Bilingual Field Service Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver field service assistance to clients within the designated region, encompassing hearing clinics, hospitals, educational institutions, and various healthcare facilities.

• Set up, configure, and instruct customers on the use of diagnostic and audiological equipment.

• Conduct preventive maintenance, calibration, inspection, troubleshooting, and on-site repairs of equipment when feasible.

• Oversee service schedules, maintenance agreements, and customer service inquiries.

• Provide software installation, updates, configuration, and technical assistance for Demant and partner diagnostic products.

• Keep precise service records, calibration certificates, and documentation within company systems.

• Work in conjunction with Sales Representatives to ascertain customer requirements and facilitate equipment upgrade opportunities.

• Uphold a high standard of customer satisfaction through prompt and professional technical assistance.

• Recognize opportunities for equipment replacement, upgrades, and services, and relay them to the Sales team.

• Keep abreast of product knowledge, software updates, and industry advancements through manufacturer training and internal development programs.

• Ensure compliance with quality management system (QMS) requirements and relevant regulatory standards.

• Tackle problems of moderate scope and complexity, assess factors, exercise judgment, and provide recommendations to support management decisions, sales efforts, and customer satisfaction.

• Typically report to the Territory Sales & Service Manager under general supervision.

• Offer guidance to less experienced staff members, without supervisory responsibilities.

• Primarily interact with customers and potential clients while collaborating with Service, Sales, Customer Service, and Operations teams.

• Carry out additional duties as assigned.

⛳️ Requirements

• Post-secondary education in electronics, biomedical technology, computer systems, engineering technology, mechanical systems, or a similar technical field.

• At least 2 years of experience in a technical service, repair, or field service setting.

• Experience in the installation, calibration, maintenance, and repair of electronic or diagnostic equipment.

• Direct customer interaction and technical support experience is preferred.

• Background in healthcare, medical devices, audiology, or diagnostic equipment industries is considered advantageous.

• Willingness to travel extensively within the assigned territory (approximately 60% day travel and 20% overnight travel).

• Possession of a valid driver's license and capability to travel independently.

• Strong troubleshooting and diagnostic abilities.

• Capacity to inspect, test, and repair electronic equipment and assemblies.

• Exceptional organizational skills and keen attention to detail.

• Ability to learn new technologies and adapt to evolving products and processes.

• Strong customer-service orientation with a dedication to surpassing customer expectations.

• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.

• Excellent verbal and written communication skills.

• Capability to work independently while effectively collaborating with internal teams.

• Ability to safely lift and transport equipment weighing up to 25 kg (55 lbs).

🏝️ Benefits

• Accommodations provided in accordance with the AODA (Accessibility for Ontarians with Disabilities Act).

• Manufacturer training and internal development programs.

• No regularly required PPE; adherence to customer-facility health, safety, infection control, and PPE requirements.