Job Description

Qwadra Vancouver is transforming the way custom Prosthetic and Orthotic devices and services are delivered worldwide. Every 53 seconds, somewhere in the world, a patient benefits from a custom P&O device designed and manufactured using Qwadra technology. We are committed to improving that statistic to every second, and we want your help.

The Qwadra product line includes 3D scanners, 3D printers, CAD/CAM software, and machinery that is used to create custom-fitted prosthetic and orthotic devices for amputees, veterans, babies, and even pets.

Our Core Values:

Above and Beyond - we go the extra mile for customers and colleagues Got Your Back - always ready to help out customers and colleagues when they need help Eager to Learn - we never stop learning. Qwadra places a high priority on its employee's growth objectives!

Mission of the Role

As the Professional Services Specialist, you will be the first point of contact to own and manage customer technical support inquiries. Deliver and exceed our customers' expectations by resolving support cases in a timely manner. Create high-quality case notes with well-thought-out root cause analysis that can be used to help prevent issues in the future and provide assistance as needed toward implementation projects.

Your Key Responsibilities

Be part of a team that exceeds our customers' expectations by resolving support cases in a timely manner, with the knowledge that every minute our customers can't use our product, a patient outcome may be affected Travel to customer sites around the world to perform repairs and preventative maintenance on customer CNC machining equipment, 3D scanners, and 3D printers Be able to assist with training or installations of products as needed. Create high-quality case notes with well-thought-out root cause analysis that can be used to help prevent issues in the future Create strong customer relationships that foster trust and true long-term partnerships. We love our customers, and we want you to, too! Provide well-thought-out feature feedback to our Product Development Team based on how our customers use our products and what new features can add user value. Actively participated in training and testing of products as required. Be prepared to troubleshoot, problem-solve and achieve success with customer issues on-site. Be able to function independently on the road as you will be spending extended time travelling Able to physically travel, without restriction, to various parts of the world (valid passport, VISA etc.)

Your Qualifications

1) Demonstrated 1-2 years of customer service proficiency, ensuring customers feel genuinely cared for while being committed to swiftly, accurately, and empathetically resolving issues.

2) Proficient understanding of computers, operating systems, and software, enabling you to adeptly guide customers through their troubleshooting experiences.

3) Exceptional ability to articulate technical concepts to individuals with diverse learning and communication styles.

4) Enthusiastic about contributing to a team that effectively manages multiple priorities across various customers, taking ownership of cases from inception to resolution.

5) Prepared and willing to enthusiastically undertake international travel for the maintenance, repair, and/or install of customer equipment, occasionally at short notice.

6) A fervent passion for working with a company that actively makes a positive impact on the lives of its customers.

7) Able to physically travel, without restriction, to various parts of the world (valid passport, VISA etc.)

Bonus Qualifications

1) Proficient fluency in foreign languages, a valuable asset as we serve customers across more than 35 countries worldwide.

2) Possession of a Degree, Diploma, or Certificate in Mechanical Engineering, Electrical Engineering, Mechatronics, or Engineering Physics, or relevant experience in a related technical field, is considered an asset.

3) Additional value provided by experience within the Orthotics and Prosthetics field, enhancing qualifications for the role.

Why You Should Join Us

In addition to making a difference in so many lives across the globe and exciting opportunities for professional growth, working at Qwadra you will enjoy a fun, casual work environment with like-minded professionals.

We believe that everyone in the company deserves an equal voice in creating our goals, priorities and direction. We have monthly Town Halls, as well as weekly, monthly and annual company priority-setting and priority-review sessions that help everyone be a part of charting our future. The lead team's top priority is to ensure that everyone knows and understands our goals.

At Qwadra we have an active Social Team that raises money for charities, as well as sets up fun activities such as:

Golf and curling tournaments Quarterly Team building events Team lunches Go-carting An annual office-wide Easter egg hunt Vancouver Canadians games
We believe that passionate people need a passionate environment to work in! Qwadra is committed to being a diverse environment and is proud to be an equal opportunity employer. If you are a passionate person, come join the Qwadra Team!

Job Type: Full-time

Pay: $51,500.00-$53,000.00 per year

Benefits:

Casual dress Company events Dental care Disability insurance Extended health care Flexible schedule Life insurance Paid time off Profit sharing Vision care
Ability to commute/relocate:

Vancouver, BC V6P 6T3: reliably commute or plan to relocate before starting work (required)
Application question(s):

This position does not offer remote work and requires in-office attendance. Does that work for you? Are you able to consistently cover an 8 hour shift between 7am - 6pm? (e.g. 7am - 3:30pm)
Experience:

Customer service: 1 year (preferred)
Willingness to travel:

25% (required)
Work Location: In person