Field Service Technician

FIELD SERVICE TECHNICIANLocation: Ottawa, OntarioEmployment Type: Full-TimeDepartment: ServicePosition: Field Service TechnicianPosition OverviewThe Field Service Technician is a full-time, field-based position responsible for the installation, inspection, maintenance, troubleshooting, repair, and servicing of mobility and accessibility equipment.The technician will work directly with clients, caregivers, families, healthcare professionals, long-term care facilities, retirement communities, and other healthcare organizations. The position involves a combination of field service, equipment installation, preventative maintenance, troubleshooting, repairs, customer service, documentation, equipment transportation, and workshop responsibilities.The successful candidate will be mechanically inclined, technically capable, highly organized, and comfortable working independently in a variety of environments.This is a physically active position that requires regular driving, lifting and maneuvering equipment, the use of hand and power tools, and the ability to work safely in client homes, healthcare facilities, institutional environments, and the company's workshop.The Field Service Technician will work closely with the Service Coordinator, Sales Team, Account Managers, and other technicians to ensure that service calls are completed efficiently and that clients receive a professional and positive experience.Key Responsibilities1. Equipment Installation & SetupInstall and configure a wide range of mobility and accessibility equipment at client locations and within healthcare facilities.Assemble equipment according to manufacturer specifications and company procedures.Complete installations that may require the use of hand tools, power tools, drills, ladders, lifting equipment, and other mechanical equipment.Ensure equipment is properly secured, adjusted, tested, and operational before leaving the installation site.Conduct appropriate safety checks following each installation.Educate clients, caregivers, and facility staff on the safe and proper operation of equipment.Identify installation concerns, environmental limitations, or potential safety hazards and communicate them to the appropriate team member.Work with Sales Representatives and other staff when specialized installation requirements or product recommendations arise.2. Diagnostics, Troubleshooting & RepairsDiagnose mechanical, electrical, electronic, and operational issues with mobility and accessibility equipment.Troubleshoot equipment failures and determine appropriate repair solutions.Perform repairs, adjustments, replacements, and modifications within the technician's scope of training and authorization.Identify defective or worn components and determine appropriate replacement parts.Complete manufacturer warranty repairs and service requirements when applicable.Escalate complex technical issues to manufacturers, senior technicians, or management when required.Test repaired equipment to ensure it is safe and functioning properly before returning it to the client.Clearly communicate repair findings and recommendations to clients, caregivers, healthcare professionals, and internal staff.3. Driving & Travel RequirementsThis is a field-based position, and the successful candidate will spend a significant portion of their workday driving to and from client locations, healthcare facilities, long-term care and retirement communities, and TLC Medical Supply locations.The technician will regularly travel throughout our service territory, including:OttawaKemptvilleCornwallEastern OntarioSurrounding communities and client locationsThe successful candidate must be comfortable spending extended periods of time on the road and managing multiple service locations throughout the workday.Driving requirements include:Hold a valid Ontario driver's licence appropriate for the vehicles operated as part of the position.Have a minimum of two (2) years of driving experience.Provide and maintain a clean and satisfactory driver's abstract.Maintain a safe driving record and demonstrate responsible driving habits.Meet the requirements of TLC Medical Supply's commercial auto insurance provider to operate a company vehicle.Be comfortable driving a company vehicle for extended periods.Safely transport mobility and accessibility equipment, tools, parts, and service-related materials.Safely load, secure, transport, and unload equipment.Maintain the company vehicle in a clean, safe, and professional condition.Promptly report vehicle maintenance, damage, or safety concerns.Follow all applicable traffic laws and TLC Medical Supply vehicle policies.A clean driving record and eligibility to operate a company vehicle are essential requirements of this position, as the technician will regularly represent TLC Medical Supply while travelling to client locations.4. Equipment Handling & TransportationThe position requires regular handling and transportation of mobility and accessibility equipment.The technician will be required to:Load and unload equipment from company vehicles.Secure equipment and materials for safe transportation.Move equipment between client locations, the workshop, and TLC Medical Supply facilities.Position and maneuver equipment within homes, facilities, and other environments.Assemble and disassemble equipment when required for transportation or service.Safely handle equipment and components that may exceed 50 lbs.Use appropriate lifting equipment, carts, mechanical assistance, or team lifting when required.Follow proper lifting and material-handling procedures at all times.Maintain awareness of the potential for damage to equipment, vehicles, buildings, flooring, walls, and client property when moving equipment.The technician is expected to use safe work practices and must not attempt to lift equipment beyond their safe individual capacity.5. Service Coordination & CommunicationThe Field Service Technician will work closely with the Service Coordinator to ensure service calls are completed efficiently.Responsibilities include:Communicating service requirements and findings to the Service Coordinator.Identifying required parts and submitting parts requests promptly.Providing accurate information for parts ordering.Communicating when additional visits are required.Providing updates on outstanding service calls.Identifying warranty requirements.Communicating delays, unexpected issues, or changes in service requirements.Assisting with scheduling and prioritization when requested.Ensuring service documentation is completed promptly following each appointment.Effective communication between the technician, Service Coordinator, Sales Team, and management is essential to providing a high level of service to our clients.6. Product Knowledge & Sales SupportThe technician will work collaboratively with the TLC Medical Supply Sales Team and may identify additional client needs while performing service.Responsibilities may include:Recognizing when a client's current equipment may no longer meet their needs.Identifying equipment that is outdated, unsafe, damaged, or no longer appropriate.Communicating potential product opportunities to the appropriate Sales Representative.Providing technical information to assist the Sales Team.Supporting product demonstrations and assessments when requested.Maintaining current knowledge of TLC Medical Supply products and manufacturers.Participating in product and technical training.The technician is not expected to act as a salesperson, but should recognize opportunities where a client may benefit from additional equipment, modifications, or services and communicate those opportunities appropriately.7. Physical & Working RequirementsThis position is physically active and requires the technician to regularly:Lift, carry, push, pull, position, and maneuver mobility and accessibility equipment and components, including items in excess of 50 lbs.Perform team lifts when required.Use mechanical lifting devices and other material-handling equipment.Load and unload equipment from company vehicles.Secure equipment for transportation.Bend, kneel, crouch, reach, stand, and work from various positions while completing installations and repairs.Work in confined or awkward spaces, including bathrooms, bedrooms, hallways, vehicles, equipment rooms, and other areas.Use hand tools, power tools, drills, diagnostic equipment, and other service equipment.Work indoors and outdoors in varying environmental conditions.Travel and drive for extended periods.Work independently at client locations.Safely navigate residential, commercial, healthcare, and institutional environments.The Field Service Technician must be physically capable of safely performing the essential duties of the position. Where equipment exceeds an individual's safe lifting capacity, appropriate lifting equipment, team lifting, or other safe work practices must be used.8. Qualifications & ExperienceRequiredMinimum two (2) years of driving experience.Valid Ontario driver's licence.Clean and satisfactory driver's abstract.Eligibility to operate TLC Medical Supply company vehicles under the company's insurance requirements.Strong mechanical aptitude.Comfortable using hand tools and power tools.Ability to troubleshoot mechanical and equipment-related problems.Ability to safely lift, move, and maneuver equipment, including equipment exceeding 50 lbs with appropriate assistance.Strong attention to detail.Good organizational and time-management skills.Ability to work independently in the field.Strong communication and customer service skills.Ability to work effectively as part of a team.Willingness to travel throughout Eastern Ontario.Ability to use computers, tablets, mobile devices, and service-management software.Ability to complete accurate written and electronic documentation.