Technical Coordinator

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 Supervisor, this individual is responsible for coordinating all technical service activities in the Lachine office. The individual will handle scheduling of all service calls, coordinate and update all SOP and ISO documentation as it relates to the technical service department in Lachine, handle all parts returns functions and be responsible for all IT related technical transactions. This individual may also be required to conduct basic technical tasks such as taking water samples and preparing evaluation equipment for shipment.   

DUTIES / ACTIVITIES:

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.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Technical Coordination:

• Coordinate and schedule / assign all technical service calls. Record service requirements and dispatch service as required within the Lachine technical team.

• Interact with customers on service needs and in coordination with the Technical Supervisor determine what work is required.

• Schedule product demonstrations and education sessions for customers as required and coordinate all administration needs for these sessions.

• Provide basic backup support (as required).

• Assure all tools are calibrated in a timely manner and supplies for the technical group are maintained at necessary levels.

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

Documentation:

• Assure that all SOP and technical documentation is up to date and being used by all technologists.

• Administer and file all service reports in conjunction with existing systems. Generate documentation required for billing services and provide customers with service reports.

• Initiate a MSDS library program and update all MSDS datasheets and assist in the training of these materials at all technical locations across Canada.

• Serve as the Health & Safety representative for the Lachine office, conducting and documenting workplace inspections.

Technical Parts Coordination:

• Handle all parts transfers and assure 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.

IT functions:

• Process CRM service reports, manage the ticket system within the technical department and the software for service calls allocations.  

• Other duties as assigned.

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.

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 five 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, Excel including spreadsheets and databases.  Experience with CRM software an asset.

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

• Able to work with others in a cooperative manner

• Ability to speak fluent French is required

RELATIONSHIPS:

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

External Contacts: 3rd party ISO auditors, vendors  

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.