Support Technique - Monitoring & Diagnostics Technical Support Specialist

Accountabilities

You will own the full lifecycle of technical support cases while maintaining strong customer relationships and coordinating internal resources to achieve timely, effective resolutions.

• Provide ongoing technical support and case management through phone, email, and other communication channels.
• Investigate technical problems, reproduce reported issues when necessary, and coordinate with product teams to drive cases to successful resolution.
• Recommend appropriate repairs, upgrades, and component replacements based on technical findings.
• Maintain accurate case information across quality management, CRM, and ERP systems such as Salesforce, ServiceMax, and SAP.
• Monitor and report on cases escalated through applicable non-conformance and corrective-action processes.
• Maintain technical documentation and a knowledge base of troubleshooting guidance, technical tips, and successful resolutions.
• Track open Tier 1 and Tier 2 cases and maintain accurate critical-case reporting and status updates.
• Take ownership of Tier 3 and Tier 4 cases handled by local or product-line teams, ensuring consistent follow-through through resolution.
• Participate in product-line meetings to communicate case status, provide updates, and help drive resolution of outstanding issues.
• Identify training opportunities and contribute to your own professional development as well as the development of other team members.
• Schedule and lead customer case reviews, preparing case summaries, performance reports, and relevant metrics for periodic customer discussions.
• Communicate customer issues clearly, prioritize them appropriately, and coordinate the right resources to achieve positive outcomes.

Requirements:

You should bring substantial technical experience in Monitoring and Diagnostics, combined with strong customer-facing communication and problem-solving capabilities. The role requires someone who can quickly develop deep product knowledge, work independently, and coordinate effectively across multidisciplinary teams.

• Engineering degree, Technologist Diploma, or equivalent combination of education and relevant professional experience.
• At least 5 years of industry experience and 5 years of experience in a related field, particularly Monitoring and Diagnostics.
• Strong knowledge of Monitoring and Diagnostics equipment and technologies.
• Ability to configure equipment and reproduce customer-reported technical issues.
• Experience diagnosing and resolving complex technical problems in collaboration with cross-functional teams.
• Exceptional written and verbal communication skills.
• Ability to learn quickly and develop comprehensive knowledge of technical products and solutions.
• Strong analytical, troubleshooting, problem-solving, and time-management skills.
• Ability to build consensus across multidisciplinary teams and drive issues toward resolution.
• Strong prioritization skills and the ability to manage multiple assignments while consistently meeting deadlines.
• Results-oriented and comfortable working under pressure with customers and stakeholders at different organizational levels.
• Self-motivated, proactive, and able to work effectively with limited supervision.
• Ability to communicate technical problems and recommended solutions clearly to both technical and customer audiences.
• Fluency in a second language is considered an asset.
• Flexibility to work on-call, provide support outside standard working hours, or adjust working hours based on customer-specific requirements.

Benefits:

• Annual salary range of $89,300–$139,300 USD for the Canada-based position.
• Discretionary annual bonus eligibility.
• Fully remote position.
• Opportunity to serve as a senior technical resource for Monitoring and Diagnostics customers.
• Exposure to complex technical troubleshooting and multidisciplinary product teams.
• Opportunities to develop advanced product expertise and contribute to team knowledge and training.
• No relocation assistance provided.