Customer Service Specialist

Customer Service Support

Duration : 3 months

Work Location: Hamilton, ON

Main Tasks and Responsibilities:

• Working on-site at a customer’s location:

o Monitor service requests, work orders and escalations to ensure a timely resolution

o Communicates service updates and provides status reports to customers and leadership teams.

o Manage urgent service situations and prioritize critical customer needs effectively.

o Ability to maintain accurate asset records, documentation, lifecycle information within the asset management system.

o Assists with project coordination tasks associated with diagnostic imaging and biomed system replacement, including meeting preparation and scheduling.

o Assists with negotiating the project scope for system replacements to include updating the technical specifications and room construction requirements

• Supports the MES Site Manager in obtaining metrics and analyzing 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.

• The ability to schedule appointments strategically within a performance measuring system that optimises customer satisfaction.

• When required, assisting with the training of more junior/less experienced members of the team.

• Actively seek and initiate process improvements to improve efficiency and cost savings.

• Maintain standards of Compliance, Quality and Health & Safety as they relate to the MES operation.

• Other duties that are appropriate to the role as and when required to meet the operational needs.

• To provide support to the Operations Manager as well as 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.

• Local internal contacts will include the Operations Manager and other members of the immediate MES team; in addition there will be the need to interface with other employees and management at all levels at various locations. External contacts will include 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 escalate difficult situations.

• Advanced skills Microsoft Office 360 and online applications required. Knowledge of asset management systems an asset. Demonstrable experience in data analysis an asset. Experience with KPI tracking, reporting, and process improvement initiatives.

• Must be able to work shifts during Customer’s Working Hours, those generally being between Monday-Friday 7am-7pm excluding statutory holidays.

• Job is on site with Hamilton Health Sciences Ontario and will require attendance on site every workday.

• Some further travel between customer sites in Southwest Ontario may be required. Ability and willingness to travel between sites required to support operational and service activities. Valid driver’s license and access to reliable transportation may be required

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the Canada, Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process.