Customer Operations Specialist - Toronto, Canada - Synaptive Medical Inc.

Synaptive Medical Inc.

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us

Synaptive Medical is a Canadian medical device company, based in downtown Toronto, focused on supporting healthcare professionals and systems in patient diagnosis and treatment.

Synaptive's suite of products include MRI, surgical planning, navigation, and robotic visualization - all of which can be seamlessly combined or used independently in the operating room.

The company has a number of opportunities for innovative people to join the team and share in the development of technologies to solve surgical and imaging challenges in patient care.

The Opportunity
We have a unique opportunity for a Customer Operations Specialist in our Service Support team. This role is the first touchpoint of the Synaptive customer experience. This person will support our service strategy while also being a key resource for the Field Support team globally. This is a customer-centric role that will promote customer loyalty and satisfaction.

What You'll Do

Provide excellent customer service to delight our customers
Manage software systems for service records, parts, complaint handling and engineering tickets
Create return material authorizations, material orders and service records to support field operations
Provide feedback for customer and field service process and product improvement
Support escalations and audit activities as required
Lead and support the development of KPIs to measure customer service delivery
Coordinate and manage the setup of new endcustomer requirements in our systems and processes, business planning, customer service requirements setting, metrics and reporting needs, and working with all internal teams to ensure a positive and seamless onboarding of new endcustomers
Work with internal and external stakeholders to address and resolve specific endcustomer requirements/ issues
Manage and support our endcustomers, support any calls/inquiries required to ensure a positive customer experience
Perform miscellaneous duties as assigned by the Customer Service Leader
Always keep work area safe, organized, and clean
Responsible for ensuring activities achieve the highest standard of Quality & Compliance across all operational processes.

What You'll Need

Minimum 25 years of customer service experience, in a service delivery company and or in a call center environment
College diploma or equivalent certification in a related field
Proven selfstarter with the ability to prioritize deliverables on the fly, achieving positive outcomes
Ability to think clearly under pressure and provide direction resulting in positive exchanges and outcomes
Aptitude for learning new skills, software, tools, and processes
Proficient computer and telecommunication skills including a very good knowledge of: Outlook, Word, Excel, Windows, Power Point
Effective organizational skills and ability to adapt to a changing environment
Efficient problem resolution skills to solve complex issues in minimized timelines
Demonstrated ability to influence other in a constructive way, to bring forward new ideas and improvement opportunities.
Results oriented, to achieve key objectives and performance indicators

It'd Be Amazing If You Had

Experience in a medical technology market is an asset
Experience in a regulated industry
Experience in a field service organization
Fully bilingual, French & English

About You

Responsive and compassionate with a customer focus
Exceptional organizational skills and the ability to multitask
Excellent written and verbal communication skills
Ability to work independently and collaboratively
Willingness to learn, listen, share, and support
Professional, friendly, and positive attitude

COVID-19 Considerations

Diversity & Inclusivity
Synaptive is based out of one of the most diverse countries in the world.

This includes differences related to race, ethnicity, national origin, gender, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status.

To us, diversity is one our strongest assets to our organization. We commit ourselves to promoting the recognition and appreciation of our diverse and rich culture.

We believe that it is critical to our success to promote freedom of thought and opinion in a respectful environment.

The decisions we make are rooted by respectfully considering each other's thoughts and opinions and by working towards a greater common goal, saving lives.

Accommodation

How to Apply