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.

Reporting to the Technical Manager, this individual will support coordination of technical service activities in the office. The individual will support scheduling of all service calls, handle parts transactions and support IT related technical transactions.

DUTIES / ACTIVITIES:

Documentation:

• Administer and file all service reports in conjunction with the AX system. Generate documentation required for billing services and provide customers with service reports.

• Process technical documentation within the technical CRM system as it relates to billing, sampling results and technical services activities.

• Handle parts transfers and ensure that technologists receive delivery or required spare parts as required.

• Administer return parts policy and work with corporate office to assure parts are returned to vendors for failure analysis or warranty credit.

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.

Technical Coordination:

• Provide backup for Coordination and scheduling technical service calls.

• Interact with customers on service needs by taking incoming customer calls and emails- and in coordination with the Technical Manager determine what work is required.

• Coordinate incoming and outgoing equipment from home patients and hospitals.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

This position is predominantly based at a desk or workstation with some work required in the technical repair room. Travel for this position is minimal (some home patient visits may be required).

EDUCATION:

• Post secondary education at the university or college level (related to business or administration) is a strong asset.

EXPERIENCE AND REQUIRED SKILLS:

• A minimum of two years’ experience working in the capacity of technical administration in a technical service environment

• Strong knowledge of desktop computer software applications, particularly in MS Office including spreadsheets and databases.  Experience with CRM software an asset.

• Ability to coordinate multiple projects, assignments and work independently effectively and efficiently.

• Able to work with others in a cooperative manner.

• Ability to speak fluent French is not required but is an asset.

RELATIONSHIPS:

Internal Contacts: Purchasing, QA&RA, IT, Branch office warehousing and customer service

External Contacts: 3rd party ISO auditors, vendors  

SALARY: $25.00 - $29.00/hour

SUPERVISION:

None

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.