Overview
Customer Service Support Jobs in Oakville, Canada at iFlow Inc
Job Title:
Customer Service Support
Location:
Oakville (OAV N)
Duration: 3 months
Overview
The ES Support Coordinator provides operational and administrative support to ensure the efficient delivery of service activities within Enterprise Services at Siemens Healthineers.
The role acts as a key coordination between customers, service teams, field engineers, and internal stakeholders to coordinate service processes, manage documentation, support scheduling activities and contribute to delivering exceptional customer experience.
The position helps drive service excellence by ensuring timely communication, accurate reporting, process compliance and effective coordination and support to the organization’s healthcare service operations.
In addition to serving as the initial point of contact for MES customers, this role will ensure that contractual requirements for the provision of services to MES customers are met including response and rectification timelines for asset repairs.
Responsibilities
- Work on‑site at a customer’s location.
- Monitor service requests, work orders and escalations to ensure a timely resolution.
- Communicate service updates and provide status reports to customers and leadership teams.
- Manage urgent service situations and prioritize critical customer needs effectively.
- Maintain accurate asset records, documentation, lifecycle information within the asset management system.
- Assist with project coordination tasks associated with diagnostic imaging and biomed system replacement, including meeting preparation and scheduling.
- Assist with negotiating the project scope for system replacements to include updating the technical specifications and room construction requirements.
- Support the MES Site Manager in obtaining metrics and analysing data output from asset management system, financial tracking systems and other systems as applicable to ensure accurate and timely reporting of key performance indicators, performance‑related penalties, continuous quality improvement indicators and balanced scorecard indicators.
- Schedule appointments strategically within a performance measuring system that optimises customer satisfaction.
- Assist with training of more junior/less experienced members of the team when required.
- Actively seek and initiate process improvements to improve efficiency and cost savings.
- Maintain Siemens’ standards of Compliance, Quality and Health & Safety as they relate to the MES operation.
- Perform other duties that are appropriate to the role as and when required to meet the operational needs of Siemens Enterprise Services.
- Provide support to the Operations Manager and the team in an environment of rapidly changing priorities where a flexible approach and the ability to manage a variety of tasks against a variable workload is key.
- Interact with internal contacts (Operations Manager and other members of the immediate MES team; interface with other Siemens employees and management at all levels at various locations) and external contacts (suppliers, clinicians and other staff and management from the hospital and consortium).
Qualifications & Experience
- Previous experience in customer service, service coordination, healthcare operations or administrative support roles.
- Experience working in a fast‑paced, customer‑focused environment.
- Project coordination experience.
- Excellent knowledge and experience of healthcare in Canada; preferably with experience in a customer service‑related role within a hospital or healthcare company.
- Excellent verbal and written communication skills; knows when to elevate difficult situations.
- Advanced skills in Microsoft Office 360 and online applications; knowledge of asset management systems is an asset.
- Demonstrable experience in data analysis, KPI tracking, reporting and process improvement initiatives.
- Ability to work shifts during Customer’s Working Hours, generally Monday‑Friday 7am‑7pm excluding statutory holidays.
- Job is on‑site with Hamilton Health Sciences Ontario and will require attendance on‑site every workday.
- May require travel between customer sites in Southwest Ontario; must be able and willing to travel, possess a valid driver’s license and reliable transportation.
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Title: Customer Service Support
Company: iFlow Inc
Location: Oakville, Canada
Category: