Job Description

We have revolutionized allergy diagnostics and have been operating successfully in 115 countries for over 10 years with our diagnostic products and patented technologies. Our products help clarify allergies in a single step, for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients get help from their specialist fast. We increase quality of life, enable personalized treatment, advance research and relieve the health system.

We’re expanding our presence in Canada and are looking for our first field service specialist based in Quebec or Ontario. You’ll support laboratories across Canada and the US and be the face of MADx on site.

What We Offer

• A full-time, home-based role with real ownership and meaningful responsibility from day one
• An international team that cares as much about veterinary patients as human ones
• A culture where questions, ideas and pushback are genuinely welcome
• A workplace built on sustainability, equity, diversity, inclusion and mutual respect
• Extended health, dental and vision coverage and life insurance
• 25 days of paid vacation plus statutory holidays
• Mileage reimbursement, all technical equipment you need, and full coverage of travel expenses

What You’ll Do

• Maintenance and service: Perform preventive maintenance and repairs on MADx instruments and systems at customer sites across Canada and the US, keeping them running at peak performance and extending their service life.
• Troubleshooting: Diagnose and resolve hardware, software and network issues, carry out repairs, and coordinate with second-level experts on complex cases.
• Installation, validation and onboarding: Install new equipment on site and guide customers through the full onboarding process, including installation and performance qualification, verification and validation activities, and the documentation laboratories need to meet Canadian (e.g., provincial accreditation and ISO 15189) and US laboratory requirements. Train laboratory staff on proper use and operation.
• Customer support: Be the first point of contact for customers and partners by phone, email, chat and tickets, delivering a consistently high level of service.
• Cross-functional collaboration: Work closely with Sales, Product Management, Marketing and Customer Support to ensure a seamless experience from pre-sales through installation, onboarding and ongoing service. Share field insights to support account planning, product launches and customer communication.
• Documentation: Document all cases and service work in our CRM in line with SLAs and keep our knowledge base (FAQs, troubleshooting guides, templates) up to date.
• Quality and compliance: Ensure all equipment meets applicable quality standards and Health Canada/regulatory requirements.
• Product feedback: Act as the voice of the customer: spot recurring issues, suggest usability and feature improvements, and test new software releases.
• Sales and market support: Support the sales team with technical expertise during evaluations and demos, and represent MADx at trade shows and conferences across North America.

What You Bring

• Based in Quebec (e.g., Greater Montreal) or Ontario (e.g., Greater Toronto Area, Ottawa), within reasonable reach of a major airport
• A college diploma (e.g., DEC) or bachelor’s degree in electronics, biomedical engineering technology, mechatronics or a related field, or equivalent military or technical training
• 5+ years of hands-on experience maintaining and repairing laboratory or clinical diagnostic equipment, ideally in the medical device or laboratory industry (experience gained in any country counts)
• Experience supporting instrument installation, validation or verification in clinical or laboratory settings is a strong asset
• Strong technical aptitude and the ability to quickly understand and troubleshoot complex systems
• A self-motivated, solutions-oriented mindset and a high degree of initiative
• Excellent communication skills and a collaborative approach with customers and internal teams
• Willingness to travel extensively (approx. 50%) across Canada and the US, including overnight stays
• A valid driver’s license, a clean driving record, and a valid passport (or the ability to obtain one) for travel to the US
• Ability to lift up to 25 kg and work in laboratory environments
• Professional English skills, as the role serves customers in English-speaking provinces and the US and works daily with our international teams
• French language skills are a strong asset; Spanish is a plus

Compensation

The base salary range for this position is CAD 45.000 – 70.000 per year. Final compensation within this range depends on qualifications and experience. This role is also eligible for a bonus.

Our hiring process

We do not use artificial intelligence to screen, assess or select applicants. Every candidate we interview will hear back from us about the outcome.

Ready to join the team?

Apply through our careers page; we’d love to see your resume.

MacroArray Diagnostics (MADx) is committed to equity, diversity and inclusion. We welcome applicants of all backgrounds and do not discriminate on any ground protected under the Ontario Human Rights Code, the Quebec Charter of Human Rights and Freedoms or other applicable law. Accommodations are available on request for candidates with disabilities at every stage of the hiring process