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Technical Support Manager

The Company

One Team, One Vision, One Goal

Our Goal is the same as yours:  Reach the best outcomes

Established in 2003, OpSens Medical, a division of OpSens (TSX:OPS), was founded on the belief that our innovative technologies would help to improve cardiovascular disease diagnosis and treatment.  Today, our 2nd generation fiber optic OptoWire™ has been used in over 100,000 patients worldwide and our clinical partners use our products to improve their success rates in challenging peripheral and coronary interventions.  We pursue robust growth, through our own initiatives and key alliances with exemplary partners and commit ourselves to provide solutions to medical professional and patient needs.

In every action we undertake, we adhere to our guiding values, the ones that embody the spirit of our people and the quality of our products. They are the foundation of our commitment to physicians and their patients, as well as our unceasing dedication to making a difference

 

Position Summary

Reporting to the Senior Director of Commercial Excellence, the OpSens Technical Support Manager (OTSM) is a dynamic, challenging, and fast-paced United States based field position providing a tremendous opportunity for professional growth.  The OTSM will be a direct, hands-on, role-up-your-sleeves role responsible for leading OpSens technical support in the delivery of proactive and reactive installation, troubleshooting and issue resolution services for its North American hospital customer base.  Daily you will be interfacing with leading edge interventional cardiology technology within the hospital Cath-lab/operating room setting while working directly with professional and highly capable nursing, surgical tech, physician, biomedical and IT department personnel.

The individual will concurrently hold responsibility for the development and implementation of technical support policies, processes, and strategies.  Further task management will include an active role in ticket resolution and issue management for both internal and external customers (e.g. Cath-lab staff, hospital biomedical department, IT department) across the OptoMonitor, OptoWire and SavvyWire product lines.  The position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize OpSens equipment uptime as well as help facilitate them meeting their safety and regulatory compliance goals.

 

Primary Organization Responsibilities

  • Direct management and facilitation of OpSens product portfolio installation, troubleshooting and issue resolution for North American hospital customer base
  • Active management role in technical support ticket resolution and issue management
  • Go-to OpSens resource for internal and external customer questions and information requests pertaining to OptoMonitor integration with hospital customer DICOM and hemodynamic monitoring systems
  • Creation, implementation, and continual contribution of content to facilitate the growth of the company technical support Knowledge Base Library
  • Provide initial installation and ongoing technical support and service for OpSens products via in-person, virtual or remote customer interaction including but not limited to the following:
    • System Installation
    • Preventative and corrective maintenance
    • Equipment upgrades
    • Software activation / upgrades
    • Electronic troubleshooting & component replacement
    • In-servicing/training medical personnel
    • Reporting of field activities
  • Directly manage current base of 3rd party technical consultants and grow outsourced subject matter expertise network as necessary
  • Act as liaison with other functional areas, such as customer service, sales, product development, product management teams, to find preventative and permanent resolutions for products and customers
  • Develop and implement internal procedures, policies, strategies, technologies, and operational efficiencies to streamline support processes and create foundation for department growth to meet customer based technical support demands
  • Monitor performance of various technical support resources; make recommendations for and/or facilitate problem resolution as appropriate
  • Compile information on Key Performance Indicators (KPI’s) and provide detail as required and/or requested; submit timely reports as required
  • Document, track and manage all support requests, communications, and other customer-based interactions
  • Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences
  • Perform other duties and projects as assigned, to meet company and department objectives
  • Adhere to OpSens quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures

 

Preferred Education/Experience

  • Bachelors degree preferred with a Biomedical or electronics major (equivalent education accepted); BSEE/BSEET/BSME/BSMET preferred
  • 5+ years of progressive experience in technical support and service with a minimum of 2+ years in a people management role
  • Direct and extensive experience installing, troubleshooting DICOM/PACS/VNA technologies along with integrating fractional flow reserve (FFR), hemodynamic monitoring, intravascular ultrasound (IVUS), optical coherence tomography (OCT), cardiac imaging products within the hospital Cath-lab / operating room setting
  • Cross-functional experience in developing and implementing internal procedures, policies, strategies, technologies, and operational efficiencies to streamline support processes to promote a positive customer experience
  • Highly organized and effective communication skills, both written and verbal, with internal and external stakeholders
  • Self-starter who can work independently in office, mobile and remote environments, as needed
  • Ability to work well under pressure while producing a high degree of accuracy in work
  • Experience and aptitude in establishing priorities and handling multiple assignments concurrently with minimal direction in a dynamic work environment
  • Willingness and ability to work flexible hours as necessary to meet company goals and deadlines
  • Ability to travel approximately 50% monthly along with flexibility to travel on short notice
  • Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences
  • Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
  • Demonstrated track record and passion for understanding and addressing customer needs
  • Strong follow-up skills with a keen eye towards driving issue resolution
  • Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint
Does this position interests you? Please send us your resume with the position’s title to which you would like to apply at 

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