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.

Provides superior service and product support to Canadian customers as assigned. Main function as a hemodialysis (HD) resource, with possible peritoneal dialysis (PD) and pharmaceutical resource assistance, as required.

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.

• Collaborates with CAS team to respond and action customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES

Dialysis Delivery System Evaluation and ongoing clinical customer support:

• Support the setup of FME Canada hemodialysis delivery system clinical evaluations.

• Provide on-site clinical support to staff evaluating the FME Canada dialysis delivery system by demonstrating how they are used to provide safe and effective patient care.

• Assist in the training and orientation of new Fresenius employees.

Clinical Consultant Support

• Assist in the creation of new training tools for FME Canada customers and staff.

• Provide staff education/orientation to new Territory Managers, Technologists and Customer Service Representatives as required.

• Attend local, regional, national, and international conferences and seminars to remain up to date with latest products, services, and research.

Education

• Provide support to our customers regarding home and in-centre hemodialysis best practices..

• Provide clinical expertise to assist unit staff to measure specific patient outcomes, utilizing the FME Canada CQI process.

• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to physically cover and maintain regular face-to-face contact with customers over a large geographic area.   Extensive travel by automobile, train or airplane is often necessary to cover the assigned territory and includes overnight stays. Contact with customers by phone alone is not adequate. On some occasions, consecutive weeks of training might prevent travel home over the weekend in between weeks in consideration of the local travel restrictions and/or availability. Occasional weekend work would be necessary to support trade show events, customer training and support, and equipment evaluations. Lifting requirements include setting up portable booths, occasional lifting and transporting medical equipment and supplies for purposes of in servicing customers.

EDUCATION

• Bachelor of Science Degree in Nursing (BScN)  

EXPERIENCE AND REQUIRED SKILLS

• Current Provincial Registered Nurse Certification of Competence

• Current hemodialysis experience is mandatory.

• Current experience in patient and/or staff teaching.

• Demonstrated ability to interact with all members of the renal team.

• Computer literacy in Microsoft Office and applications

• Ability to travel extensively and work flexible hours.

SALARY:  $90,000 - $110,000

RELATIONSHIPS

Internal Contacts: Maintain positive professional relationships with internal employees, peers, and supervisors.

External Contacts: Maintain positive professional relationships with all customers.

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. We are committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.