Job Description

REPORTS TO: Service Manager

JOB PURPOSE

Provides service to customers by installing, repairing, validating, and maintaining medical and laboratory equipment. The role includes a strong focus on the validation and calibration of medical-grade refrigeration and laboratory systems, including medical fridges, freezers, ultra-low freezers, cryogenic freezers, incubators, centrifuges, fume hoods, and grossing stations. Ensures all work is performed in compliance with industry standards and customer requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Responsibilities - Validation and Calibration Focus

Performing validation and calibration of medical and laboratory equipment according to industry standards, manufacturer specifications, and customer SOPs. Completing detailed validation, calibration, testing, and performance verification reports. Ensuring validated equipment meets regulatory requirements, including temperature mapping, operational checks, performance qualification, and safety verification.

Services Instrumentation for Customers by

Participating as part of a technical support and sales team that resolves customer issues. Installing equipment in customer facilities, including demo units, according to manufacturer instructions. Scheduling and prioritizing service calls efficiently based on urgency and operational impact. Responding to emergency repair requests. Installing scheduled hardware/software upgrades. Communicating with customers, sales representatives, and internal staff regarding equipment issues. Troubleshooting by phone or onsite to determine service needs. Analyzing malfunctions; testing, calibrating, and performing repairs onsite or in the service bay. Training customers on proper use and operation of equipment.

Supports Company Revenue and Expense Objectives by

Meeting service revenue targets by offering new service opportunities and service contracts. Scheduling and balancing workload to minimize travel time.

Supports Sales and Marketing by

Performing demos on specific product lines. Installing and removing equipment at trade shows.

Participates in Inventory Management by

Ordering parts for current jobs based on customer requirements. Forecasting parts needed for emergency service. Advising management on parts inventory needs.

Maintains Service Territory Records by

Maintaining service documents, preventive maintenance sheets, service contracts, failure records, and validation/calibration logs. Keeping manuals, digital documents, and technical records up to date. Routinely checking and maintaining procedures.

Protects ESBE Employees and Customers by

Following infection-control and hazardous waste protocols.

Keeps Staff Informed by

Submitting activity reports and territory analyses. Escalating customer problems when appropriate.

Maintains Professional and Technical Knowledge by

Attending educational events and manufacturer training sessions. Reviewing technical manuals and professional publications.

Other Duties

Performs additional tasks as assigned by management.

Education and Experience Required

Electrical/Electronics Technologist diploma or similar from an accredited institution Field experience with laboratory equipment preferred Valid driver's license. Minimum two (2) years field experience with laboratory or medical equipment preferred. Minimum one (1) year experience in validation and calibration of laboratory/medical equipment, including temperature-controlled devices. Strong knowledge of electronics, electrical systems, and basic mechanical systems. Understanding of industry standards for validation, including IQ/OQ/PQ, temperature mapping, calibration practices, and regulatory documentation (ISO, CSA, cGMP where applicable). Biosafety cabinet certification training is an asset.

Skills / Competencies

Maintenance & Repair, Troubleshooting, and Field Service skills Experience in providing top-notch Customer Service and communication skills. Ability to work independently with minimal supervision. Strong problem-solving abilities Professional and patient when dealing with customers, including challenging situations. Prior experience in a laboratory or scientific environment is a plus High accuracy and attention to detail. Demonstrated competency in equipment validation, calibration, and documentation practices. Knowledge of regulatory and quality standards related to laboratory and medical equipment validation. Legally authorized to work in Canada

Additional Information

Up to 50% travel (day trips and overnight). Ability to travel internationally for training. Ability to work extended hours or weekends for emergency service. Participation in off-site training sessions required. Must adhere to Service Department dress code.

Equal Opportunity & Accessibility

We are an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request throughout the recruitment and selection process.

Job Type: Full-time

Pay: $24.04-$44.27 per hour

Benefits:

Dental care Disability insurance Extended health care Life insurance Mileage reimbursement On-site parking Paid time off RRSP match Tuition reimbursement Vision care
Work Location: In person