Technical Support Representative

OSI Systems, Inc.; Calgary; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading healthcare technology company is seeking a Technical Support Representative in Calgary, Alberta. The ideal candidate will have a technologist degree in Electronics or Biomedical Engineering and 2+ years of relevant field service experience. Responsibilities include providing technical support, installing equipment, and promoting service contracts. This role requires up to 50% travel within Alberta and surrounding regions and includes the provision of a company vehicle.

Benefits

Company vehicle

Training and tools provided

Expenses covered

Qualifications

• 2+ years of field service experience in a medical device or hospital setting.
• Strong personal PC skills and good troubleshooting ability.
• Ability to maintain demo inventory and company vehicles.

Responsibilities

• Develop comprehensive technical knowledge of products.
• Provide installation and in-service assistance for equipment.
• Promote new service contracts and manage inventory.

Skills

Technical troubleshooting

Communication skills

Business acumen

Network experience

Education

Technologist degree in Electronics or Biomedical Engineering

Tools

MS Office Suite

CRM systems

Job description

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance the patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

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. Excellent technical and communication skills required to positively interact with customers and company personnel. Successful candidates will be self-starters who can independently manage their time and schedules, possess basic business acumen, and effectively communicate at all levels of the organization.

***This is a field based position and comes with a company vehicle. Up to 50% travel is required within the region in Alberta, British Columbia, and occassionally Manitoba.***

Responsibilities

• Technical Support Representative will develop comprehensive technical knowledge pertaining to all products related to Critical Care, Perinatal, and Cardiology. Through this knowledge, all TSRs will be able to repair and advise our customers on the technical operation of their equipment.
• In addition to the above responsibility, TSR positions may additionally, based on geography, market, or management discretion, be given a focus on all customer products.
• Product installation, in-service assistance, demos, technical training, upgrades, troubleshooting, inventory management, service, and prompt call completion.
• Actively promote new service contracts and renewals, along with promotion of supplies and accessories and working with account managers where needed to close sales opportunities.
• Project a professional image to customers always.
• Provide continuous feedback from customers to Upper Management, Sales and corporate 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.
• Submit timely and accurate paperwork, including work orders, expenses, QMS reports, and internal communication.
• 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 and procedures and comply with all safety and regulatory requirements as well as understand Spacelabs’ vision and mission, priorities, and company values.
• 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 change requests.
• Carry a cell phone to provide Customers with 24/7 coverage.
• Is responsible for achieving territory revenue and margin targets as assigned by management.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Desired Outcome

• Maintain demo inventory in salable condition, including proper storage, movement, and record inventory should be sold after six months or as directed by the service manager.
• Ensure that company vehicles are clean and regularly maintained at all times, consistent with the fleet

Qualifications

• To qualify, applicants will minimally need a Technologist degree in Electronics or Biomedical Engineering; 2-3 years of relevant work experience may substitute.
• 2+ years of relevant field service experience in medical device/ hospital setting.
• Network and related IT infrastructure and server-related experience is preferred.
• 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.
• Strong personal PC, technical troubleshooting, and good business acumen.
• MS Office Suite, CRM, Call Management Systems (Resco).
• This job description is to be used as a guide for accomplishing company and department objectives. It only covers the primary functions and responsibilities of the position. It is not to be misconstrued as an all-encompassing list of duties.