Technical Service Specialist

Job Function: Service  Job Family: Technician Services Location: Remote Canada Contract Role: 6 Months Job Overview:  This is a contract position through December 2026. Provides post-sale technical customer service to customers via phone, online chat, or text including.  Responds to a high volume of varied complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)   Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools  Recommending products or services (e.g., warranties) as part of customer issue resolution     ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.   Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.  Provide technical service support of all supported products.  Interface directly with the customer and field personnel to address and resolve technical issues.  Provide on demand after hours support as per scheduled work rotation.  After hours defined as Saturday 6:30am to Monday 6:30am EST. Maintain Service Request (Salesforce) database, documenting all interactions with customers according to FDA regulations.  Create and maintain information in approved databases as defined by department procedures. Interface with Sales and Field Organization, Shipping, Manufacturing, Inventory Control, and Finance to coordinate and ensure delivery of product.  Participate on Quality Improvement Teams as assigned. Identify problems and provide recommendations to improve the overall efficiency of department systems. Helps others through transferring product knowledge, and with work related issues           Travel Required:  Minimal   Education and/or Experience           Bachelor's degree (B.Sc.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.   Certificates, Licenses, Registrations Recent completion of Network+, A+ and MCSE is an asset     Other Skills and Abilities Knowledge of network protocols (UDP, TCP/IP, Ethernet, HTTP) Experience with Cloud technology. Demonstrated advanced knowledge in EEG/Sleep or EMG/IOM technology and clinical use an asset. Demonstrated proficiency in the following: Operating Systems: Windows OS; Windows Server Software: MS Office; SQL Server Hardware: PC repair and troubleshooting Networking: Troubleshooting; Citrix Server Experience in a call center is desired Experience with CRM systems (Salesforce, Siebel) Networking and/or database troubleshooting.  Experience with medical device industry is preferred. Clinical experience is an asset (EEG/Sleep/EMG/IOM) Excellent problem solving, organizational, analytical and written/verbal communications skills are required. A self-starter who can work independently with minimum supervision as well as contribute to a team environment.  Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning to meet job requirements