Technical Support Specialist

Technical Support Specialist

Description

St. Jacobs, Ontario

The Technical Support Specialist will be responsible for meeting the service, maintenance, and repair needs of the customer’s equipment. The candidate should work well under tight schedules and independently. The role requires establishing friendly and responsive business relationships with customers, performing the necessary administrative duties, and other duties as assigned.

Company Description

Based in St. Jacobs, Ontario, Canada, Huron Digital Pathology is on a mission to transform glass slides into shareable knowledge. Our Scan, Index, and Search solution for pathology combines award-winning TissueScope whole slide scanners with our AI-enabled Lagotto image search engine to connect pathologists, researchers and educators with the vast expertise of their colleagues to improve diagnosis and accelerate disease research. Visit us at www.hurondigitalpathology.com

We're applying unique Machine Learning (ML) and Artificial Intelligence (AI) technologies to develop solutions in Digital Pathology that are modernizing healthcare, including detecting cancer and other diseases.

Key Responsibilities

  • Respond to service calls and provide technical support
  • Troubleshoot issues via remote access to equipment, and on-site
  • Perform on-site repairs and maintenance
  • Integrate, calibrate, and test equipment
  • Install equipment in hospitals and other facilities
  • Train clients how to use and maintain equipment
  • Order parts as needed for repairs
  • Timely documentation of customers service reports
  • Timely updates and maintenance of customer feedback and service logs
  • Maintain and manage Preventative Maintenance and warranty plans
  • Perform Preventative Maintenance and coordinate maintenance schedules
  • Proactive interaction with customers to maintain positive customer experience and complete all scheduled and unscheduled service activities
  • Work with the Sales Team to provide service related follow up to ensure overall customer satisfaction
  • Proactively promote and share company’s products and services and provide any leads to the Sales Team
  • Work with the Sales Team to scan slides for potential system sales
  • Willingness to be available “after hours”, or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary

Qualifications & Experience

  • Minimum of 2-years’ experience servicing diagnostic imaging or related equipment or electronic hardware systems
  • Experience interfacing with external customers
  • Experience diagnosing and repairing electromechanical equipment; optics would be an asset
  • Physical fitness to lift and move equipment weighing up to 50 pounds
  • Accredited training in computer technology and electromechanical or equivalent experience
  • Valid driver’s license is required
  • Ability to travel globally
  • Ability to be trained on company’s proprietary technologies
  • Need to be fully vaccinated
  • Significant travel, including periodic overnight travel, mostly USA & Europe

Additional Desired Skills

  • Able to work productively in a pressurized customer-facing environment
  • Attention to detail
  • Analytical thinking
  • Balance multiple duties including service calls, installations, coordination, and scheduling
  • Communicate complex technical issues in an easy-to-understand manner