Technical Support Specialist- IVD Industry

Sebia Canada; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the medical device industry is seeking a Technical Support Specialist to provide exceptional customer-focused technical support. This role involves troubleshooting, problem resolution, and technical education regarding Sebia's products. The ideal candidate will have experience in clinical labs and strong analytical skills, working collaboratively to ensure customer satisfaction.

Qualifications

• 3+ years of clinical lab experience or equivalent.
• Knowledge of electrophoresis, networking, and technical schematics preferred.

Responsibilities

• Assist customers with issues related to reagents, assays, instruments, and software.
• Troubleshoot hardware, software, and system failures; develop resolution plans.
• Document interactions and case details in CRM.

Skills

Analytical Skills

Decision-Making

Interpersonal Skills

Planning

Organization

Time Management

Customer Service

Education

Bachelor of Science

Job description

Technical Support Specialist- IVD Industry

Direct message the job poster from Sebia Canada

The Technical Support Specialist provides exceptional customer-focused technical support through phone, email, and web sessions. Acts as the primary support contact, escalating requests to service engineers as needed. Also involved in supporting the Sebia Knowledge Center and coordinating with Field Application Specialists.

The role includes problem triage, troubleshooting, resolution, and technical education about Sebia reagents, assays, instrumentation, and software.

Documents and manages customer complaints in compliance with regulatory standards and company procedures.

Responsibilities

1. Assist customers with issues related to reagents, assays, instruments, and software.
2. Provide support via automated call software, email, remote access, and other tools.
3. Monitor and respond to calls and emails during business hours.
4. Troubleshoot hardware, software, and system failures; develop resolution plans.
5. Determine when to escalate issues and monitor escalated cases to ensure resolution.
6. Document interactions and case details in CRM.
7. Manage cases to ensure excellent customer experience and follow-up.
8. Follow company policies and procedures.
9. Provide feedback on critical accounts and new installations.
10. Collaborate with team members to share knowledge and solve problems.
11. Manage spare parts and inventory.
12. Review and close cases and work orders, ensuring data accuracy in CRM.
13. Comply with ISO, Health Canada, and quality audit requirements.
14. Contribute to service KPIs like response time and ticket closure.
15. Occasionally travel to customer sites for troubleshooting.

Education and Experience

1. Bachelor of Science or relevant technical laboratory/field service experience.
2. 3+ years of clinical lab experience or equivalent.
3. Knowledge of electrophoresis, networking, and technical schematics preferred.
4. Customer support experience preferred.

Additional Skills

1. Fluent in English and French, verbal and written.
2. Strong analytical and decision-making skills.
3. Excellent interpersonal skills and team collaboration.
4. Effective planning, organization, and time management.
5. Ability to work independently and communicate effectively.
6. Knowledge of laboratory accreditation, workflows, and QC testing.
7. Customer service skills including stress management and conflict resolution.
8. Ability to interpret technical documents.
9. Valid passport and ability to travel to the USA.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industry: Medical Device