Technical Service Engineer

Job Title

Technical Service Engineer

Requisition

JR000015752 Technical Service Engineer (Open)

Location

Mississauga, Canada

Additional Locations

Job Description Summary

The Technical Service Engineer will be responsible for collaborating with our US and European colleagues to maintain, repair and service INOMax equipment in Canada as part of our growing business in Canada. This will require both in office and field support for our designated hospitals.

Job Description

The Technical Service Engineer will be responsible for collaborating with our US and European colleagues to maintain, repair and service INOMax equipment in Canada as part of our growing business in Canada. This will require both in office and field support for our designated hospitals.

Essential Functions

• Provide direct on-site assistance to customers within assigned geography

• Perform service activities including scheduled preventative maintenance, upgrades on hardware and software, and basic unscheduled repairs

• Work in a hospital environment, mainly within large academic hospital outpatient areas 

• Manage instrument installations in conjunction with the clinical service team, territory managers and the site operators and Health Care Practioners

• Managing service operations to meet or exceed key performance indicators (KPIs) established by management

• Troubleshoot technical problems with the instruments including working collaboratively to assist other engineers when required

• Timely and accurate completion of documentation, as required by local SOPs  

• Ensure compliance with regulatory and health care guidelines, and company policies

• Troubleshooting problems related to field complaint activity, determining the level of complexity, identifying and understanding situations, opportunities, initiatives and taking appropriate action to ensure resolution in a timely manner 

• Provide real-time telephone technical support to hospital or clinical based biomedical engineers and third-party service engineers as required

• Travel with third-party engineers to enhance skills and evaluate performance

• Communicate with customers via phone and or email to arrange service/repair calls as required

• Confirm resolution of technical support complaints/issues and provide follow-up as appropriate to the reporter

• Keep abreast of new company products and services, providing technical expertise and end user input as required

• Work with management on customer service initiatives

• Provide technical feedback to customers upon request

• Other duties from time to time assigned by line manager

Minimum Requirements

Education / Experience / Skills:

Education:

• Bachelor’s degree (preferred in medical technology, biomedical engineering or related field)

• Or Technical certificates

Experience:

• Minimum of 2 or more years’ experience in maintenance of equipment, preferably in the field of medical devices

• Experience in a regulated, and/or global environment is highly desired.

Preferred Skills/Qualifications:

• Valid driver’s license

• Fluency in French preferred but not required.

• Familiarity with Quality Systems and ISO regulations – (cGMP, ISO) Basic computer skills with proficiency in Microsoft office applications

• Writing skill necessary to effectively communicate technical /clinical information to others

• Verbal skills to clearly and concisely communicate information to customers

• Experience with SAP, Master Control or like database.

• Strong customer focus and teamwork aptitude with well-developed interpersonal, communication and listening skills

• Analytical and technical mind-set with demonstrated troubleshooting skills

• Ability to handle multiple activities, with flexibility to adapt to urgent situations

• Must be capable of individual initiative to prioritize and coordinate service activities and travels with direct colleagues

• Organize and express ideas clearly – both verbal and written. Enthusiastic, dedicated and committed approach to work

• Sound organizational and prioritization skills

• Work with and establish solid relationships with diverse groups of individuals both inside and outside of the organization.

• Work effectively with multi-functional teams

Organizational Relationship/Scope:

The successful candidate will collaborate regularly with several functional areas within the company locally and globally, including but not limited to, Customer Care, Customer Service and Support, R&D Engineering, Sustaining Engineering, Sales, Marketing, and Medical Affairs teams

Working Conditions:

This position is primarily on site at the regional service center in Mississauga, Ontario, Canada. Occasional travel within Canada and the United States may be required.

Keenova offers employees a Total Rewards package which includes competitive pay and benefits. To learn more about our Total Rewards benefits please visit: Keenova Careers | Serve and Grow with Purpose | Keenova

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.

At Keenova, we believe that no one should be alone in their pursuit of better health. This purpose drives us as we pair quality therapeutics with human support—showing up in big moments and small to help patients find comfort and confidence.

 

We bring deep expertise and resolve to every therapeutic area we serve, including immunology, urology, men’s health, orthopedics, critical care, and pediatric endocrinology. We work with patients, care partners, and physicians to help them navigate healthcare system complexity and access therapies that make a meaningful difference.

 

We are Keenova—keen to solve, keen to serve. Learn more at www.keenova.com.

At Keenova, we believe that no one should be alone in their pursuit of better health. This purpose drives us as we pair quality therapeutics with human support—showing up in big moments and small to help patients find comfort and confidence.

 

We bring deep expertise and resolve to every therapeutic area we serve, including immunology, urology, men’s health, orthopedics, critical care, and pediatric endocrinology. We work with patients, care partners, and physicians to help them navigate healthcare system complexity and access therapies that make a meaningful difference.

 

We are Keenova—keen to solve, keen to serve. Learn more at www.keenova.com.