Technical Support Specialist - Amico Clinical Solutions

Amico Corporation; Richmond Hill; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technical support company in Richmond Hill is seeking a Technical Support Specialist to assist customers with technical issues. The ideal candidate should have strong communication skills and experience in customer support and technical service. Responsibilities include troubleshooting products, maintaining documentation, and collaborating with engineers. Flexibility to travel is required. Competitive compensation and opportunities for professional growth are offered.

Responsibilities

• Flexibility to travel to provide technical support services to customers.
• Assist customers with inquiries via phone and emails.
• Provide guidance on claims within warranty.
• Troubleshooting and repairing parts from RGA returns.
• Collaborate with engineers to troubleshoot products for improvement.
• Escalate complex issues to Technical Support Manager and Engineers.
• Maintain accurate and precise documentation.
• Create Service & RGA documents/reports.
• Respond to service calls in a timely manner as per internal SOPs.
• Comply with internal Standard Operating Procedures.
• Comply with Health & Safety policies.
• Other tasks as delegated by the Technical Support Manager.

Skills

Organization

Time-management

Communication (written & verbal)

Computer

Attention to detail

Multi-tasking

Problem-solving

Critical thinking

Patience

Education

Post-secondary education in Electronics Technology, Technical Service, or equivalent

2-3 years of customer support experience

3-4 years of technical support experience

Previous Medical Device industry experience

Job description

Overview

Technical support specialties are responsible for helping customers resolve technical issues they encounter with products or services.

Job-specific Duties and Responsibilities

• Flexibility to travel to provide technical support services to customers.
• Assist customers with inquiries via phone and emails.
• Provide guidance on claims within warranty.
• Troubleshooting and repairing parts from RGA returns.
• Collaborate with engineers to troubleshoot products for improvement.
• Escalate complex issues to Technical Support Manager and Engineers.
• Maintain accurate and precise documentation.
• Create Service & RGA documents/reports.
• Respond to service calls in a timely manner as per internal SOPs.
• Comply with internal Standard Operating Procedures.
• Comply with Health & Safety policies.
• Other tasks as delegated by the Technical Support Manager.

Required Skills and Qualifications

• The candidate must have excellent skills in:
• Organization
• Time-management
• Communication (written & verbal)
• Computer
• Attention to detail
• Multi-tasking
• Problem-solving
• Critical thinking
• Patience

Education and Experience

• Post-secondary education in Electronics Technology, Technical Service, or equivalent.
• Previous Medical Device industry experience is an asset.
• 2-3 years of customer support experience.
• 3-4 years of technical support experience.

For more information, please visit www.amico.com

Only selected candidates will be contacted.