PURPOSE AND SCOPE:

Supports FME Canada’s mission, vision, core values and customer service philosophy.  Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements.

Under the direction of the National Technical Services Manager or Technical Supervisor, this individual will perform general repair, maintenance, functional checks and sales support of Hemodialysis machines, peritoneal Cyclers, and Portable Reverse Osmosis systems and ancillary products sold by Fresenius Medical Care Canada (FME Canada).

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

• Responsible for driving the FME Canada culture through values and customer service standards.

• Accountable for outstanding customer service to all external and internal customers.

• Develops and maintains effective relationships through effective and timely communication.

• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Repair and perform preventive maintenance on Fresenius Medical Care equipment as per manufacturing specifications.

• Provide and maintain documentation on all service/maintenance performed on Fresenius Medical Care equipment.

• Conduct and document the functional checks/calibrations required on all Fresenius equipment before delivery and installation at customer site.

• Complete appropriate paperwork to return defective modules and spare parts to Fresenius Medical Care.

• Modify and/or retrofit Fresenius Medical Care equipment according to the installation procedures set out by the manufacturer.

• Provide technical support (phone and on-site) to Regional Sales Managers and/or to customers on all equipment-related matters and in a timely fashion.

• Manage technical CRM database documentation to assure patient records, billing records, device swaps, and field work schedules  are up to date and completed on time.

• Assume the responsibility of being “ON CALL” when required.

• Adhere to ISO rules and regulations.

• Help in keeping the Technical Department clean and in order.

• Perform other duties as required.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position is split between work in the field (home patient visits may be required) and office based (work required in the technical centre and office).  Travel for this position is moderate . Moderate lifting will be required.

EDUCATION:

• Graduate of a 2 or 3-year college program in Biomedical Engineering, Electronics or Instrumentation

EXPERIENCE AND REQUIRED SKILLS:

• Minimum of 2-3 years of relevant healthcare industry experience is preferred however new graduates are encouraged to apply.

• Must possess strong computer skills with experience using Outlook, Microsoft Word, Excel, Lotus Notes

• Excellent organizational and interpersonal skills are also a requirement

• Must have a valid driver’s license

RELATIONSHIPS:

Internal Contacts:  Marketing, Sales, Clinical

External Contacts: Customers, Hospital Technologists

SUPERVISION:

N/A

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.