Service Engineer – Hotline – Customer service

In his role, the System Specialist (SS) provides technical support to internal and external customers on diagnostic equipments. The SS promotes teamwork and cooperation, removes barriers to productivity, and creates a positive work environment. Be a member of a high quality team of application and system specialists that will promote the service image, reputation and customer satisfaction necessary to support sales goals.

Mainly the System Specialist is:

• Ensuring customer satisfaction by providing excellent phone and email support
• As an integral part of the Customer Service department the SS role requires close collaboration with the Field Service Engineers.
• Conducting trainings for internal and external customers when required
• Acquiring knowledge of highly specialized products
• Complaint handling
• Provide troubleshooting support and answers to questions for all diagnostic test systems / products
• Comply to ISO and Health Canada regulations

Note: Call center is opened from 8h00 – 17h00 Monday to Friday.

• A university degree or college diploma in biomedical engineering, Information Technology (IT) or electronics
• 3+ years of relevant work experience
• Knowledge of hospital environment is a strong asset
• Computer skills is an asset including but not limited to MS Office Suite tools and CRM (Salesforce)
• Biotechnology/Electronics/IT experience
• Excellent communication skills (fluent in French and English)
• Customer service acumen / teamwork
• Meticulous and well-organized
• Strong analytical and time management skills
• Ability to work in a fast-paced team environment
• Must have a valid passport
• Driver's license (a plus)
• Valid working permit in Canada

CRM - Salesforce