Technical Customer Support Specialist
Hillrom
Mississauga, ON
Technical Customer Support Specialist - 19124026

Hillrom is a $2.8B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, surgical products and information technology solutions. Hillrom's comprehensive product and service offerings are used by health care providers across the health care continuum and around the world in hospitals, extended care facilities and home care settings to enhance the safety and quality of patient care.

Description

JOB SUMMARY

The Hillrom Canada Technical Customer Service Specialist team provides exceptional customer service in the dynamic and ever-changing healthcare industry. Reporting to the Director of Operations, the successful candidate will be proficient in all Call Centre activities and focus on achieving customer satisfaction in an exciting and engaging work environment. The incumbent will provide technical expertise (including information, troubleshooting, and complaint processing and resolution) to customers, field service representatives, and other Hillrom employees via telephone, internet, and email from a Help Desk environment.

PRIMARY DUTIES AND RESPONSIBILITIES

Performs mechanical, electronic, hydraulic, and pneumatic systems troubleshooting

Understand and utilize manufacturer service manuals and documentation to provide advanced troubleshooting, root cause and repair while working independently

Comprehend and execute on technical bulletins pertaining to the repair and maintenance of Hill-Rom products

Provide diagnostics remotely and, if necessary, prepare written estimates for repairs, pricing, and product availability

Continuously learn and maintain technical product knowledge to keep abreast of updates and changes through on-going product training

Complete written and electronic records and reports for internal, regulatory, and project documentation

Analyze data and reports to identify product issue, service, or process issues for timely action, escalation, and/or resolution

Familiarity with customer needs and process orders with accuracy, service, and speed

Participate and engage in meetings and projects

Qualifications

QUALIFICATIONS

Successful completion of post-secondary education at a Bachelor and/or Diploma level

Minimum of two years’ Call Centre &/or Help Desk experience, ideally in electrical and/or mechanical troubleshooting

Demonstrated ability to communicate with internal and external customers with clarity, patience, understanding and courtesy. Applies a wide variety of listening, questioning, and explaining techniques to obtain and impart information to gain and foster trust and confidence from their customers

Ability to read, analyze, and interpret technical service manuals, bulletins, blueprints, and schematic diagrams.

Proven computer, communications, and documentation skill

Written, reading, and spoken French fluency is an asset

Job: Customer Support

Primary Location: Canada-Ontario-Mississauga

Schedule: Full-time

Travel: No

Posting Entity: Hillrom