Customer Operations Specialist

 Toronto, ON, Canada      ·        Full time

• Location: Toronto, ON, Canada
• Req #: 663
  
• Posted On: Thursday, January 12, 2023

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          

• Triage customer and field team inquiries by phone and email to ensure a timely path to resolution
• 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 end-customer 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 on-boarding of new end-customers
• Work with internal and external stakeholders to address and resolve specific end-customer requirements/ issues
• Manage and support our end-customers, 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 2-5 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 self-starter 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
• Experience with Service delivery software FieldPoint and ERP system, Oracle NetSuite, or other similar software applications
• 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

Synaptive has a special duty to take a leadership role in protecting the health and wellbeing of its employees and the public. The COVID-19 vaccines are an important public health measure for mitigating the spread of COVID-19 in the workplace and society. As a condition of employment, the successful candidate will be asked to provide proof of vaccination or a reason protected by legislation why they cannot be vaccinated against COVID-19.

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

Synaptive Medical is an equal opportunity employer and welcomes applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. We welcome and encourage applications from people with disabilities. If as a qualified job applicant, you request accommodation, Synaptive will consult with you to provide reasonable accommodations according to your specific needs. If you wish to make a request, you will be provided an opportunity if your application is selected to proceed in our hiring process.

How to Apply

Unless otherwise stated, applications will only be considered from candidates eligible to work in Canada, or the country in which they’re applying to, without sponsorship.

If you are interested in this position and can demonstrate that you meet or exceed the requirements defined in the job description, please include #GOBRAIN in the top right corner of your resume and then complete your online application by clicking “Apply Now” and following the prompts.

The successful candidate to this role will be asked to complete background checks, which may include criminal, credit, employment and/or educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable background check.

We would like to thank everyone who submits an application. Due to the volume that we receive, only those candidates selected for interviews will be contacted.

Other details

• Pay Type:  Salary

Please click here to apply.