Service Technician – Smiths Medical – Markham, ON

Job Purpose:

This position is responsible for ensuring all equipment returned for service or repair, is evaluated, tested, repaired and calibrated accordingly to the specifications as established by the legal manufacturer and meet all the requirements of the ESA Regulations or equivalent (CSA). Generates formal field complaint investigation results. Performs work requiring judgment in the independent evaluation, selection and substantial adaptation of standard techniques, procedures and criteria. Works from product knowledge, product and performance specifications, work instructions, deviation authorizations and verbal instructions. Meets established productivity and quality standards. Contributes to the effectiveness and efficiencies of the department. Prioritizes and performs all work in the best interest of the customer and the business unit. Contributes to department goals and objectives. Stays current with technology and new released products. Ensures safety procedures are observed and leads by example. Devises new approaches to field return investigations and repair. May provide technical product support to customers via telephone. Enters repair work into the repair database (Oracle Depot Repair) and results of investigations into the Pilgrim database. May provide feedback to engineering personnel within the business unit regarding identified trends or unique investigation findings. Receives day-to-day work guidance from Team Leader or Supervisor and from Technical Service Manager.

Duties:

Service or Repair all equipment in an orderly and timely manner in accordance with all QMS regulations and safety protocols as establish by the company.
Uses various test equipment and techniques to troubleshoot and determine root causes of field return.
Replaces or repairs required components.
Performs functional tests and recertifies field returns.
Troubleshoots, calibrates, tests and performs routine and complex electrical and mechanical repairs/investigations on field returns.
Enter results of investigation into the complaints database (Pilgrim) and repair results into service database (Oracle Depot Repair).
Provide the necessary feedback to the manufacturer regarding service and repair
Follow the appropriate decontamination procedures
Labels, programs, and performs final inspection of field return devices.
Maintains repair test equipment and fixtures as per a preventive maintenance schedule.
Completes work, timecards, repair reports, service logs, etc. in a timely and accurate manner.
Ensure service and repair documentation are completed thoroughly with reference to the Quality Management System
Liaise with Sales Team and Internal Departments to ensure high level of customer satisfaction

Responsibilities:

Technical Support for French Speaking Customers
Ensure all Depot Repair and Service Contracts data is maintained in Oracle (up to date and accurate)
Provide timely response and approval of the service repair estimates in order to meet KPI objectives
This position is required to assure compliance of Company Operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including but not limited to FDA, Quality Systems Regulations, ISO 13485, ISO 14001, Government occupational health and environmental regulations and statutes)
Position Description & Requirements
Technical Knowledge and Skills:
College or Bachelor Degree
2-4 years directly related to administrative experience and customer service experience preferred
Bilingual preferred (English and French)
Excellent communications skills (written and verbal)
Computer Skills (MS Office applications – Word, Excel, Access, etc.)
ERP experience preferred (Oracle)

Abilities:

Strong ability to multitask
Excellent organizational and time management skills, with the ability to work independently with minimal supervision
Strong attention to detail
General Technical knowledge

Planning and Decision Making:

Coordinate and expedite any urgent repairs as delegated by Supervisor or Manager
Provide all the necessary information to the Technical Service Manager

Impact and Scope:

Potential errors include inadequate service and repair resulting in customer complaints
Responsibilities of this position have direct impact on the safety and efficacy of devices used on patients
Decisions of the incumbent may affect customer satisfaction, existing or future business relationships and financial results of the business unit

Key Internal and External Relationships:

Internal: Customer Service, Marketing and Sales, Procurement, Warehouse (See Company Organizational Chart for key internal relationships)
External: Customers, Sales Team (Key customer relationships may exist)

Company Overview

Smiths Medical is a leading global provider of medical devices for the hospital, emergency, home and specialist environments.  Our products are used during critical and intensive care, surgery, post-operative care during recovery, and in a series of high-end home infusion therapies.

Smiths Medical is an equal opportunity employer.

If you require assistance with our online job submission process, please contact our Talent Acquisition team at 855-754-5032 FREE  to request an accommodation. Additionally, Smiths Medical invites interested deaf and hard of hearing applicants to use Video Relay Service (VRS).

TO APPLY:

If you have the skills and experience required for this position, please forward your resume to:

E-mail: Dustin.Beardslee@Smiths-Medical.com

Quote Job Reference: Ops2486

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