Field Service Specialist – Allergy Diagnostics

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

📋 Description

• Conduct preventive maintenance and repairs on MADx instruments and systems at client locations throughout Canada and the US.

• Identify and resolve hardware, software, and network challenges; execute repairs and manage complex cases.

• Set up new equipment on-site and assist customers with onboarding, encompassing installation, performance qualification, verification, validation, and necessary documentation.

• Provide training to laboratory personnel on the correct usage and operation of equipment.

• Act as the initial point of contact via phone, email, chat, and support tickets.

• Collaborate with Sales, Product Management, Marketing, and Customer Support from pre-sales through to ongoing service.

• Convey field insights for account planning, product launches, and customer communication.

• Record cases and service activities in the CRM in accordance with SLAs.

• Maintain the knowledge base, which includes FAQs, troubleshooting guides, and templates.

• Ensure equipment complies with relevant quality standards and Health Canada/regulatory requirements.

• Recognize recurring issues, propose usability and feature enhancements, and test new software updates.

• Assist in sales evaluations and demonstrations through technical expertise.

• Represent MADx at trade shows and conferences across North America.

⛳️ Requirements

• Based in Quebec (e.g., Greater Montreal) or Ontario (e.g., Greater Toronto Area, Ottawa), conveniently located near a major airport.

• A college diploma (e.g., DEC) or a bachelor’s degree in electronics, biomedical engineering technology, mechatronics, or a related field, or equivalent military or technical training.

• Over 5 years of hands-on experience in maintaining and repairing laboratory or clinical diagnostic equipment.

• Ideally, experience in the medical device or laboratory industry; relevant experience from any country is considered.

• Experience in supporting instrument installation, validation, or verification in clinical or laboratory environments is a significant advantage.

• Strong technical proficiency and capability to troubleshoot intricate systems.

• Self-driven, solution-oriented mindset with a high level of initiative.

• Exceptional communication skills and a collaborative approach.

• Willingness to travel frequently, approximately 50%, across Canada and the US, including overnight stays.

• A valid driver’s license and a clean driving record.

• A valid passport, or the ability to obtain one, for travel to the US.

• Capacity to lift up to 25 kg and work in laboratory settings.

• Proficient in English.

• French language skills are a strong advantage; Spanish is a bonus.

🏝️ Benefits

• A full-time, remote position with genuine ownership and significant responsibility from the outset.

• An international team that values both veterinary and human patients equally.

• A culture that genuinely welcomes questions, ideas, and constructive feedback.

• A workplace founded on sustainability, equity, diversity, inclusion, and mutual respect.

• Comprehensive health, dental, and vision coverage along with life insurance.

• 25 days of paid vacation in addition to statutory holidays.

• Mileage reimbursement.

• Provision of all necessary technical equipment.

• Full coverage for travel expenses.

• Eligibility for bonuses.