We are hiring for a Bilingual (French & English) Customer Service Support who has experience troubleshooting medical devices/equipment over the phone. This is 100% onsite role for one of our clients in Mississauga, ON.
*The ideal candidate will have a solid understanding of biomedical equipment, schematics, manuals, and reading error codes.

*Examples of biomedical equipment:

• Diagnostic Equipment: ECG/EKG/ Ultrasound/ X-ray Machines MRI/ Endoscopes
• Therapeutic Equipment: Ventilators/Dialysis Machines/Infusion Pumps/Defibrillators/Blood Pressure Monitors/ Surgical Lasers
• Or medical devices related to the above

Office Hours: Monday to Friday 9am-5pm

EXPERIENCE:

• Proficient in both English and French, with excellent verbal and written communication skills in both languages.
• 2+ years troubleshooting medical devices
• Troubleshooting Skills: Experience with troubleshooting and resolving technical issues related to medical devices or similar technology products.
• Knowledge of Medical Devices: Familiarity with the basic functionality and troubleshooting of medical devices

• Device Troubleshooting over phone in FRENCH & ENGLISH: Assist customers with diagnosing and troubleshooting technical issues related to medical devices. Guide them through step-by-step solutions to resolve device malfunctions, setup issues, and other concerns. Interpret error codes ; Check the model and manufacturer: Refer to the user manual or service documentation for the specific model you’re working with.
• Record and track customer interactions, including device-related troubleshooting, complaints, and resolutions.
• Collaboration: Work closely with the technical support, product development, and field service teams to resolve complex issues or escalate cases when needed.

Possible Questions you will be required to ask over phone:

• Can you describe the issue you’re experiencing with the device?
• Is the device powered on, and are there any error messages or warning lights?
• Has the device been connected to the network or the necessary systems properly?
• What troubleshooting steps have you already tried?