Customer Support / Trainer

ViVitro Labs Inc

March 13, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11102

Job Category: 
Technical
Job Specialization: 
Laboratory and Technical
Job
Company Overview: 

ViVitro Labs Inc. offers industry-leading cardiovascular test equipment and related laboratory testing and consulting services. Hundreds of organizations in over 39 countries for 30+ years have trusted ViVitro expertise, accuracy, and quality for their artificial heart valve and other cardiovascular device testing. ViVitro Laboratory Services holds ISO/IEC 17025 accreditation based on ISO 5840.

ViVitro Labs Inc., a wholly owned subsidiary of StarFish Medical www.starfishmedical.com is headquartered in Victoria, BC and is a member of the Victoria Advanced Technology Council (VIATeC) www.viatec.ca. ViVitro products are manufactured by StarFish Medical in an ISO 13485:2003 certified manufacturing facility.
 

Job Summary: 

The Customer Support/Trainer role will be responsible for ensuring customer expectations are exceeded post sale. This is primarily comprised of customer training on new equipment, installation qualification and then life cycle product support of the equipment in the field. The development and updating of all related documentation (training materials, user manuals and white papers) is an integral part of this role.

Its three main objectives are:

1. Customer Support
2. Product Training and Installation Qualification
3. Developing Product Documentation & Training Materials

The incumbent will be an integral part of the ViVitro team participating in activities that lead to the overall success of the corporate objectives. The Customer Support/Trainer reports to the General Manager of ViVitro Labs Inc.

 

Key Responsibilities:

The Customer Support responsibilities will include but are not limited to:

1) Customer Support

  • First line of response to customer enquiries (phone and email) on products. This can be operational or technical to ensure the products are meeting customer expectations in the field.
  • Assist customers with ensuring their products are operating as required or diagnosing issues to correct problems.
  • Document all customer interactions and RMAs in SharePoint.
  • Co-ordinate with manufacturing RMA returns and repairs.
  • Manage extended warranty contracts.
  • Track cost of warranty repairs and revenue generated from paid tech support.

2) Product Training and Installation Qualification

  • Develop and update training courses on all ViVitro products.
  • Offer training courses regularly to customers at their facility (globally) or at the factory in Victoria. Tailor the course to suit customer needs.
  • Provide Installation Qualification of the ViVitro equipment for use in the customer’s lab ensuring the equipment is properly installed, set-up and calibrated in accordance with the QMS.
  • Offer routine maintenance and calibration services as requested.
  • Develop on-line / self-taught or video tutorials to support the above training programs.

3) Documentation Writing

  • Write and update technical product manuals to industry best practices keeping them current with new product capabilities, customer feedback from courses and effectiveness of information.
  • Develop training course material for the above.
  • Prepare white papers in support of product operations and applications.

Qualifications:

  • 10+ years’ experience in support / product training and customer interaction.
  • Experience working with a Quality Management System (QMS).
  • Familiarity with using CRM for customer correspondence is required.
  • Experience creating and working with detailed document templates in Microsoft Word.
  • Engineering degree ideally in Biomedical.
  • Flexibility to travel globally will be required – 15%.
  • Strong electromechanical knowledge.
  • Experience with fluidics, instrumentation, system integration, and/or system design would be considered strong assets.
  • Willing to relocate to Victoria, BC.

Additional Skills:

  • Excellent interpersonal skills and ability to communicate effectively with all staff members, customers and the industry.
  • In-depth knowledge of the cardiovascular device industry.
  • Forward thinking and pro-active in order to find solutions to problems.
  • Self-motivated with dedicated client services focus and strong desire to succeed.
  • Positive attitude and a reliable team member.
  • Excellent verbal and written communication skills are required.
  • Understanding of good documentation practices.
How To Apply: 

Please e-mail your application to careers@vivitrolabs.com. Please ensure the position title is in the subject line. When sending your attachment, please ensure it is in Microsoft Word (.doc), Adobe Acrobat (.pdf) or text (.txt) format. You can also fax your resume to (250) 483-1975.

Salary will be commensurate with skills and experience. We thank all those who apply to ViVitro Labs, but only those candidates selected for an interview will be contacted, no phone calls please.