Sr Customer Service Product Support Specialist (Technical / RPM)
About The Position
We provide precision measurement and control tools to assist our customers, create value, and contribute to the development of industry and healthier lives. At A&D, we create technology that connects the analog and digital world, and we hold ourselves to high standards because people around the world rely on us for information that can affect health, their businesses, and their brands. We commit to a leading role in bringing precision through innovative solutions worldwide. This commitment spans across all the A&D products, including blood pressure monitors, laboratory balances, industrial scales, checkweighers, and more. We are seeking an experienced, bilingual (Canadian French & English) technical support specialist skilled in troubleshooting RPM platforms, digital health tools, SaaS applications, and connected medical devices. The role requires independent management of complex cases, strong analytical ability, and clear communication to support enterprise healthcare clients and drive successful telehealth adoption.
Requirements
- Bilingual French/English.
- 4+ years customer support with 2+ years technical/healthcare tech.
- Troubleshooting across mobile, web, and integrated device ecosystems.
- CRM/ticketing systems, Excel, communication tools.
- Strong analytical problem-solving, detail-oriented, independent.
Nice To Haves
- Bachelor's degree or equivalent.
- Familiarity with telehealth, medical devices, healthcare SaaS, HL7/FHIR, APIs.
- Experience with enterprise clinical support.
- Remote support experience.
Responsibilities
- Serve as primary contact for complex support issues across RPM platforms, mobile apps, portals, and medical devices.
- Troubleshoot mobile app performance, device connectivity, data transmission, user access, workflows, and reporting/alert behaviors.
- Provide empathetic, clear support in French and English.
- Independently resolve escalated cases.
- Support patient enrollment, device configuration, monitoring workflows, and proper escalation of clinical vs. technical issues.
- Identify trends, escalate issues to product/engineering teams.
- Contribute to process and tool improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
