Customer Operations Specialist

Position: Customer Operations Specialist )
Customer Service Support  Duration: 3 months

Work Location:

Hamilton, ON
Main Tasks and Responsibilities   Working on-site at a customer’s location:  Monitor service requests, work orders and escalations to ensure a timely resolution
Communicates service updates and provides 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 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 elevate difficult situations
Advanced skills Microsoft Office 360 and online applications required. Knowledge of asset management systems and demonstrable experience in data analysis and 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
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
Equal Opportunity Employer  Dexian is an Equal Chance 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.

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