Bilingual (French/English) preferred, but not required
ArjoHuntleigh USA (www.arjo.com/usah/), a member of The Getinge Group (www.getinge.com), a $3.6 billion global medical device company, offers a broad range of integrated solutions for care of people with reduced mobility and related conditions, with the aim to enhance efficiency and quality of care in elderly care facilities, hospitals and other healthcare environments. The Getinge Group markets its products under three brands: ArjoHuntleigh (Extended Care), Maquet (Medical Systems), and Getinge (Infection Control). The Group has demonstrated an enviable financial performance in the world wide medical device sector and holds a dominant position in all markets it serves.
The range of products includes patient lifts, hygiene systems, medical beds, DVT prevention systems and products for wound care and pressure ulcer prevention. ArjoHuntleigh also offers several solutions for special applications, such as burn treatment, bariatric care and critical care. Each product area has significant potential for organic growth due to demographic, reimbursement and market channel size. The product portfolio encompasses equipment, medical devices and complete systems in interrelated areas such as: Patient Lifting & Transfers, Therapeutic Surfaces, Medical Beds, Mattress Replacement Systems, Hygiene & Bathing Therapy Systems, Wound Healing & Prophylaxis, Disinfection, Consulting Clinical Services (Diligent), and DVT Prevention.
With over 5,000 dedicated employees worldwide, ArjoHuntleigh is a global group with annual sales of approximately $1 billion, serving the needs of acute and long-term care in more than 100 countries.
This position is responsible for providing telephone technical support, troubleshooting assistance, and parts identification on products for service personnel and customers.
Resolve in a reasonable time frame any and all advance technical issues for all products( using all internal and external resources)
Responsible to manage all technical documentation for all products for which they are assigned as primary specialist
Respond to quality and reliability complaints received in writing or via telephone in a timely manner
Responsible to manage any technical bulletins released by the manufacturers for products which they are assigned as primary specialist
Support training efforts for new field service employees, when required ( new hire training, technical training)
Support to the Technical Support Supervisor to operate the department within expense and revenue budgets
Responsible to recognize the need for , develop , and issue internal technical tips
Support ongoing needs analysis for technical training
Responsible to create and maintain PMS checklists used by the field for preventative maintenance
Identify training materials, which will help service personnel strengthen their abilities in core-skill areas. These may be in the form of textbooks, videotapes, self-study programs, etc.
Responsible to monitor and create service histories upon request for any product for which they are assigned as primary specialist
Provide coverage to Technical Customer Service and Customer Service as needed
Monitor, investigate and take action on any product quality or reliability issues for any product for which they are assigned as the primary specialist
Resolution of all in house repairs for any product for which they are assigned the primary specialist
Facilitate the completion of all field retrofits for products which they are the primary specialist
Perform other duties as required
Minimum of 1- 3 years’ experience, including 1 year of experience as a technical support agent
Experience within the healthcare industry an asset
Skills and Abilities:
Bilingual (French/English) preferred
Strong customer service skills
Strong problem solving skills
Highly organized and results driven
Computer literacy; familiarity with information technology concepts, personal computers, Microsoft Windows operating systems and Microsoft Office applications.
Strong verbal and written communication skills.
Travel as required to customer equipment sites; must be able to operate an automobile (valid driver’s licensed required).
Must occasionally utilize hand tools to connect and operate test instrumentation to monitor equipment function.
Must be able to interpret and manipulate data from computer-generated reports, software programs, technical manuals and written correspondence.
Some shift work may be required
Engineering or technically related undergraduate degree or equivalent experience.