JOB DESCRIPTION SUMMARY

In this role, the Field Service Representative (FSR) will be responsible for driving customer satisfaction through service excellence and meeting the daily service repair needs of Diagnostic Imaging and Clinical equipment including (but not restricted to) Ultrasound, XRAY and Nuclear Medicine.
Based out of the Ottawa Valley / Kingston region (flexible) this role will service hospital and medical clinic sites within the area along the 401 highway from Cobourg through to Cornwall / Ottawa / Hawkesbury etc.
The role requires frequent travel and may require occasional overnight time away from a home base. Flexibility to be away for multiple overnight stays is essential.

QUALIFICATIONS:

• Technical Diploma or Degree in either Electronics Engineering, Physics, Computer Sciences, OR equivalent experience & training.
• Candidate should have a proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
• Demonstrated customer contact / empathy / service experience
• Excellent analytical and communication skills (written and verbal) with the ability to communicate complex technical issues in an easy-to-understand manner
• Technical and troubleshooting skills
• Exceptional interpersonal skills and organizational skills
• Boundaryless behavior able to work with a diverse team across multiple functions
• Strong ability to execute independent judgment in support of a team
• An ability to work independently of direct supervision
• Experience responding effectively to customer concerns
• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Must have a valid driver’s license
• Mechanical Aptitude and expertise with hand tools etc.
• The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.
• All candidates must possess either Canadian Citizenship or have Permanent Residence at time of application to be considered.

• Provide direct technical service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications, and the completion of all required documentation to meet government, business and audit requirements.
• Provide technical support outside of normal business hours and be available for call if required.
• Provide technical service (emergency, remedial, and preventative), screening, documenting service calls, and analyzing service history.
• Manage repair parts cycle times to business targets
• Maintain customer service logs and internal service records
• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Maintain tools and test equipment properly and ensuring they are calibrated
• Meet Quality Management System and Environment Health and Safety requirements
• Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs
• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance Agreements.
• Develop an advisory and consultative role with your primary assigned hospitals.
• Liaise with local Field Customer Team, Technical Account Manager, and Account Manager at technical and business levels to provide efficient service delivery in customer accounts within assigned area