Job Description

Purpose of the Position

Responsible for providing technical support, installation, calibration, maintenance, troubleshooting, and repair services for diagnostic and audiological equipment. Acts as a trusted technical resource for customers, ensuring equipment performance, customer satisfaction, and compliance with manufacturer and company standards.

Responsibilities

• Provide field service support to customers within the assigned territory, including hearing clinics, hospitals, educational institutions, and other healthcare facilities.
• Install, configure, and train customers on diagnostic and audiological equipment.
• Perform preventive maintenance, calibration, inspection, troubleshooting, and on-site repair of equipment (when possible).
• Manage service schedules, maintenance agreements, and customer service requests.
• Provide software installation, updates, configuration, and technical support for Demant and partner diagnostic products.
• Maintain accurate service records, calibration certificates, and documentation within company systems.
• Collaborate with Sales Representatives to identify customer needs and support equipment upgrade opportunities.
• Maintain a high level of customer satisfaction through timely and professional technical support.
• Identify equipment replacement, upgrade, and service opportunities and communicate them to the Sales team.
• Stay current on product knowledge, software updates, and industry developments through manufacturer training and internal development programs.
• Support compliance with quality management system (QMS) requirements and applicable regulatory standards.
• Perform other duties as assigned.

Education and Related Experience

• Post-secondary education in electronics, biomedical technology, computer systems, engineering technology, mechanical systems, or a related technical discipline.
• Minimum 2 years of experience in a technical service, repair, or field service environment.
• Experience installing, calibrating, maintaining, and repairing electronic or diagnostic equipment.
• Experience working directly with customers and providing technical support is preferred.
• Experience within healthcare, medical device, audiology, or diagnostic equipment industries is considered an asset.

Qualifications

• Able to travel extensively within the assigned territory (approximately 60% day travel and 20% overnight travel).
• Valid driver's license and ability to travel independently.
• Strong troubleshooting and diagnostic skills.
• Ability to inspect, test, and repair electronic equipment and assemblies.
• Excellent organizational skills and attention to detail.
• Ability to learn new technologies and adapt to changing products and processes.
• Strong customer-service orientation with a commitment to exceeding customer expectations.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Strong verbal and written communication skills.
• Ability to work independently while effectively collaborating with internal teams.
• Ability to safely lift and move equipment up to 25 kg (55 lbs).

Problem Solving/Judgement and Decision Making:

Work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of various factors. Exercise judgment within established practices to determine appropriate action. Decisions are made within established standard practices and policies. Provide information, assistance, and recommendations which are used in the management decision-making process and in support of sales and customer satisfaction.

Supervision Received:

Primary reporting relationship is typically to the Territory Sales & Service Manager. Assignments are performed under general direction.

Supervision Exercised:

Has no supervisory responsibilities but may provide guidance to less experienced employees in the department or functional area.

Internal and External Contacts:

Mainly interacts with customers and prospective customers within the assigned territory. Routinely collaborates with Service, Sales, Customer Service, Operations,

Health & Safety – Personal Protective Equipment:

There is no regularly required PPE for this position. Employees must comply with all health, safety, infection control, and PPE requirements established by customer facilities, including hospitals, clinics, and other healthcare environments.

Disclaimer Note

This job description is not intended to be, nor should it be construed as, a contract of employment, nor as an exhaustive statement of duties, responsibilities, or requirements. This job description is to be used as a guideline to give you an understanding of what the Company has defined this position to be by describing the general content of the responsibilities for the performance of this job. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.

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