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Job Description

This is a hybrid position that includes two primary roles:

  • Providing Technical Support to the End Users, Distributors, Partners, and Internal Sales Team on all products and solutions provided by Datrend
  • Create, update, and maintain Preventive Maintenance (PM) and Automation Procedures to be used on the Datrend vPad platform

Responsibilities and Duties include, but are not limited to

  • Represent Datrend Systems, acting as first point of contact on technical inquiries regarding the Datrend products and solutions from the End Users, Distributors, Partners, and Internal Sales Team
  • Resolve reported issues in the areas of installation, setup, product functionality, usage, and enhancements. This includes troubleshooting and testing
  • Accurately document support requests using a ticket tracking system
  • Provide focused communication with product users that is professional and timely, primarily via telephone and e-mail
  • Create and maintain accurate and up-to-date knowledge base and documentation to share with team members
  • Promote teamwork and Customer success
  • Play an active role in the development of the organization by participating in process development and other business improvement projects
  • Where needed, provide Product Demonstrations to potential Customers
  • Create, update, and maintain Preventive Maintenance and Automation procedures for the vPad platform
  • Procedure writing based on contractual obligations, as well as long term target to build a Datrend library to make programmed automation more accessible for Customers
  • Verification of automation procedures with Datrend products when possible
  • Verification by running automation with actual medical device if available
  • Work closely with Customers who have purchased, or are using, completed procedures to make updates based on their feedback, or modify existing procedures to create new ones based on their business requirements
  • Occasional travel may be required to provide product training to Customers
  • Other duties as assigned.

Skills and Educational Requirements

  • Work Experience in Customer Service or Customer Support roles
  • Excellent Customer Service skills
  • Excellent written and verbal communication skills
  • Experience in computer programming
  • Ability to adopt and learn new technologies
  • Strong problem analysis and solving skills
  • Excellent time management skills
  • Team Player
  • Experience working as a Biomedical Engineer an asset
  • Experience using Support Management Software a plus

How to apply?

Please send both your cover letter and resume (together in one file) to human.re[email protected]

What you need to know

  • You need to be resident of Canada and be legally eligible to work in Canada and must have a valid work or study permit 
  • COVID-19 considerations: To keep our employees as safe as possible we have implemented cleaning and sanitizing protocols, we follow provincial safety regulations (e.g., physical distancing, facial masks)
  • Datrend Systems has a Covid-19 Vaccination Policy which requires all employees to be fully vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.

We thank all candidates who apply, however only those considered for an interview will be contacted.

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