Field Service Representative

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

📋 Description

• Provide exceptional service and prompt repairs for Diagnostic Imaging systems.

• Deliver direct technical support on installed equipment, encompassing preventative and corrective service, installation, calibration, and necessary documentation.

• Offer technical assistance outside of regular business hours and engage in on-call responsibilities.

• Administer emergency, remedial, and preventative technical services; screen and log service requests; analyze service history.

• Manage repair parts turnaround times to align with business objectives.

• Keep customer service logs and internal service records updated.

• Communicate with customers on a daily basis to ensure issues are resolved, followed up on, and satisfaction is achieved.

• Maintain and calibrate tools and testing equipment.

• Adhere to Quality Management System and Environment Health and Safety standards.

• Utilize escalation procedures and perform root cause analysis to address service delivery challenges.

• Engage in sales opportunities such as contract renewals and revenue enhancement programs.

• Collaborate with hospital resources to improve service delivery under Maintenance Service and Strategic Alliance Agreements.

• Establish an advisory and consultative relationship with designated hospitals.

• Coordinate with the Field Customer Team, Technical Account Manager, and Account Manager to ensure efficient service delivery.

• Travel to remote hospitals and clinics across Newfoundland and Labrador, New Brunswick, PEI, and Nova Scotia, which may involve overnight stays.

• Attend training sessions in the United States at the healthcare institute.

⛳️ Requirements

• Residency in Newfoundland, Canada.

• Technical Diploma in Electronics Engineering or equivalent experience or training.

• Proven history of outstanding customer service abilities.

• Proficiency in effective communication across various levels, both internally and externally.

• Demonstrated experience in customer interaction/empathy/service.

• Strong written and verbal analytical and communication skills.

• Technical expertise and troubleshooting capabilities.

• Excellent interpersonal and organizational skills.

• Ability to collaborate within a diverse team across multiple functions.

• Strong capacity to exercise independent judgment in support of a team.

• Capability to work autonomously without direct supervision.

• Experience in effectively addressing customer concerns.

• Familiarity with interfacing with both internal team members and external customers in a solution-oriented service process.

• Valid Canadian driver's license.

• Fluency in English is mandatory; proficiency in French is an advantage.

• Experience with web applications and the Microsoft suite of products.

• Compliance with GEHC's standard background check, including a post-offer drug screening.

• Adherence to customer access policies, including necessary immunizations and potential additional drug tests or background checks.

• Physical ability to lift, carry, push, and pull up to 35 lbs. without assistance.

• Capability to frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit, and stand for extended periods.

• Ability to reach at, above, and below shoulder level; flex/extend the neck; and exhibit good hand and finger dexterity.

• Required vision capabilities may include color, close, distance, peripheral vision, and depth perception.

• Willingness to work after hours or on a rotating on-call schedule, including weekends, as needed.

• Eligibility for international travel, including to the United States.

• A valid Canadian passport is required at the time of application for cross-border business travel.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for career advancement.

• A culture that promotes care, collaboration, and support.