Technical Service Support Specialist

Matt Campbell trains Prof. Leon Neething online.

ViVitro Labs is seeking a proactive and highly organized Technical Service Support Specialist to provide exceptional customer service for their new and in-service products. Based in Victoria, BC, the successful Technical Support Specialist will bring at least two years of customer support and product training experience balanced with strong electromechanical knowledge and troubleshooting abilities.

You will be the first line of response to customer’s operational and technical enquiries, so excellent communication skills will be needed to help you identify and handle customer’s questions and concerns with both speed and professionalism. Strong written communication skills will also be utilized as refining and updating training materials, user manuals, videos, and white papers is another integral part of this exciting role.

Are you interested in travelling globally (once COVID restrictions are lifted) to support customers with training, quality and calibration testing? This unique opportunity will provide the right candidate with an interesting and diverse work environment.

Key Responsibilities of the Technical Service Support Specialist include:

  • First line of response to customer enquiries (phone and email) on products. This can be operational or technical to ensure our products are meeting customer expectations in the field.
  • Identify customer needs and maintain solid customer relationships by handling questions and concerns with speed and professionalism.
  • Document all customer interactions and RMAs in ERP.
  • Co-ordinate with contract manufacturer for repairs.
  • Manage extended warranty contracts.
  • Track cost of warranty repairs and revenue generated from paid technical support.
  • Quote components for non-system sales.
  • Offer training courses regularly to customers at their facility (globally), at the factory in Victoria or remotely. Tailor the course to suit customer needs.

The ideal Technical Service Support Specialist brings:

  • Diploma or degree in engineering, technology or an equivalent combination of education and experience. Biomedical or clinical experience are considered an asset.
  • Minimum of 2 years of experience in a customer support and/or product training role.
  • Experience with equipment maintenance of electro mechanical systems.
  • Experience working with a Quality Management System (QMS).
  • Experience creating and working with detailed document templates in Microsoft Word.
  • Experience with instrumentation maintenance would be considered a strong asset.
  • Experience with system integration, and/or system design.
  • Hands on experience soldering and reworking SMT (Surface Mount Technology).
  • Flexibility for frequent global travel for on-site support.
  • Ability to interpret and apply regulations and compliance concepts
  • A strong attention to detail and a highly organized proactive approach.
  • Excellent communication skills (both written and verbal)
  • Ability to work with minimal supervision

 

To learn more about the responsibilities and requirements of the Technical Support Specialist role, please review the full Job Description at www.TallSky.ca.

ViVitro Labs:

ViVitro Labs provides testing services and equipment to support the continued innovation of cardiovascular devices with a focus on heart valve replacement and repair. An internationally recognized and trusted source for testing expertise, ISO 17025 certified, and with a reputable history of more than 25 years, ViVitro Labs is a small company relied upon by hundreds of organizations in over 40 countries for their consulting and custom engineering solutions to test the industry’s most advanced cardiovascular devices.

ViVitro Labs works closely with universities, medical device manufacturers and regulatory agencies to support their research, regulatory, and production requirements. As a leader in the heart valve testing industry, ViVitro is an active participant in several ISO working groups. ViVitro Labs is a small, tight-knit team looking at significant international growth in the next 5 years.

To find out more about ViVitro Labs visit: www.ViVitroLabs.com

How To Apply:

After reviewing the Job Description at www.TallSky.ca, qualified applicants for the Technical Support Specialist role are encouraged to apply in confidence to TallSky Consulting with a resume and a covering letter that describes how your education and experience meet the requirements of this position.

We thank all applicants who apply; however after initial acknowledgment of your application, only those selected for consideration will be contacted.

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