Bilingual Field Service Specialist

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

📋 Description

• Deliver field service assistance to clients in East Quebec and the Maritimes, which includes hearing clinics, hospitals, educational institutions, and healthcare facilities.

• Set up, configure, and provide training on diagnostic and audiological equipment to customers.

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

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

• Install, update, configure, and provide support for software related to Demant and partner diagnostic products.

• Keep service records, calibration certificates, and documentation up to date in company systems.

• Work in tandem with Sales Representatives to pinpoint customer requirements and opportunities for equipment upgrades.

• Ensure customer satisfaction by delivering prompt and professional technical support.

• Recognize opportunities for equipment replacement, upgrades, and services, and relay this information to Sales.

• Stay informed on product knowledge, software upgrades, and industry trends through training and development initiatives.

• Assist in maintaining compliance with QMS requirements and relevant regulatory standards.

• Generally report to the Territory Sales & Service Manager under broad direction.

• Provide mentorship to less experienced employees when necessary.

• Engage with customers and potential clients, collaborating with Service, Sales, Customer Service, and Operations teams.

⛳️ Requirements

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

• Experience in installing, calibrating, maintaining, and repairing electronic or diagnostic equipment is advantageous.

• Preferred background in direct customer interaction and provision of technical support.

• Experience in the healthcare, medical device, audiology, or diagnostic equipment sectors is a plus.

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

• Must possess a valid driver's license and be capable of independent travel.

• Strong troubleshooting and diagnostic capabilities.

• Proficient in inspecting, testing, and repairing electronic equipment and assemblies.

• Excellent organizational skills and meticulous attention to detail.

• Ability to acquire new technological skills and adapt to evolving products and processes.

• Strong orientation towards customer service.

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

• Strong verbal and written communication skills.

• Capable of working independently while collaborating with internal teams.

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

🏝️ Benefits

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

• Manufacturer training and internal development programs.

• Inclusive work environment.