Technical Product Specialist – Western Canada (F/H)

 

The mission of the Technical Product Specialist (TPS) will be to provide technical support, troubleshooting, consultation, and remote training as needed to internal and external customers. The TPS will fulfill this objective primarily through telephone support. The TPS will act as primary contact for customers, will provide excellent customer support, and will escalate and dispatch work to Field Engineers as required. The TPS will also be involved in preliminary support for the Sebia Knowledge Center and escalate and dispatch work to Application Specialists as required.

He/she will report to the Service & Applications Manager.
95% Home Office: Must be located within Greater Vancouver area, Calgary, or Edmonton
5% travel within Canada for trainings or meetings as necessary
Hours of work (non-negotiable): 8 AM – 5 PM PST – support all calls received via the Hotline in this time in both English and French

Missions

  • Provide telephone support and troubleshooting throughout the multiple time zones within Canada
  • Handle questions and complaints per established policies and guidelines
  • Perform all necessary documentation required to be compliant with regulatory requirements and internal policies
  • Read and review all technical documentation to maintain an up to date working knowledge base
  • Actively participate in all parts of ISO & Health Canada requirements as well as all internal and external audits
  • Create and contribute to the development of troubleshooting assistance materials (quick sheets, guides, FAQs etc.)
  • Review results as part of the Sebia Knowledge Center, and escalate problematic cases as necessary to Application Specialist team
  • Support marketing campaigns as necessary
  • Assist in the success of service KPIs (first call handling, time to response, time to close case, etc.)

In case of absence, the position is supported by:

  • other Technical Products Specialists as well as the Application Specialist team.

Skills

  • Degree in Biology or related discipline
  • Years of experience: 3+ years
  • Languages required: English & French (perfectly bilingual)
  • High initiative / self-starting
  • Assets:
    • Experience in telephone Customer Service an asset
    • Strong skillset in technology (Microsoft products (Suite, Teams, Dynamics), LIS, etc.)
    • Proven experience in work autonomy (independent non-directed work management)

Soft Skills

  • Professional level of communication across different forms (in-person, telephone, email)
  • Ability to coach, troubleshoot and teach through verbal communication alone
  • Solution Oriented
  • Customer-centric
  • Analytical approach
  • Effective in high pressure environments
  • Skills for facing the change
  • Collaboration and Influence without authority
  • Master in organization and prioritization of daily work task
  • Excellent standard of personal presentation

Please send your cover letter and CV to the Service & Application Manager, Mr. Cody MAH: cmah@sebia.com