Field Service Representative

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In this role, Field Service Representative (FSR) will be responsible for driving customer satisfaction through Service Excellence and meeting the daily service repair needs of clinical equipment ranging from Anesthesia and Monitoring to DCAR.

Based out of Calgary, AB, this role will service hospital and clinic sites within AB, plus supporting hospitals/clinics outside AB in western Canada. The role requires frequent travel to remote hospitals and clinics within the region and will require some overnight time away from a home base. A valid current Canadian driver’s license is essential. The role also requires that the individual selected can travel to and from the USA for training at our healthcare institute.

Applicants must be legally able to reside, drive, and work in Canada at the time of application.

• Provide on‑site service on customers installed base equipment, including preventative and remedial service, installation, calibration to factory and customer specifications.
• Complete all required documentation to meet customer, business, and audit requirements.
• Provide technical support outside of normal business hours and be available for calls if required.
• Manage repair parts cycle times to business targets.
• Maintain daily communications with customers to ensure resolution and proper follow‑up, leading to customer satisfaction.
• Maintain tools and test equipment properly and ensure they are calibrated.
• Meet Quality Management System and Environmental Health and Safety requirements.
• Utilize the escalation process to resolve customer service delivery issues and conduct root cause analysis to aid effective problem solving.
• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery process for equipment covered under our Maintenance Service and Strategic Alliance Agreements.
• Develop an advisory and consultative role with your primary assigned hospitals.
• Provide full and timely communication with customer, field, and account management teams to ensure efficient service delivery.

• Technical Diploma or Degree in Electronics, Electrical or Biomedical Engineering or equivalent experience or training.
• Minimum of two years postgraduate experience in field service.
• Proven track record of superior customer service skills and the ability to effectively communicate across multiple levels, both internally and externally.
• Demonstrated customer contact / empathy / service experience and the ability to communicate complex technical issues in an easy‑to‑understand manner.
• Demonstrated technical and troubleshooting skills.
• Exceptional interpersonal skills and organizational skills.
• Boundaryless behavior able to work with a diverse team across multiple functions.
• Strong ability to execute independent judgment in support of a team.
• Ability to work independently of direct supervision.
• Experience responding effectively to customer concerns.
• Must have a valid Canadian driver's license.
• Required documentation includes a valid Canadian passport for cross‑border business travel at the time of application.
• Willingness to be available after hours, or work a rotating on‑call schedule, including weekends, for critical issues and coverage, as necessary.

• Candidate must be able to lift, carry, push, and pull up to 35 lbs unassisted and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods. Must also be able to reach at, above, and below shoulder level, flex/extend neck, and have good hand and finger dexterity. Specific vision abilities required include color, close vision, distance vision, peripheral vision, and depth perception.

• Previous experience in Life Support Systems and/or Biomedical Equipment service.
• Applicants must be legally able to reside, drive, and work in Canada at the time of application.

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