Company Profile

HealthTech Connex Inc. (HTC) is a brain technology company focusing on cutting-edge innovations and services for rapid impact on health improvements and outcomes in neurological performance. With brain vitality as a premier focus, HTC provides translational neuroscience innovations to care and community sectors worldwide, bridging the gap between what’s capable in the laboratory and what’s available in the real world. Our mission is to revolutionize the way the brain is measured by transforming ground‐breaking research & development into solutions that can positively impact brain health around the world. (healthtechconnex.com)

Our business model is to MEASURE, TEST, and TREAT for optimal brain health. We accomplish this through our subsidiaries as follows:

• MEASURE - NeuroCatch Inc.: Our neuro-health technology company with an industry-leading medical device (the NeuroCatch® Platform) offers an objective evaluation of cognitive function, which is delivered in minutes at the point of care. (neurocatch.com)
• TEST – Centre for Neurology Studies: Our clinical trials group administers high-quality research services to advance healthcare innovations for a positive impact on brain health. (centreforneurologystudies.com)
• TREAT – Surrey Neuroplasticity Clinic: Our neurorehabilitation clinic focuses on comprehensive therapies using advanced, non-invasive brain technologies to help treat people with neurological conditions. (snpc.tech)

Our purpose is to Boldly Elevate People. Our core values are to be GREAT (Growth Mindset, Respectful, Elevates Others, Authentic, and has True Grit). Work with us to positively impact a billion brains!

Job Summary

The Customer Support Representative will oversee the entire customer support journey, from first-level troubleshooting, complaint handling, and escalating complaints as well as collaborating with the engineering team to investigate and resolve issues. We are looking for someone who is passionate about customer care and will represent the customer needs to the team for product support and development. You have the customers’ experience in front of your mind and are always working to provide outstanding service.

Responsibilities

• Build relationships and interact directly with customers to understand and resolve their needs and concerns.

• Coach customers through troubleshooting and provide compassionate listening to determine root causes.
• Ensure any question/inquiry/feedback or complaint is handled and recorded according to the Quality Management System processes.
• Initiate, investigate, resolve, and close customer complaints with high degrees of drive, priority, efficiency, and detail.
• Identify, propose, and implement continuous improvement strategies of service/support tools and processes.
• Triage incoming feedback to ensure proper review by relevant parties.
• Prepare and report on metrics tracking feedback, complaint closures and investigations, and performance goals
• Regularly submit and assist in the resolution of CAPAs/ECOs/Recalls
• Track and manage Service Level Agreements, product warranties, and servicing
• Other duties as required

Qualifications and Experience

• A Bachelor's degree in Biomedical Engineering, Computer Science, Networking, or IT related field.

• Minimum 5 years of experience in the medical device or pharmaceutical industry in a Support role, including MDSAP and/or experience with FDA.
• Exceptional communication skills, adaptable to a variety of contexts and audiences
• Possessed by an unwavering attention to detail and customer focus
• Excellent project management, problem-solving, technical writing, organizational, leadership, and interpersonal skills

The Finer Details

• This is a full-time position
• You will be based in the HealthTech Connex head office located at 13761 96th Avenue, Surrey.
• We work in a hybrid work environment
• Proposed start date: As soon as possible

What We Offer

• The opportunity to work in a dynamic, innovative, and technology-driven environment with an engaging and supportive work culture. We strive to “Boldly Elevate People” and are dedicated to supporting internal growth as we take on new challenges in exciting, and forward-thinking industries. As we grow, you will too.
• We offer a competitive compensation package, including a generous base salary commensurate with experience, excellent extended health, and dental coverage, Registered Pension Plan (RPP) matching, paid parking for all on-site staff, flexible vacation, and employee stock options.
• Our head office comes with additional benefits! Enjoy the rooftop terrace patio with stunning mountain views, access to 24/7 on-site gym facilities, weekly in-house fitness classes, healthy (and, sometimes, not-so-healthy) office snacks, and cupboards filled to the brim with coffee.

Our Commitment to Equity, Diversity, and Inclusion

HealthTech Connex is committed to creating a team of individuals where difference is celebrated and empowered. We vow that all qualified applicants will receive consideration for employment regardless to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age. HealthTech Connex is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Applying an equity, diversity, and inclusion (EDI) lens to our hiring and succession planning practices ensures a rich company culture and allows us to live our core values to Be GREAT!

To Apply

Please apply by submitting your resume and cover letter.

We appreciate your interest and look forward to hearing from you!