foremost here, and you'll feel it from day one.