Customer Service Manager

仕事内容

Come Join the THORASYS Team!:
THORASYS is a dynamic health tech company based in Montreal’s Mile-Ex neighbourhood. We develop, manufacture and market state-of-the-art medical technologies that introduce new approaches to the diagnosis and monitoring of lung diseases such as asthma and COPD. Our mission is to revolutionize the practice of pulmonary medicine through innovative and accessible solutions that elevate the care experience of patients globally.

Come join THORASYS and become part of our rapidly growing, multi-cultural team of passionate specialists and visionaries. If you are ambitious, solution-oriented and have an entrepreneurial spirit, you’ll fit right in! Participate in creating game-changing technologies that drive a noble purpose: making lung function testing easier and more accessible, thereby improving the well-being of millions of patients worldwide. Our solutions promise to reduce emergency visits and hospitalization rates, as well as health care spending. We are looking for new talent to join us in this meaningful journey.

To work alongside our ambitious Marketing team in commercialising next-generation digital health solutions, we are seeking an engaged and motivated:

Customer Service Manager

Reporting to our VP Operations & Marketing, as Customer Service Manager, you are responsible for ensuring the success of our expanding user base by developing & delivering training, support materials and processes. The Customer Service Manager is also responsible for recording and managing all user complaints or cases, allocate them to the proper individuals for resolution and/or escalate them when appropriate into our quality management system.

In addition, you will:

• work with senior management to develop and implement a strategy for THORASYS to efficiently deliver the highest levels of Customer Service to its customers, both in direct client relationships and via third parties such as distributors, value added resellers, OEMs or independent service providers;
• review, update and extend the training materials and procedures for our products, establish and execute a strategy for deploying these materials to our customers, derive e-learning strategies, train the trainers at our partner organizations, and participate in and ultimately lead training courses and webinars;
• select and deploy a system combining an interactive knowledge base, self-help tools and a support ticketing system permitting categorized tracking of support requests and incidents in keeping with applicable medical device regulations, with the objective of providing top-rated product support with a reasonable resource expenditure; and
• monitor and analyze the support cases in order to derive patterns of customer behaviour and product usage, to identify issues and possible areas of improvement for our products and services.

Specific responsibilities include:

• Develop training materials such as presentations, user manuals and technical support instructions;
• Deliver training to new THORASYS employees, users, distributors and other partners;
• Participate in sales process via tradeshows, demos and pre-sales support;
• Develop technical support documentation and maintain a knowledge base to reduce overall support effort via our CRM platform;
• Implement an efficient, scalable, transparent technical support processes;
• Track accurate metrics on technical support cases compliant with applicable standards (ISO 13485, etc.);
• Liaise with integration partners (HL7, GDT, eventually OEMs) to ensure the success of integration;
• Ensure the software and associated manuals (study specific and general) are available in region-appropriate languages; and
• Provide user feedback for both software and hardware to the development team in the form of user stories or trend analysis.
• As for all THORASYS employees, your position may include a limited amount of administrative duties.
• Education required
• Bachelor’s degree in science-minimum, Biomedical Engineer, Engineer.
• Competence required
• Strong technical and scientific writing skills
• Strong written and verbal communication
• Bilingual (French and English are essential), other languages are an asset
• Autonomy and self-started required
• Software skills
• Customer service skills
• Thoroughness in documentation
• Organized, thorough and with an eye for fine detail
• Excellent teamwork skills
• Must be able to travel up to 25% of the time
• Medical device experience is an asset

Experience required

• 3-5 years business experience in customer support or training, medical device/digital health experience is an asset