Field Service Implementation Representative

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

📋 Description

• Assist hospitals and laboratories in the installation and seamless operation of clinical chemistry, immunoassay, molecular, pathology, urinalysis, and automation solutions.

• Provide prompt, precise, and consistent customer support to reduce interruptions in diagnostic service delivery.

• Ensure a positive customer experience while adhering to administrative and customer service standards.

• Coordinate with national and regional team members and the National Implementation Manager regarding customer expectations and experiences.

• Attend service, sales, and customer meetings as necessary.

• Install and configure instrument software and hardware components as either a team member or lead during implementation.

• Conduct pre-site evaluations, technical installations, upgrades, and troubleshoot issues.

• Offer vacation and holiday coverage for other Support Representatives.

• Maintain documentation for inventory, service activity cases, expense reports, and other service-related tasks.

• Oversee daily administrative operations and facilitate hand-offs to regional teams.

• Execute preventative maintenance and address technical service bulletins.

• Collaborate with local RIS application specialists and technical specialist teams to install, configure, and support IT software and hardware components.

⛳️ Requirements

• Diploma of Collegial Studies (DEC) in electronic technology or a related field.

• Over 5 years of relevant field service experience.

• Laboratory experience is considered a significant advantage.

• Previous customer support experience is required.

• Proficient English language skills are mandatory.

• French language skills may be necessary based on geographical location.

• Familiarity with IT systems and network infrastructure is essential.

• Must reside within 100 km of a major metropolitan airport in the Greater Toronto Area or Greater Montreal Area.

• Willingness to travel 95% of the time, including overnight trips.

• A full, valid driver's license in Canada is required.

• Occasional travel for training sessions within Canada, Europe, and the United States.

🏝️ Benefits

• Support for employee development and career advancement.

• Relocation benefits are not offered for this position.

• We are an equal opportunity employer.