• Support case escalation from Tier 1 support.
• Provide end-user support.
• Troubleshoot hardware/software issues.
• Document customer interactions and problem resolution.
• Analyze malfunctions in equipment and provide instructions to the on-site Field Service Representative to repair the equipment utilizing knowledge of mechanics/electronics and using standard test instruments and hand tools.
• Interpret maintenance manuals, schematics, and wiring diagrams.
• Maintain service documentation. Responsible for timely and accurate completion of all paperwork and reports.
• Act as a liaison to Product Development to determine solutions to unusual problems in the system.
• Maintain expert-level knowledge of the Company’s Products.
• Query creation, reporting and analysis, including provision of quantitative operational metrics for measurement of efficiency.
• Assist with department project initiatives with related reporting and documentation.
• Contribute to a customer-focused environment that encourages information sharing and team-based resolution activity with focus on improving the customer experience.
• Perform related duties as assigned.
• Willing to work extended hours, as needed, in order to meet objectives and must be willing to occasionally travel.
• Flexible working hours are required, including nights and weekends.

• Broad technical knowledge base including mechanical, electrical and software
• Strong analytical problem solving and decision making skills. Ability to handle difficult or sensitive situations.
• Excellent time management and organizational skills.
• Strong communication ability
• Must have excellent computer skills. Proficiency with Database querying, Microsoft Office suite and experience with an incident management system.
• Must be familiar and/or trained with technical support schematics, manuals, and other specifications to determine service procedures.
• Must work well within a team, have good written/reading communication skills.
• Good customer service skills and adaptable to changing environments.
• Bilingual in English and French is an asset.
• Beneficial to know: Oracle, Microsoft SQL Pharmacy Information Systems

• Diploma or Degree in computer science, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable.
• Min 3 – 5 years of experience in a Technical Support role, Tier 2 preferred.
• Experience working with multiple stakeholders in a problem-solving environment.
• Experience in creating/updating service manuals, troubleshooting guides and knowledge base articles is preferred.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.