Technical Support Specialist - Electrophysiology Systems (Hybrid)
About The Position
By joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation – which can cause stroke, heart failure, and other heart-related complications. Kardium’s mission is to deliver the best treatment for atrial fibrillation. To achieve this, we have developed The Globe® Pulsed Field System – a revolutionary solution designed by our world-class technical team. The Globe System offers strong, unique, and customer-valued advantages over other treatments on the market, and leading physicians are already using it and helping to share our story. We have obtained FDA approval and officially begun the commercial launch of the Globe® Pulsed Field System. This is a pivotal and exciting time in our journey, as we bring this life-changing technology to patients! We are seeking for Technical Support Specialist, you will play an instrumental role in our commercial operations for the Globe® Pulse Field System. In this role, you will provide remote in-procedure technical support to our field clinical team and provide troubleshooting support to the field service team. Most of the calls will be electrical systems and Globe software troubleshooting but some will involve mechanical and clinical advice as well. Please note, this opportunity is a hybrid work arrangement, located in Burnaby, BC.
Requirements
- Bachelor’s Degree in a technical or scientific field of study or equivalent.
- 6+ years of relevant experience in a troubleshooting, field service, or customer support role.
- Adept at troubleshooting electrical, software, and mechanical systems.
- Strong communicator with active listening skills and questioning techniques.
- Strong problem-solving skills, demonstrable initiative and ability to contributes to process improvement.
Nice To Haves
- Experience in the healthcare industry or providing independent support of EP mapping procedures is an asset.
Responsibilities
- Act as a primary point of contact for our field clinical team in addressing technical issues.
- Provide expert technical support to our field teams on the Globe® PF System with a sense of urgency and positive action.
- Maintain up-to-date, SME level, technical knowledge on all aspects of the Globe® PF System. Primarily focusing on electrical systems and Globe software.
- Assist in the design and refinement of our technical support structures in line with our overall global support strategy.
- Facilitate smooth commercial launch of new products and practices by engaging with designers early and becoming the primary expert for knowledge transfer to field teams.
- Maintain a troubleshooting knowledge base, ensuring it is up to date and accurate.
Benefits
- Total cash – the total cash we’ve listed for this position includes a base salary, plus a contribution to a Registered Retirement Savings plans (RRSP) to help support your financial goals.
- Comprehensive medical & dental coverage – for all permanent employees – effective as of Day 1, with no waiting period.
- Work-day flexibility – additionally, we provide 3 personal days per year.
- Support – for you (and your dependents) overall well-being.
- Career progression and learning support.
- Professional membership support.
- Family building – we provide top up for both maternity leave & adoptive leave. Employees can also enroll in benefit coverage for fertility drug treatment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
