• Executes rapid response recovery that is focused on minimizing device downtime as well as the resolution of problems so that they do not recur, while keeping the customer constantly aware of progress.
• Delivers technical service within established departmental plans and budgets.
• Maintains acceptable productivity levels, customer satisfaction levels and time fix percentage as determined to be appropriate by National Support Manager.
• May require attendance and assistance at trade shows, customer seminars and similar events.
• Responsible for maintaining service agreements, properly billing customers for service performed and parts used.
• Ensures timely and accurate entry of information into the service database, which includes customer information, correspondence, and device history records.
• Control expenses through proper inventory management, good judgment with all property (i.e.:
company car, inventory, and tools) and attention to cost in normal duties of the position.
Qualifications:
• Clinical lab, chemistry knowledge, and equivalent industry experience required.
• Technical degree or equivalent with medical electronics background preferred.
• Windows and networking experience along with solid knowledge of interfaces and relational Databases preferred.
• Must have valid driver's license and good driving record.
• Requires extended travel on short notice within Canada for extended periods of time as required.
• Requires above average verbal communication skills, above average interpersonal skills and able to work well with teams.
• Exceptional organizational skills, customer focus and an absolute commitment to exceeding customer expectations are a must in this position.
• Familiarity with Blood Glucose Testing meters is a plus.
• Bilingual in both English and French languages is a plus.
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