Sales Marketing and Communications
Technical Coordinator
Address: 45 Staples Avenue, Unit 110, Richmond Hill, ON L4B 4W6, Canada
Job ID: R0195743
Sales Marketing and Communications
Address: 45 Staples Avenue, Unit 110, Richmond Hill, ON L4B 4W6, Canada
Job ID: R0195743
As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
PURPOSE AND SCOPE:
Supports FME Canada’s mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements.
Reporting to the Technical Supervisor, this individual is responsible for coordinating all technical service activities in the Lachine office. The individual will handle scheduling of all service calls, coordinate and update all SOP and ISO documentation as it relates to the technical service department in Lachine, handle all parts returns functions and be responsible for all IT related technical transactions. This individual may also be required to conduct basic technical tasks such as taking water samples and preparing evaluation equipment for shipment.
DUTIES / ACTIVITIES:
CUSTOMER SERVICE:
Responsible for driving the FME Canada culture through values and customer service standards.
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Technical Coordination:
Coordinate and schedule / assign all technical service calls. Record service requirements and dispatch service as required within the Lachine technical team.
Interact with customers on service needs and in coordination with the Technical Supervisor determine what work is required.
Schedule product demonstrations and education sessions for customers as required and coordinate all administration needs for these sessions.
Provide basic backup support (as required).
Assure all tools are calibrated in a timely manner and supplies for the technical group are maintained at necessary levels.
Manage incoming and outgoing equipment from home patients and hospitals.
Documentation:
Assure that all SOP and technical documentation is up to date and being used by all technologists.
Administer and file all service reports in conjunction with existing systems. Generate documentation required for billing services and provide customers with service reports.
Initiate a MSDS library program and update all MSDS datasheets and assist in the training of these materials at all technical locations across Canada.
Serve as the Health & Safety representative for the Lachine office, conducting and documenting workplace inspections.
Technical Parts Coordination:
Handle all parts transfers and assure that technologists receive delivery or required spare parts as required.
Administer return parts policy and work with corporate office to assure parts are returned to vendors for failure analysis or warranty credit.
IT functions:
Process CRM service reports, manage the ticket system within the technical department and the software for service calls allocations.
Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
This position is predominantly based at a desk or workstation with some work required in the technical repair room. Travel for this position is minimal.
EDUCATION:
Post-secondary education at the university or college level (related to business or administration) is a strong asset.
A minimum of five years experience working in the capacity of technical administration in a technical service environment
Strong knowledge of desktop computer software applications, particularly in MS Office, Excel including spreadsheets and databases. Experience with CRM software an asset.
Ability to effectively and efficiently coordinate multiple projects and assignments and work independently
Able to work with others in a cooperative manner
Ability to speak fluent French is required
Internal Contacts: Purchasing, QA&RA, IT, Branch office warehousing and customer service
External Contacts: 3rd party ISO auditors, vendors
SUPERVISION:
None
The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
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