Field Service Representative

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

📋 Description

• Deliver direct technical support for customer equipment, encompassing preventative maintenance, remedial services, field modifications, installations, and calibrations.

• Ensure thorough documentation for government, business, and audit obligations.

• Offer technical assistance outside of standard business hours and engage in on-call support.

• Oversee the cycle times for repair parts.

• Keep accurate customer service logs and internal service records.

• Interact with customers to guarantee resolution and follow up on issues.

• Maintain and calibrate tools and testing equipment.

• Comply with Quality Management System and Environmental Health and Safety standards.

• Address service delivery challenges and perform root cause analysis.

• Participate in sales initiatives, including contract renewals and revenue programs.

• Collaborate with hospital resources to enhance service delivery for equipment under maintenance and strategic alliance agreements.

• Establish advisory and consultative relationships with assigned hospitals.

• Coordinate with the Field Customer Team, Area Service Leader, Market Service Director, and Account Manager to ensure service delivery within the designated area.

⛳️ Requirements

• Technical Diploma or Degree in Electronics or Biomedical Engineering, or equivalent experience/training.

• At least two years of experience in Diagnostic Imaging Equipment Service.

• Demonstrated exceptional customer service skills.

• Capability to communicate effectively across various internal and external levels.

• Proven experience in customer contact, with strong empathy and service orientation.

• Excellent written and verbal communication abilities.

• Aptitude for clearly explaining complex technical issues.

• Strong technical and troubleshooting capabilities.

• Outstanding interpersonal and organizational skills.

• Ability to collaborate with diverse teams across multiple functions.

• Strong independent judgment while supporting a team environment.

• Capacity to work independently without direct supervision.

• Experience in addressing customer concerns effectively.

• Proficiency in liaising with internal team members and external customers within a solution-oriented service framework.

• Valid Canadian driver's license.

• Mechanical aptitude and proficiency with hand tools.

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

• Capability to frequently bend, stoop, twist, climb, crouch/squat, and kneel/crawl.

• Prior experience servicing GE Healthcare and Canon/Siemens CT, XR, MR, PET, NM, and UL equipment is preferred.

• Previous experience in diagnostic imaging equipment service, including CT, XR, MR, PET, NM, and UL, is preferred.

• Proven ability to handle challenging customer situations is preferred.

• Demonstrated excellence in customer communication is preferred.

🏝️ Benefits

• Comprehensive total rewards package.

• Competitive salary and benefits.

• Opportunities for career advancement.

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

• Relocation assistance is not available.