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 Service Manager, this individual will be responsible for supervising staff and scheduling all service requests affecting the Richmond BC Office and Saskatchewan Office. This scheduling shall include service calls, equipment installations and equipment evaluations. In addition to scheduling work requests, this person shall be responsible for implementing ISO and work procedures based on current best practices at Fresenius Medical Care.  

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:

• Implement and operate under Technical ISO procedures and ensure all Technologists are working in accordance with these procedures i.e. ensure meter verification checks are being performed regularly.

• Plan and schedule all equipment installations for evaluations and purchases that directly or indirectly affect the Richmond BC and Saskatchewan office workload.

• Plan and schedule all service calls that directly or indirectly affect the Richmond BC and Saskatchewan office workload.

• Ensure that all equipment supported under contract by the FME Canada Richmond BC and Saskatchewan Technologists is up to date.

• Create and maintain Technical After Hours On-Call Schedule.

• Ensure that all responses to customers are dealt with in a professional, timely manner and are within the company/manufacturer’s specifications/guidelines.

• Provide technical phone support as well as hands on service, maintenance and customer relations/meetings.

• Assume On-Call responsibilities.

• Perform other duties as required.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position is predominantly based in the field or workstation with some work required in the technical repair room. Travel for this position is average/high (some home patient/customers visits may be required).

EDUCATION:

• 2–3 year diploma or degree in either Electronics or Biomedical Electronics.

EXPERIENCE AND REQUIRED SKILLS:

• Minimum of 5 years of experience with 3 years’ experience in a Team leadership capacity.

• Experience in the healthcare industry is essential.

• Must possess strong computer skills with experience using Microsoft Word, Excel, Lotus Notes, AX and Sugar CRM.

• Excellent organizational and interpersonal skills are also a requirement.

• Must have a valid driver’s license.

RELATIONSHIPS:

Internal Contacts: All

External Contacts: Customers

SUPERVISION:

Field Service Technologists

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.