Working in the field under the supervision of the Manager, the primary responsibility is to ensure that the Capital equipment performs properly and safely. This is achieved by performing site visits, installations, service calls for repairs, hardware and software upgrades, and preventive maintenance to meet equipment standards. The Field Technical Service Representative will ensure customers are happy and satisfied with the services and add value for customers. The Field Technical Service Representative must document daily work performed, prepare accurate reports in the given standard format, and capture them in an appropriate tool. The TSR should meet the service KPIs and goals set yearly. Building technical competency is crucial, and the TSR will need to successfully complete training on specific equipment as organized from time to time.
NOTE: Candidate must either be a Canadian citizen, hold a valid work permit or permanent residence visa for Canada
Job Responsibilities
Travel during normal working hours to accounts based on a weekly schedule under the Manager or appointed staff to perform services on capital equipment.
Service Calls: Perform necessary repairs or parts replacement based on Tech Support’s diagnosis and troubleshooting of system problems for equipment in the field.
Preventative Maintenance: Perform routine preventive maintenance work on equipment in the field.
Software and Hardware Upgrades
Remote Phone Support
System Installs: Install new systems and train biomedical staff during system installs on preventive maintenance steps and basic troubleshooting per given guidelines.
Spare Parts Management: Order, manage and carry spare part inventory.
Documentation: Provide complete, accurate, and regular service documentation and records to the service system, including service reports and system install reports, in compliance with industry regulations.
Coordinate logistics for service calls and installs based on a weekly schedule issued by the Manager or appointed staff, including: Airline travel, car rentals, lodging and communication with the account and local employees to arrange for a service call, preventive maintenance or install.
Participate in required training arranged by the Manager.
Maintain cooperative communication and collaboration with all levels of employees, customers, contractors, and vendors.
Perform other related duties and responsibilities as assigned.
Comply with quality and regulatory requirements, company policies, operating procedures, processes, and task assignments.
Maintain positive and cooperative communication and collaboration with all levels of employees, customers, contractors, and vendors.
Qualifications
Technician Diploma or equivalent experience (Technologist, Engineering or BSc preferred).
2+ years of field service experience working with medical systems.
Basic knowledge of computer software and hardware is an added advantage.
Demonstrated technical and repair skills in the field.
Excellent written and oral communication skills, including the ability to prepare written documentation in a regulated environment.
Fluent in English and French, spoken and written.
Strong organizational skills, with the ability to prioritize tasks and manage time efficiently.
Ability to work collaboratively and professionally with management, peers, and customers.
Highly self-motivated, with the ability to perform and a desire to grow.
Proficient in computer operations, including Microsoft Word, Outlook, and Excel; knowledge of online software tools like ServiceMax, Salesforce and SAP is an added advantage.
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
Strong organizational and follow-up skills, with attention to detail.
Able to meet vendor access policy qualifications for hospitals.
Valid driver’s license.
Valid passport.
Ability to travel approximately 80% of the time, mainly within Quebec.
