Our client is an international medical device company that develops and provides innovative technologies designed to support healthcare professionals and improve patient care.

The Technical Service Lead is responsible for the set-up, coordination, technical leadership and continuous development of service operations for our client’s Canadian operations.

The role serves as the primary technical point of contact for the Canadian service organization and acts as the link between service technicians, international service functions, quality management and leadership teams. The Technical Service Lead ensures high service quality, regulatory compliance, efficient workshop operations and the professional development of technical service capabilities across Canada.

Key Tasks & Responsibilities

Technical Leadership & Service Operations

- Implementation of global service standards while ensuring compliance with local regulatory requirements.
- Serve as the primary technical escalation point for service technicians, customers and internal stakeholders.
- Provide technical guidance and support for troubleshooting, repair, maintenance and commissioning activities.
- Oversee and support repairs, software updates, preventive maintenance, safety inspections and functional testing of the company’s products.
- Ensure consistent application of service procedures, technical documentation and service standards.
- Support technical decision-making and resolution of complex service cases.
- Monitor service performance, repair quality and turnaround times.

Team Coordination & Resource Management

- Build a team of service technicians across Canada, including workforce planning, recruitment and onboarding of new service employees.
- Identify and onboard external technical service support if required, e.g., for large device roll-outs.
- Coordinate daily activities of the Technical Service team and assign tasks and resources to ensure efficient service delivery and workshop operations.
- Promote effective communication and collaboration within the national team and across departments.
- Mentor and coach team members to continuously improve technical and professional capabilities.





Quality & Regulatory Compliance

- Ensure technical service compliance with applicable Canadian regulations, medical device service requirements, quality management procedures and company policies.
- Monitor adherence to occupational health and safety requirements.
- Support investigations, corrective actions and continuous improvement initiatives in technical service.
- Collect, review and analyze service and quality data to identify trends and improvement opportunities.
- Prepare and support internal and external audits as required.

Process Development & Continuous Improvement

- Drive the development, implementation and optimization of service processes and workflows and provide input on reflecting these workflows in the IT infrastructure.
- Oversee the adaption of local service processes in collaboration with EMS customers if required and ensure they still fit with overall Canadian service processes.
- Drive standardization and best-practice sharing across the Canadian service organization and align and exchange best practices with the broader global service organization.
- Ensure proper use and maintenance of service management and quality management systems.

Training & Knowledge Management

- Develop, coordinate and facilitate technical service training programs for service personnel and for customers’ biomed engineers if required in compliance with company standards.
- Promote knowledge sharing and maintain technical knowledge repositories.
- Support competency development and succession planning within the Canadian service organization.

Customer & Stakeholder Support

- Support customer installations, commissioning activities and escalated field service cases as required.
- Collaborate with Sales, Clinical, Quality,



Product Management and international service teams.
- Represent the service organization in cross-functional meetings and projects.

Requirements

Education & Experience

- Completed technical education, apprenticeship or degree in Electronics, Biomedical Engineering, Electrical Engineering or a related technical field.
- Minimum 5 years of experience in servicing, maintaining or repairing technical or medical devices.
- Experience in analyzing service and quality data and driving corrective actions.
- Previous experience in technical leadership, team coordination or project coordination roles.
- Experience working within regulated Health Canada environments, preferably medical devices.

Skills & Competencies

- Robust analytical, conceptual and structured approach to problem solving.
- Proficient in Microsoft Office and service management software.
- Excellent verbal and written communication skills in English. French language proficiency is a plus.
- Willingness to travel across Canada as required. Occasional international travel for onboarding and technical training for new products is desirable.

Personal Attributes

- Strong interpersonal and leadership skills.
- Customer-focused mindset.
- High level of initiative, ownership and accountability.
- Ability to coach, mentor and develop others.
- Collaborative team player with excellent communication skills.
- Valid driver’s licence.

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Thank you in advance for your interest, only individuals deemed to have the skill set and experience to fit the role will be contacted. Applicants must be legally entitled to work in Canada without sponsorship.

We are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. Our policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

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